JUDITH MADIDI
Richmond,US
Summary
Motivated professional with a strong focus on customer success and operational efficiency. Proven ability to streamline processes, manage high-value accounts, and enhance customer relationships, achieving a 20% boost in workflow efficiency. Eager to leverage CRM expertise and issue resolution skills to drive customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Success Specialist
Oxford Nanopore Technologies
Houston, US
03.2024 - Current
- Streamlined account creation, order placement, modifications, and issue resolution via phone and email support, improving response times for customer inquiries.
- Managed inquiries and provided product information, leading to increased customer satisfaction and retention.
- Collaborated with cross-functional teams to improve customer experience, resulting in higher satisfaction ratings.
- Resolved escalated customer requests using strong problem-solving skills to improve service outcomes.
- Generated over 20 daily customer quotes for government and commercial accounts, ensuring pricing accuracy.
- Managed customer orders exceeding $500K annually for Canadian government and commercial accounts, ensuring compliance and timely fulfillment.
- Collaborated with sales, logistics, finance, and technical support teams to optimize backend processes, boosting workflow efficiency by 20%.
Customer Support Specialist
United Airlines
Houston, US
06.2018 - 11.2023
- Managed customer inquiries through various communication channels effectively.
- Resolved complex travel issues with empathy and professionalism.
- Delivered timely shipment status updates, flight schedules, rates, and routing options to enhance customer satisfaction.
- Managed air cargo bookings, modifications, cancellations, and space allocations to ensure seamless operations.
- Coordinated domestic and international air cargo reservations, achieving over 98% booking accuracy.
- Handled specialized cargo shipments, including temperature-controlled and medical deliveries.
- Collaborated with warehouse personnel and operations teams to resolve shipment challenges efficiently.
- Ensured compliance with safety regulations by thoroughly reviewing dangerous goods shipments.
Education
BACHELOR'S DEGREE - ARTS AND SCIENCES
Mississippi State University
Starkville12-2012
Skills
- Salesforce CRM
- CRM software
- Order management
- Compliance assurance
- Customer onboarding
- Data analysis
- Issue resolution
- Team collaboration
- Cross-functional coordination
- Customer journey mapping
- Account management
- Conflict resolution
- Relationship building
Languages
- French, Native
- English, Native
Timeline
Customer Success Specialist
Oxford Nanopore Technologies
03.2024 - Current
Customer Support Specialist
United Airlines
06.2018 - 11.2023
BACHELOR'S DEGREE - ARTS AND SCIENCES
Mississippi State University