Ugonna

UGONNA CHRYSOGONUS 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 Support Specialist with nearly six years of experience across fintech and e-commerce, providing high-volume
omnichannel support through live chat, email, phone, and digital platforms. Experienced in resolving customer complaints,
technical and payment issues, managing escalations, maintaining accurate CRM records, and following cases through to
resolution. Proficient in Zendesk, Salesforce, Jira, Microsoft Excel, SQL, and Power BI, with a strong record of meeting SLA,
KPI, and quality targets. Known for proactive problem-solving, clear communication, empathy, and effective prioritization in
fast-paced environments.

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

• Provide high-volume omnichannel customer support through Jira and Zendesk (WhatsApp and live chat),
resolving customer, account, payment, and technical issues while meeting SLA, CSAT, and quality targets.

• Investigate payment failures, account issues, and transaction disputes by reviewing internal systems and
coordinating with Engineering, Product, Compliance, and Operations teams to identify root causes and deliver
timely resolutions.

• Handle high-priority escalations and maintain proactive communication with customers throughout the resolution
process, including appropriate follow-up until closure.

• Maintain accurate customer records, case notes, interaction histories, escalation details, and resolution
information within CRM and support systems.

• Identify recurring customer issues and collaborate cross-functionally to improve product reliability, support
workflows, and resolution processes.

• Develop SOPs and troubleshooting documentation that improved support consistency and reduced average handling
time.

• Mentor junior support specialists on product knowledge, ticket handling, case documentation, and customer
communication best practices

JUMIA NIGERIA (E-commerce) LAGOS, NIGERIA
Customer Service Representative October 2020 – March 2023

▪ Delivered omnichannel customer support across phone(x-cally), live chat and email through Salesforce, resolving
customer inquiries and complaints through clear communication and strong product knowledge.

▪ Managed high-volume customer interactions by prioritizing urgent cases, multitasking across multiple channels, and
maintaining prompt response times.

▪ Maintained accurate customer interaction and case records in CRM and support systems to support effective follow-
up and resolution.

▪ Used internal troubleshooting frameworks to diagnose and resolve technical issues while maintaining quality
standards and consistent service delivery.

▪ Followed established communication procedures and support guidelines while adapting responses to different
customer needs and situations.

AI & AUTOMATION EXPERIENCE

▪ Designed AI-powered workflows using n8n and Zapier to automate repetitive business processes.
▪ Built an automated Gmail complaint-handling workflow that generated real-time responses, reduced customer wait
times, and minimized missed support requests.
▪ Built solutions integrating platforms like Google sheet and Slack 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

• Data analysis certificate – Techyjaunt 2023
• National Youth Service (NYSC) 2023
• HackerRank skill certification - SQL REFERENCE 2024
• Pwc Switzerland - Power BI job Simulation – Forage 2024
• AI & Automation Certification 2026

Referee

Available on request