Jefferson umudi

Customer Support Specialist / Technical Support and Operations Manager

Open to offers · Member since 18 Sep 2026

Message

Location: Asaba, Nigeria

Desired salary: 1200–2500 USD/monthly

Work preference: Remote Only / Full Time

Experience level: Mid

About

Professional summary

I am a technically minded Customer Support Specialist and Operations and Product Manager with experience resolving complex client, technical, and operational issues. I focus on identifying root causes, not just providing surface-level fixes, and I take ownership of issues through to resolution.

I have supported high-volume customer queues using Zendesk, resolving more than 20 tickets daily while maintaining approximately 85% resolution, 75% first-contact resolution, and 90% customer satisfaction. I am experienced in phone, email, and live-chat support.

I administer ticketing workflows, routing rules, macros, reporting, and escalation paths to help teams meet SLA targets and improve service quality. I also use recurring customer feedback to identify process gaps and reduce repeat contacts.

I work effectively across customer, product, operations, and technical teams. I communicate technical issues clearly in plain language and coordinate escalations to ensure customers receive accurate, timely support.

I am Zendesk-certified and IT Support-certified, with foundational knowledge of hardware, software troubleshooting, networking, and technical support practices. I am remote-ready and comfortable working UK hours.

Notice period: Immediately

Experience

Career history

Operations and Product Manager Valorish Ltd

2025 – Present

I lead day-to-day operations for a growing customer base, aligning projects, teams, and stakeholders around shared performance goals.

I serve as a key link between customers, product, and internal teams, turning recurring support feedback into process improvements that reduce repeat contacts. I own customer and operational issue resolution end-to-end, establish clear escalation paths, and coordinate cross-functional delivery to maintain a consistent customer experience.

Client Management / Technical Support Tradift

2023 – 2025

I reconciled and resolved more than 20 customer support tickets per day through Zendesk workflows, maintaining approximately 85% resolution, 75% first-contact resolution, and 90% CSAT.

I diagnosed technical and operational issues at the root-cause level and coordinated complex escalations with internal technical teams. I also administered ticket routing, macros, and workflows to organize high-volume queues, meet SLA requirements, and communicate technical issues clearly to clients.

Client Management / Technical Operations Peculiar Consults

2021 – 2023

I resolved client-reported technical issues through structured troubleshooting and root-cause analysis, prioritizing lasting solutions over temporary workarounds.

I improved day-to-day service delivery through proactive follow-up, cross-team coordination, and issue tracking, helping reduce unresolved handoffs and improve the client support experience.