Linda Okoidam

Customer Support Specialist with 2+ years of experience handling high-volume customer inquiries across phone, email, and live chat. Skilled in ticket management, issue investigation, complaint resolution, CRM documentation, SLA-based support, and customer follow-up. Managed 60+ inbound customer calls daily while maintaining accurate records and providing timely, professional support.

Known for clear communication, attention to detail, and taking ownership of customer issues through resolution remote team environment.

Customer Support at Digital Witch Support Community (2026-02 – 2026-07)

• Resolved customer inquiries by applying first-level SaaS troubleshooting processes to achieve timely and accurate customer support.
• Developed and implemented a Freshdesk ticket-management process that increased issue traceability and resolution ownership by organizing, assigning, updating, and following support tickets through each stage.
• Prioritized and escalated support cases by applying SLA principles to response and resolution timelines to achieve timely handling based on urgency and scope.
• Investigated customer issues before escalation by identifying possible causes and documenting findings to achieve appropriate internal routing and faster resolution.
• Documented customer issues, troubleshooting steps, internal notes, and resolutions by maintaining structured case records to achieve accurate and consistent support histories.

Customer Service at Moniepoint (2023-11 – 2025-09)

• Managed 60+ inbound customer calls daily, along with email and live chat inquiries, providing timely and professional support across multiple channels.
• Responded to customer inquiries about orders, refunds, applications, service requests, account information, and general concerns.
• Resolved customer complaints and difficult conversations with patience, empathy, and a focus on identifying appropriate solutions.
• Prioritized multiple customer requests while maintaining accurate information, timely responses, and consistent service quality.
• Maintained customer accounts, personal information, interaction records, and service updates.
• Followed up on outstanding requests and collaborated with internal teams to coordinate solutions, apply company policies, and ensure 95% of customer issues were followed through to resolution.

Bachelor of Science in Tourism & Hospitality Management – National Open University of Nigeria (NOUN) Lagos