BLESSING UCHENNA OGUGUO
CUSTOMER SUPPORT SPECIALIST
Abuja, Nigeria |-| Linkedln | -
SUMMARY
Customer Support Specialist with 2 years of remote and hybrid experience in e-commerce, logistics, and
EdTech. Skilled in multi-channel support (chat, email, phone, video) and proficient in CRM platforms. Proven
record of reducing resolution time by 20%, and boosting repeat business by 15%. Currently seeking a remote
Customer Support Specialist role to deliver high-quality service and drive customer loyalty.
TECHNICAL SKILLS
Customer Experience Management
Multi-Channel Customer Support
(Phone, Email, Chat)
B2B Communication
Technical Support & Ticket Resolution
Cold & Warm Calling
Problem Solving & Conflict Resolution
Quality Assurance
Time Management
Communication
PROFESSIONAL EXPERIENCE
Customer Support Specialist
ModSquad | United States (Contract)
May 2025 - Present
Resolved 20+ daily tickets in Zendesk with 95% first-contact resolution and 100% SLA compliance.
Processed 30+ daily orders, reducing hold times by 20% through proactive communication.
Troubleshot technical issues with 90% success, minimizing downtime.
Collaborated via Slack and Google Workspace to accelerate escalations by 15%.
Customer Support Specialist (Contract)
SSBooking | Remote
Aug 2024 - Mar 2025
Responded to booking inquiries via chat, email, and phone, resolving 50+ cases weekly.
Reduced refund and modification handling time by 20%, improving customer satisfaction.
Coordinated with suppliers to achieve 90% on-time reservation fulfillment.
Logged 100% of interactions in CRM, ensuring accurate tracking and follow-up.
Nov 2022- Nov 2024
Customer Support Representative
Magikworld Global Services
Handled inquiries and delivery issues through CRM, maintaining 95% SLA compliance.
Increased repeat orders by 15% through post-delivery follow-ups.
Reduced escalation turnaround by 18% through accurate documentation.
Coordinated delivery schedules with field teams, minimizing delays.
EDUCATION
BACHELOR OF ARTS
Philosophy
University of Port-Harcourt
CERTIFICATIONS
Certified Customer Service Professional – Alison
Diploma in Customer Service – Alison
Certified Virtual Assistant ALX
BLESSING UCHENNA OGUGUO
CUSTOMER SUPPORT SPECIALIST
Abuja, Nigeria |-| Linkedln | -
TOOLS
Zendesk
Intercom
HubSpot
Zoho
Google Workspace
Slack
Microsoft Teams & Zoom
Trello & Asana
Canva & Discord
