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Ugonna
Customer support specialist
- Considering positions:
- Customer support specialist, Analyst
- Age:
- 30 years
- City of residence:
- Kyiv
- Ready to work:
- Remote
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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)
Lagos, Nigeria.
PROFESSIONAL SUMMARY
Customer-focused professional with 4+ years of experience in fintech and e-commerce, specializing in client relationship
management, escalations, and customer retention in high-volume environments. Proven ability to manage complex customer
issues, collaborate cross-functionally, and improve customer satisfaction and operational efficiency.
Experienced in using CRM and SaaS tools such as Zendesk, Salesforce, and Jira to deliver data-driven insights and enhance
customer experience. Recently certified in AI & Automation, with hands-on experience leveraging automation tools to
improve workflow efficiency and support scalability.
Strong communicator with the ability to translate customer needs into actionable solutions, foster trust, and contribute to
long-term customer success.
SKILLS
Technical Skills: Zendesk, Salesforce, Jira, SQL, Power BI, Microsoft Excel, Google Spreadsheet.
Support Skills: Omnichannel Support (Live Chat, Email, Phone), Escalation Management, Ticket Management, SLA
& KPI Management, Quality Assurance.
Core Skills: Professional communication, Problem Solving, Time Management, Troubleshooting, Customer
Relationship Management.
AI Tools: ChatGPT, automation tools (n8n, Zapier, Make.com)
PROFESSIONAL EXPERIENCE
MONIEPOINT INC. (Fintech) LAGOS, NIGERIA
Customer Support Specialist (Remote) April 2023 – Till Date
• Managed and resolved high-volume customer inquiries across Zendesk (WhatsApp and live chat channels) and Jira,
including payment failures, double debits, chargebacks, and account-related issues.
• Acted as an escalation point for high-risk financial cases, collaborating with engineering team on technical issues,
compliance, and operations teams to ensure timely and accurate resolutions.
• Delivered expert support on digital financial products (wallets, transfers, cards, and payment systems), ensuring
clarity, security, and regulatory compliance.
• Maintained strong performance metrics, consistently achieving the required CSAT, SLAs, QA scores, and resolution
time targets.
• Mentored junior support agents, sharing best practices on case handling, communication, and product knowledge.
• Drove measurable business impact by identifying systemic platform issues, contributing customer insights to product
development, and developing comprehensive SOPs and troubleshooting guides that reduced average handling time
by and improved transaction success rates.
JUMIA NIGERIA (E-commerce) LAGOS, NIGERIA
Customer Service Representative October 2020 – March 2023
▪ Delivered omnichannel customer support across phone, live chat (Salesforce), and email, resolving customer inquiries
and complaints through effective communication and strong product knowledge, resulting in improved customer
satisfaction and reduced escalations.
▪ Managed high-volume customer interactions by prioritizing urgent cases and multitasking effectively across multiple
channels, ensuring prompt response time that contributed to an improvement in the team response metrics and
enhanced customer retention rates.
▪ Utilized internal troubleshooting frameworks to diagnose and resolve technical issues, reducing average handling time
while maintaining quality standards and supporting consistent service delivery.
AI & AUTOMATION EXPERIENCE
▪ Designed and implemented automated workflows using tools such as n8n, Zapier, and Make to streamline
repetitive processes
▪ Leveraged AI tools to improve response efficiency, task automation, and workflow optimization.
▪ Built solutions integrating platforms like Airtable, Slack, and Telegram to enhance operational
productivity.
▪ Developed a strong understanding of AI-driven systems and their application in customer
operations and business efficiency
EDUCATION
Federal Polytechnic Nekede Owerri OWERRI, NIGERIA
Higher National Diploma 2017-2019
CERTIFICATION
• HackerRank skill certification - SQL REFERENCE 2024
• Pwc Switzerland - Power BI job Simulation - Forage 2024
• Data analysis certificate – Techyjaunt 2023
• National Youth Service (NYSC) 2023
• AI & Automation Certification 2026
Referee
Available on request
[
Lagos, Nigeria.
PROFESSIONAL SUMMARY
Customer-focused professional with 4+ years of experience in fintech and e-commerce, specializing in client relationship
management, escalations, and customer retention in high-volume environments. Proven ability to manage complex customer
issues, collaborate cross-functionally, and improve customer satisfaction and operational efficiency.
Experienced in using CRM and SaaS tools such as Zendesk, Salesforce, and Jira to deliver data-driven insights and enhance
customer experience. Recently certified in AI & Automation, with hands-on experience leveraging automation tools to
improve workflow efficiency and support scalability.
Strong communicator with the ability to translate customer needs into actionable solutions, foster trust, and contribute to
long-term customer success.
SKILLS
Technical Skills: Zendesk, Salesforce, Jira, SQL, Power BI, Microsoft Excel, Google Spreadsheet.
Support Skills: Omnichannel Support (Live Chat, Email, Phone), Escalation Management, Ticket Management, SLA
& KPI Management, Quality Assurance.
Core Skills: Professional communication, Problem Solving, Time Management, Troubleshooting, Customer
Relationship Management.
AI Tools: ChatGPT, automation tools (n8n, Zapier, Make.com)
PROFESSIONAL EXPERIENCE
MONIEPOINT INC. (Fintech) LAGOS, NIGERIA
Customer Support Specialist (Remote) April 2023 – Till Date
• Managed and resolved high-volume customer inquiries across Zendesk (WhatsApp and live chat channels) and Jira,
including payment failures, double debits, chargebacks, and account-related issues.
• Acted as an escalation point for high-risk financial cases, collaborating with engineering team on technical issues,
compliance, and operations teams to ensure timely and accurate resolutions.
• Delivered expert support on digital financial products (wallets, transfers, cards, and payment systems), ensuring
clarity, security, and regulatory compliance.
• Maintained strong performance metrics, consistently achieving the required CSAT, SLAs, QA scores, and resolution
time targets.
• Mentored junior support agents, sharing best practices on case handling, communication, and product knowledge.
• Drove measurable business impact by identifying systemic platform issues, contributing customer insights to product
development, and developing comprehensive SOPs and troubleshooting guides that reduced average handling time
by and improved transaction success rates.
JUMIA NIGERIA (E-commerce) LAGOS, NIGERIA
Customer Service Representative October 2020 – March 2023
▪ Delivered omnichannel customer support across phone, live chat (Salesforce), and email, resolving customer inquiries
and complaints through effective communication and strong product knowledge, resulting in improved customer
satisfaction and reduced escalations.
▪ Managed high-volume customer interactions by prioritizing urgent cases and multitasking effectively across multiple
channels, ensuring prompt response time that contributed to an improvement in the team response metrics and
enhanced customer retention rates.
▪ Utilized internal troubleshooting frameworks to diagnose and resolve technical issues, reducing average handling time
while maintaining quality standards and supporting consistent service delivery.
AI & AUTOMATION EXPERIENCE
▪ Designed and implemented automated workflows using tools such as n8n, Zapier, and Make to streamline
repetitive processes
▪ Leveraged AI tools to improve response efficiency, task automation, and workflow optimization.
▪ Built solutions integrating platforms like Airtable, Slack, and Telegram to enhance operational
productivity.
▪ Developed a strong understanding of AI-driven systems and their application in customer
operations and business efficiency
EDUCATION
Federal Polytechnic Nekede Owerri OWERRI, NIGERIA
Higher National Diploma 2017-2019
CERTIFICATION
• HackerRank skill certification - SQL REFERENCE 2024
• Pwc Switzerland - Power BI job Simulation - Forage 2024
• Data analysis certificate – Techyjaunt 2023
• National Youth Service (NYSC) 2023
• AI & Automation Certification 2026
Referee
Available on request
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The candidate's resume is posted at https://www.work.ua/resumes/9165862/