Ngadiuba

Ihekwuaba Okereke Ngadiuba
Customer Support Specialist | Customer Success Manager | Customer Experience
Lead
Lagos, Nigeria | https://calendly.com/ionmandigitalservices/letustalk| [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Expert customer experience specialist proficient in managing the customer support value chain for fintech, banking
industries, Business to Business (B2B) and Business to Customers (B2C) industries, while being skilled in resolving complex
application issues and technical challenges for enterprise customers. Ability to lead a team on customer service processes
while been involved in ensuring team growth, adherence to service level agreements and customer service management
while applying proven strategies and expertise in troubleshooting and critical thinking to contribute to organizational
success.

PROJECTS
• Training of 15 – 25 support agents on certain organization products, while placing emphasis on the policies and
procedures
• Monitoring of support agents’ performance while identifying opportunities for improvement & providing insight on
how they can meet customer expectations.
• Deploying creative strategies and planning activities that can enhance customer experience such as periodical
training, refreshers course, and product development especially when there are new updates & features.
• Setting Up of proven methods to manage customer escalation and managing the technology for financial institutions
branches, while managing the database, ensuring proper authentication, and monitoring the process flow.

TOOLS & TECHNICAL SKILLS
• Proficient use of Microsoft Office and Google Workspace.
• Customer Support tools competencies such as CRMs to manage inquiries, track tickets and provide efficient
support.
• Mobile & Web Application Support which includes chat, email, and phone systems.
• Utilization of documentation and knowledge-based software to provide a library of articles or documentation.
• Troubleshooting, Multitasking, Time Management, and review of service tickets using the right actions.
• Manage and building customer relationships with actionable SLAs.
• Preparing reports using proven technologies focusing on performance, activity reports and incident reports.
• Communication tools proficiency such as Slack, Teams and process assignment using JIRA.
• Utilizing feedback mechanisms to analyze and get surveys for customer experience improvement.
• Use of tools to analyze customer data, create reports, and identify trends or patterns.

WORK EXPERIENCE
Customer Support Engineer Dec. 2021 – April 2024
iGieT LTD, Lagos
• Document ticket resolutions and different approaches while contributing to the knowledge base for first-hand
information and providing quick references to support engineers.
• Successfully managing and implementing multiple technical infrastructure initiatives for a diverse-international
customer base which includes deployment, automation, and testing to drive their technical architecture.
• Act as an internal customer advocate by harnessing excellent collaborative skills across Product Groups and other
technical resources to drive bug fixes, patches, and test cases while escalating to the proper channels.
• Document and maintain the team's standard operating procedures leading to seamless transitioning and training
of new support engineers.
 • Perform root cause analysis and document troubleshooting outcomes to improve our response rate to customers.
• Effectively communicate technical concepts and product limitations to educate customers on the best practices
for securing their tenant while delivering supported workarounds when applicable.
• Ensure high severity tickets are handled, while meeting the required Service Level Agreement (SLA) and set the
right expectation leading to a high customer satisfaction rate.

TRIBEST Consulting for United Bank for Africa Group August 2021 – December 2021
Team Member, IT Care /Customer Admin.
• Collaborated with my team to reduce the abandoned ticket rate from 20% to 0% in the headquarters while
maintaining quality support.
• Maintained 98% first-call resolution, thereby reducing call-back rates, and enhancing 100% customer service
experiences.
• Proactively reduced repetitive incidence ticket rate by 20% within my purview and decreased average support
ticket resolution turnaround time.
• Debugging of software issues within the customer environment while displaying empathy.
• Communicated with the management team to find out what they wanted in terms of projects, daily operations
support, and infrastructure.
• Communicated with the technology team and other departments on collaboration issues & as escalation it
requires.
• Agreed costs, timescales, and standards to be met and monitoring these all through the project.

Prime Implementation Partner/Customer Support November 2020 – October 2021
Zone (formerly Appzone Group), Lekki
• Installation, management, and monitoring of the Prime Application that enables branches of financial
institutions print and deliver debit cards to customers at the spot.
• Responsible for the maintenance and control of the Application by engaging in on-field training.
• Tasked with learning and researching Application system updates while updating the new software and
recommending the hardware for client branches.
• Responsible for matters inquiries and operational usage.
• Implemented & deployed the Prime Application software for financial institutions.
• Responsible as first-level support and the first point of contact for troubleshooting using ASP.net to confirm the
installation and checking for malware to avoid using Grafana & Microsoft Excel for documentation.
• Engaged in best practice of troubleshooting in the situation where errors come up prior, during and after
installation.
• Enabling and supporting the use of the Prime Application on all end users of the branches of the financial
institutions that enable them print debit cards for customers, while maintaining connectivity to the application.

AWARD & ACHIEVEMENTS

• Actively involved in successfully setting up an average of 100 sites/branches for the Prime Application setup
while collaborating with various teams of different financial institutions between 2020 and 2021
• Coordinated and engaged in the training of product users using video platforms as a means of communication.
• Carrying out of customer Support team members on knowledge of customer service and product knowledge.

EDUCATION
Nnamdi Azikiwe University, Awka, Anambra Graduated: August 2017
Bachelor of Engineering: Chemical Engineering