Ugwuoke

UGWUOKE EMMANUEL CHIBUZOR
Customer Support Specialist
Abuja, Nigeria | Open to Remote (Global, Async-Friendly) | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») |
[відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Customer Support professional with hands-on experience resolving customer inquiries, troubleshooting service issues,
and maintaining response-time and satisfaction standards across healthcare and telecom environments. HubSpot Inbound
Service certified, with structured training in ticket triage, customer retention, and service quality measurement.
Comfortable working async with global, remote-first teams and adapting quickly to new support tools and workflows.

CORE SKILLS
● Customer inquiry handling & ticket resolution
● Service quality & satisfaction (CSAT) improvement
● Help desk / ticketing tools: Zendesk, HubSpot
● Booking & GDS systems troubleshooting (Amadeus, Galileo)
● Clear written & verbal communication
● Remote, async, cross-time-zone collaboration

EXPERIENCE

Customer Service Representative | Goodness Medical2023 – 2024
● Handled patient and customer inquiries in a fast-paced healthcare administration setting, resolving requests
accurately and on time.
● Coordinated appointment scheduling and front-line issue resolution, reducing patient wait times and repeat calls.
● Maintained clear, empathetic communication with patients under time pressure, supporting overall service
quality.
Customer Support Representative | QuickServe Telecoms2022 – 2023
● Managed inbound customer support tickets, troubleshooting service and billing issues to first-contact resolution
where possible.
● Maintained response-time and customer satisfaction targets across a high volume of daily tickets.
● Escalated complex technical issues to the right teams while keeping customers informed throughout.

Quality Assurance & Data Operations | Oasis Biomedical2021 – 2022
● Supported quality-control processes and accurate record-keeping in a regulated, detail-sensitive environment.
● Applied structured checklists and verification steps — transferable directly to support-ticket accuracy and QA.

CERTIFICATIONS
● Zendesk Agent Certification
● HubSpot Academy — Inbound Service Certification
● Independent Travel Manager (ITM), Dreamport — GDS training in Amadeus & Galileo

EDUCATION
B.Sc., Enugu State University of Science and Technology (ESUT)

ADDITIONAL INFORMATION
● Completed National Youth Service Corps (NYSC), Abuja, Nigeria.
● Comfortable with flexible/async hours to support global customers across time zones.