Peculiar Udoma

Metrics-driven SaaS Support Specialist with 96%+ lifetime CSAT and deep expertise in Zendesk, HubSpot, Intercom & Freshdesk. Bridges front-line operations and engineering to resolve bugs, API anomalies & auth failures across omni-channel B2B/B2C environments.

SaaS Technical Customer Support Specialist - Enterprise Platform Operations & Portfolio Deployment - Nigeria

(2025-01)

• Managed 60+ daily B2B/B2C tickets across Zendesk & Intercom (chat, email, in-app), sustaining 96%+ CSAT
• Isolated and reproduced software bugs, MFA/SSO failures & token auth mismatches, cutting resolution bottlenecks by 15%
• Authored 15+ technical playbooks & Help Center articles, driving an 18% reduction in inbound ticket volume via self-service

Bachelor of Science (B.Sc.) - Computer Science - University of Port Harcourt (UNIPORT) (2027)