Wilberforce Udo

Customer Support Specialist with 1+ year managing high-volume email, live chat, and phone support for e-commerce, ride-hailing, and freelance clients. Skilled in resolving billing, refund, order-tracking, and account issues end-to-end while maintaining SLA and response-time targets. Experienced with Zendesk, HubSpot, and Google Workspace, with working knowledge of Intercom, Freshdesk, and Shopify support workflows.

Known for clear written communication, patience with frustrated customers, fast turnaround, and accurate escalation.

Customer Support Representative - Bolt (Ride-Hailing Platform)

(2025)

• Managed high-volume daily customer interactions via email and chat, consistently meeting response and resolution time targets.
• Resolved driver and rider complaints end-to-end, including billing disputes, account issues, and trip discrepancies, with a focus on first-contact resolution.
• Identified recurring issue patterns and escalated systemic problems to appropriate teams, contributing to faster resolution cycles and improved service reliability.
• Organized and led a structured advocacy campaign on behalf of fellow drivers, producing multi-platform communications and coordinating with a regulatory body.
• Operated independently in a self-managed, remote-adjacent capacity, demonstrating discipline and reliability with minimal supervision.

Customer Service Assistant - Freelance

(2024 - 2025)

• Responded to customer inquiries across multiple client accounts, managing shared inboxes and resolving issues promptly and professionally.
• Maintained organized customer records and accurate documentation of every interaction and follow-up.
• Delivered consistent, professional support for small business clients with limited internal support capacity.
• Supported light social media management using Canva and Buffer, assisting clients with scheduling and content consistency.

B.Sc. - University of Calabar (2020)