Ubong Okon

I’m a customer service representative with over two years of experience delivering fast, accurate, and empathetic support across phone, live chat, and email in remote, high-volume environments. I focus on resolving issues at first contact and documenting cases precisely in CRM platforms.

I’m reliable and self-managed, with strong written and verbal professional English and a calm approach to de-escalation. In my recent role, I maintained a 96% customer satisfaction score and a 93% first-contact resolution rate, while ensuring complete 100% record accuracy in Salesforce.

I also look for patterns that improve outcomes, not just quick fixes. I reduced repeat contacts by 25% by identifying recurring issues and closing cases completely the first time, and I built proactive follow-up to reduce customer churn by 18% in a previous sales & support position.

I bring hands-on experience using Salesforce, Zendesk, HubSpot, Intercom, Slack, and productivity tools like Microsoft Office Suite and Google Workspace. With a B.Sc. in Software Engineering and certifications in customer service/CRM mastery, effective communication, and conflict resolution, I’m quick to learn new tools and maintain confidentiality with sensitive customer information.