Open to opportunities

Mirabel Udeh

@mirabeludeh

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Senior customer service professional focused on loyalty, de-escalation, and clear multichannel support.

Nigeria

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What I'm looking for

I’m looking to leverage my customer retention and service excellence strengths in a dynamic organization, using empathy, clear communication, and de-escalation to build loyalty, improve processes, and help teams deliver consistently high customer satisfaction.

I’m a Senior Customer Service Representative with a proven track record of delivering exceptional support across the tech and logistics industry. I’ve consistently driven results by achieving 98%+ CSAT scores, resolving 95% of escalated cases on first contact, and reducing repeat inquiries for high-value clients.

I’m also a cross-functional problem-solver who collaborates with product and operations teams to tackle systemic issues—helping drive a 50% drop in complaint volume for a key product line. I bring multichannel expertise (phone, chat, email, and social), strong documentation habits, and a calm, empathetic approach to active listening, de-escalating challenging situations, and ensuring customers get clear solutions and follow-ups.

Experience

Work history, roles, and key accomplishments

Senior Customer Service Representative

Zendtrax Technologies Lagos

Oct 2023 - Apr 2026 (2 years 6 months)

Delivered exceptional support and built lasting customer relationships while consistently achieving 98%+ CSAT and resolving 95% of escalated cases on first contact. Improved outcomes by reducing repeat inquiries for high-value clients by 35%, and partnering with product and operations to cut complaint volume by 50% for a key product line.

Customer Service CSAT Escalation Handling Complaint Resolution Active Listening Problem Solving De escalation Chat Email Social Cross Functional Collaboration Empathy Case Management

Customer Service Associate

Tohgash Logistics Lagos

Jan 2022 - Jan 2023 (1 year)

Provided empathetic, professional support to diverse customer needs while maintaining accurate documentation and updating customer records. Guided customers using strong product knowledge and contributed to higher engagement and reduced repeat contacts through service process improvements.

Customer Service Empathy Active Listening Documentation Product Knowledge Customer Engagement Process Improvement Reducing Repeat Contacts