Open to opportunities

Udenze Mmesoma

@udenzemmesoma

Customer Service and Support Representative with 3 years’ omnichannel support experience, driving CSAT, SLA compliance, and KPI performance.

Nigeria

Message

What I'm looking for

I’m looking for a remote, fast-paced customer support role where I can own omnichannel ticket resolution, drive CSAT and SLA compliance, and continuously improve customer journeys using RCA, VoC insights, and strong documentation.

I’m a Customer Service and Support Representative with 3 years of experience delivering exceptional omnichannel support across phone, email, and live chat. I’m known for meeting SLA compliance and KPI targets while improving CSAT through empathetic, personalized service.

I manage ticket and case workflows, handle escalations and service recovery, and use Root Cause Analysis (RCA) to reduce recurring issues. I work effectively with CRM and ticketing tools like Zendesk, Freshdesk, HubSpot CRM, Intercom, Salesforce, and Zoho CRM, and I bring strong documentation and quality assurance habits to every support interaction.

Experience

Work history, roles, and key accomplishments

Customer Service & Support Rep

Hello Fresh Eatery

Mar 2023 - Feb 2026 (2 years 11 months)

Provided omnichannel support via phone, email, and live chat, achieving 95% CSAT and consistent SLA compliance while reducing customer wait times by 30%. Managed 70–100 tickets daily, improved first contact resolution, and reduced escalations by 40% through troubleshooting, root cause analysis, and service recovery.

Omni Channel Support Ticket Management SLA First Contact Resolutions Root Cause Analysis Zendesk Freshdesk Escalation Management