Petchie Odi

Customer Support Specialist and Virtual Assistant with 8+ years of experience supporting U.S.-based customers across voice, email, and chat channels. Proven track record in customer service, technical support, billing resolution, account retention, client onboarding, and CRM administration. Highly proficient in GoHighLevel (GHL), Salesforce, HubSpot, Zendesk, Zoho CRM, Intercom, and RingCentral.

Skilled at resolving complex escalations, maintaining high customer satisfaction (CSAT), and consistently exceeding KPI, SLA, QA, and First Call Resolution (FCR) targets in fast-paced remote environments.

Vacation Offer Customer Service / Virtual Assistant at Vacation Offer (2025-12 – 2026-08)

• Managed multi-channel reservations across Airbnb, direct bookings, Marriott, and partner channels using Hostaway.
• Addressed high-volume guest inquiries, booking modifications, cancellations, check-in/out procedures, and property issues.
• Coordinated property cleaning, maintenance scheduling, and special guest requests seamlessly through Breezeway.
• De-escalated guest concerns professionally and collaborated with operations teams to deliver smooth, high-satisfaction guest stays.
• Maintained meticulous guest records and strictly adhered to company SOPs.

Virtual Assistant (Contract Completed) at Bootstrapped Marketing (2025-06 – 2026-06)

• Administered GoHighLevel (GHL) CRM, pipeline updates, automated workflows, and client onboarding processes.
• Provided phone, email, and chat support while maintaining accurate database records.
• Assisted with lead follow-ups, estimates, reporting, and administrative tasks to drive sales efficiency.
• Improved overall response times and engagement rates through structured client communication workflows.

Customer Service & Billing Support Specialist at Support Zebra (2020-06 – 2025-05)

• Delivered high-volume omnichannel support (phone, email, chat) resolving complex customer inquiries, billing disputes, and account issues.
• Managed Tier-2 escalations, payment dispute resolutions, collections inquiries, and account recovery.
• Guided new clients through seamless onboarding and performed tier-1 technical troubleshooting for service-related issues.
• Maintained rigorous CRM documentation while consistently exceeding Quality Assurance (QA) and First Call Resolution (FCR) targets.

Sales Representative / Appointment Setter at Media Solutions (2018-03 – 2019-03)

• Conducted outbound B2B/B2C prospecting calls to qualify leads and schedule appointments for executive sales teams.
• Updated CRM records with meticulous accuracy to maintain clean sales pipelines.
• Applied consultative sales techniques to increase prospective client engagement and boost lead conversion rates.

Verifier Supervisor / Recruitment Support at I Care Global Voice Solutions (2017-01 – 2018-02)

• Supervised daily verification operations and served as the primary escalation contact for complex customer matters.
• Partnered with HR to support candidate onboarding, quality audits, agent performance reviews, and team coaching.
• Monitored team compliance with client SLAs and internal service standards.

Customer Service & Technical Support Representative at Convergys (2012-12 – 2016-12)

• Delivered voice support for billing adjustments, account inquiries, and advanced technical troubleshooting for high-volume U.S. accounts.
• Maintained top-tier CSAT scores while adhering strictly to handle time and first-contact resolution metrics.

Customer Service & Technical Support Representative at Concentrix (2005-12 – 2006-12)

• Troubleshot internet connectivity issues, router configurations, and hardware setups in a fast-paced environment.

Bachelor of Science in Computer Science – AMA Computer College