Open to opportunities

Paul Odion

@paulodion

Message

Customer support professional with 5+ years resolving client issues and improving service quality.

United States

Message

What I'm looking for

I’m looking for a customer support role where I can resolve real customer issues, use CRM tools like Zendesk/ServiceNow, collaborate with teams, and improve response times through feedback—while growing my career in service excellence.

I’m a customer support and customer service specialist with 5+ years of experience managing inquiries, resolving problems, and delivering excellent service across phone, email, and live chat. I’m focused on raising client satisfaction and loyalty through strong communication, attention to detail, and reliable follow-through.

In my current role as a Customer Support Representative, I handle client questions about project timelines, quotes, and service offerings; coordinate with project managers and engineers for real-time updates; and resolve complaints related to delays or quality concerns. Earlier experience includes managing flight and accommodation changes, handling freight client support, and improving processes—driving faster resolutions, better customer relationship management, and higher efficiency through CRM-based tracking and feedback systems.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

P.O Nig Limited

Oct 2024 - Present (1 year 8 months)

Managed client inquiries on project timelines, quotes, and service offerings, coordinating with project managers and engineers to provide real-time updates. Resolved complaints on delays and quality issues, maintained CRM records, and improved service efficiency through a feedback system.

Customer Support Complaint Resolution Scheduling coordination Documentation Management

Customer Service Agent

Travest

Jan 2021 - Jan 2024 (3 years)

Handled flight and accommodation changes, quoting amendments, and pre/post-departure customer queries while maintaining communication across multiple inboxes. Improved customer outcomes by cross-selling travel deals (10% increase in services uptake) and reducing complaint resolution time by 15%.

Customer Service Escalation Handling Cross Selling Complaint Resolution Interpersonal Communication

Customer Service Representative

Nacklot Logistics

Jan 2017 - Jan 2019 (2 years)

Provided frontline freight support by handling customer inquiries, refunds processes, and ticketing guidance, escalating complex issues to the right teams and tracking resolutions. Implemented dispatch process improvements that increased overall efficiency by 20% and reduced delivery time.

Customer Service Escalation Management Refund & Policy Guidance Dispatch Operations Process Improvement Logistics Support