Stephanie Udoh

A highly empathetic and results-oriented Customer Support Representative with more than three years of experience in resolving complex customer inquiries and optimizing support processes. Excelled in leading the migration of manual tracking systems (Excel and email-based) to structured CRM and ticketing platforms, resulting in significantly improved response times and enhanced service consistency. Adept at analysing customer feedback and transforming it into actionable insights for internal stakeholders.

Proven ability to deliver exceptional customer service while effectively addressing technical challenges in dynamic, fast-paced environments.

Senior Customer Support Representative at Federal Civil Service Commission (FCSC) (2022-11 – 2025-03)

• Designed and managed a centralized knowledge base with a comprehensive response template library on Freshdesk, resulting in a 15% reduction in average handle time within three months.
• Migrated legacy Excel-based customer follow-up lists into automated daily reminders using low-code tools (Make and Zapier), achieving zero overdue SLA breaches.
• Collaborated closely with the Product Development team to create structured feedback datasets from support tickets, directly contributing to the resolution of 3 major bugs and the implementation of 2 key feature updates.
• Partnered with Commercial and Operations teams to translate customer pain points into measurable KPIs (including first response time, resolution rate, and CSAT), ensuring strong alignment between support processes and organizational objectives.
• Acted as the primary escalation point for high-severity complaints, successfully de-escalating over 20 critical cases monthly while maintaining a 90% first-contact resolution rate on escalated issues.

Customer Support Representative at Wireless Computer Services (2021-09 – 2022-11)

• Migrated manual customer inquiry logs from Excel spreadsheets and shared email inboxes into a structured CRM ticketing system (Zendesk), enabling better tracking of response times and issue resolution rates.
• Assisted in developing weekly customer satisfaction (CSAT) summaries for leadership, including trend analysis on recurring complaints and feature requests.
• Responded to an average of 50+ customer inquiries per day via chat and email, consistently maintaining a 95%+ satisfaction rating and sub-4-hour first response time.

Cash Collections & Reconciliation Manager at Clintech (2025-08 – 2026-03)

• Led cash collections and Accounts Receivable (AR) reconciliation for a cluster of five home health and hospice agencies, ensuring strict compliance with revenue cycle best practices and accountability standards.
• Decreased AR over 90 days by 22% within 18 months through the implementation of standardized daily reconciliation processes across all regional locations.
• Managed daily cash application, payment posting, and denial reconciliation, effectively resolving discrepancies with Medicare, Medicaid, and commercial payors.
• Trained over 12 billing and administrative staff members on complex payor contract interpretation and home health billing regulations, including Medicare Home Health PPS and Hospice Cap, resulting in a 30% reduction in rework requests.

BSc in Computer and Information Technology – University of UYO (2017-09 – 2021-07)