Edith Ada Udensi

Customer Support & Emerging IT Professional

LinkedIn

About

Dedicated Customer Support Representative transitioning into IT support, leveraging strong communication and problem-solving skills to enhance client satisfaction and operational efficiency. Proven ability to manage diverse inquiries, coordinate complex logistics, and maintain precise records, eager to apply a growing technical skill set to drive impactful solutions in a dynamic environment.

Work Experience

Customer Care Representative

Monamor Confectionery

Jun 2021 - Feb 2023

Lagos, Ogba, NG

Managed comprehensive customer support operations, resolving diverse inquiries and coordinating orders to ensure high levels of client satisfaction and loyalty.

  • Resolved over 50+ customer inquiries daily across phone, email, and in-person channels, maintaining a professional and empathetic approach to enhance customer experience.
  • Streamlined order placement and delivery coordination processes, contributing to a 15% reduction in delivery discrepancies and improved customer fulfillment rates.
  • Maintained 100% accurate customer records and provided timely updates, improving data integrity and facilitating efficient follow-up communications.
  • Proactively developed in-depth product knowledge, enabling more effective issue resolution and personalized support that increased customer retention.
  • Collaborated cross-functionally with the team to identify and implement service workflow improvements, enhancing overall operational efficiency and customer satisfaction.

Education

IT Support

Professional IT Support Course

Jan 2023 - Aug 2025

Courses

  • Hardware
  • Software
  • Networking
  • Help Desk Tools

Food Science and Technology

Yaba College of Technology

Sep 2012 - Jul 2014

Lagos, NG

Languages

English

Skills

Technical Support

  • Windows Troubleshooting
  • macOS Troubleshooting
  • Microsoft Office (Word, Excel, Outlook)
  • Networking Basics (IP, DNS, Routers)
  • Ticketing Tools (Zendesk, Freshdesk)
  • Remote Tools (TeamViewer, AnyDesk)
  • CRM Tools

Customer Service

  • Customer Inquiry Resolution
  • Order Management
  • Delivery Coordination
  • Issue Resolution
  • Customer Records Management
  • Product Knowledge
  • Client Satisfaction
  • Customer Loyalty

Communication

  • Phone Communication
  • Email Communication
  • Chat Support
  • In-person Communication
  • Professionalism
  • Empathy

Problem Solving

  • Issue Identification
  • Troubleshooting
  • Solution Implementation
  • Workflow Improvement