Open to opportunities

Judith User

@judithuser4

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Customer Support Specialist and Virtual Assistant delivering resolved tickets and retention through CRM automation.

Nigeria

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What I'm looking for

I’m looking for a digital-first team where I can own customer support and technical tickets, automate CRM workflows, and use bilingual English/Czech communication to improve first-contact resolution, retention, and smooth client onboarding.

I’m a Customer Support Specialist and Virtual Assistant with 5+ years of experience in customer service, technical support, conflict resolution, CRM administration, and customer retention across remote and in-person environments.

I manage 20+ daily client interactions and focus on measurable outcomes: a 70% first-contact resolution rate, 100% follow-up compliance, and a 20% reduction in repeat complaints. I use customer feedback analysis and asynchronous communication to improve support quality in fast-paced digital-first teams.

I’m proficient in HubSpot, Zendesk, Freshdesk, Intercom, and Salesforce (Basic), and I work deeply in ticketing systems, live chat & email support, pipeline setup, and automation. I also de-escalate disputes using conflict resolution techniques to convert 70%+ of difficult interactions into repeat business.

Beyond support, I’ve coordinated remote communications for 20+ global stakeholders, handled 20+ VIP reservations daily in a multilingual environment, and managed 20+ daily client calls and appointment scheduling. I’m continuing to grow through the “Digital Witch Program 2026 Intensive” for remote VA and CRM workflows.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Sales Representative

Current

Eljay Concierge

May 2024 - Present (2 years 2 months)

Managed 20+ customer enquiries daily across orders, product availability, and pricing, achieving 70% first-contact resolution and high satisfaction. Maintained 100% follow-up compliance in HubSpot, reduced repeat complaints by 20%, and used conflict-resolution to de-escalate disputes and drive repeat business.

Customer Support Sales Support Customer Relationship Management Customer Retention Conflict Resolution Complaint Handling CRM Administration HubSpot Task Automation

HR & Client Communications Intern

GAOTek Inc.

Oct 2023 - Apr 2024 (6 months)

Coordinated remote communications for 20+ global stakeholders weekly across multiple time zones in an async-first environment. Supported new hire onboarding workflows and managed digital records/databases to reduce administrative backlog.

Remote Stakeholder Communications Asynchronous Communication Onboarding & Support Documentation Management Scheduling Database Administration Administrative Coordination Remote Stakeholder Communication

Client Relations & Ops Coordinator

Hard Rock Cafe Prague

Oct 2021 - Sep 2023 (1 year 11 months)

Coordinated 20+ VIP reservations and guest requests daily in a high-volume, multilingual hospitality environment. Resolved guest complaints using conflict-resolution techniques and delivered bilingual English/Czech support to improve repeat visits.

Customer Relations Conflict Resolution Complaint Handling Customer Retention Bilingual Support Czech

Workflow & Records Assistant

Donplanet Services Ltd.

Feb 2019 - Jun 2021 (2 years 4 months)

Managed 20+ daily client calls, appointment scheduling, and 100+ office records to support day-to-day operations with no missed follow-ups. Implemented a structured filing system to reduce document retrieval time and administrative errors.

Appointment Scheduling Records Management Administrative Support Client Communication