Ugonna

UGONNA EZIHE
[open contact info](look above in the "contact info" section)| [open contact info](look above in the "contact info" section) | https:// [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY

I am a dedicated customer service professional with a passion for delivering exceptional service. My experience has equipped
me with the skills, knowledge, and abilities needed to effectively complete tasks and provide high-quality service. I excel at
proactively identifying and resolving issues, earning a reputation as a self-driven professional with strong problem-solving,
analytical, and communication skills. Additionally, I have a proven ability to collaborate effectively and communicate clearly
within a team environment.

SKILLS
Power BI| SQL | Microsoft Excel| Phone, Chat & Online Support | Use of Zendesk| Use of Salesforce| Use of Jira | Customer
Service |Excellent Communication| Strong Analytical and Problem-solving Skills| Time Management | Technical
Troubleshooting| Microsoft Office (Word, PowerPoint)

PROFESSIONAL EXPERIENCE

MONIEPOINT.INC (Fintech) LAGOS, NIGERIA
Customer Success: Zendesk (Remote) April 2023 – Till Date
• I handle and resolve issues and complaints from over 120 customers daily through the Zendesk WhatsApp and live
chat channels, providing effective solutions.
• I research and deliver accurate information about the company’s products or services using available resources.
• I escalate transaction-related concerns to the appropriate teams when necessary and follow up to ensure resolution.
• I enhance customer loyalty by delivering exceptional experiences via live chat and WhatsApp, consistently meeting all
key performance indicators (KPIs).
Contact: Victor Longe| Team lead live chat – Moniepoint Inc | [open contact info](look above in the "contact info" section)

JUMIA NIGERIA (E-commerce) LAGOS, NIGERIA
Customer Service Representative October 2020 – March 2023
• While addressing customer complaints and inquiries through phone calls, live chat (Salesforce), and emails, I utilized
active listening and product knowledge to effectively resolve inbound queries.
• I efficiently managed high volumes of customer interactions by multitasking and provided timely feedback via phone
calls (X-Cally) and emails when required.
• Leveraging the company's troubleshooting resolution tree, I assessed technical issues and identified appropriate
solutions.
Contact: Salako Emmanuel | Team lead Website Merchandiser – Jumia NG| [open contact info](look above in the "contact info" section)

EDUCATION

Federal Polytechnic Nekede Owerri OWERRI, NIGERIA
Microbiology 2017 - 2019
HND ( Higher National Diploma)

Federal Polytechnic Nekede Owerri OWERRI, NIGERIA
Microbiology 2013 - 2015
ND ( Ordinary National Diploma)
CERTIFICATION

• HackerRank skill certification - SQL REFERENCE 2024 - Present
• Pwc Switzerland - Power BI job Simulation - Forage 2024 - Present
• Data analysis certificate – Techyjaunt 2023 - Present
• National Youth Service (NYSC) 2023

Referee

Available on request