Ebube Blessing Ugokwe
LinkedIn|Portfolio|Lagos, Nigeria
CAREER SUMMARY
Customer Service & Support Specialist with 3+ years of experience delivering B2B and B2C customer support across phone, email, and chat. Skilled in building client relationships, understanding customer needs, and presenting tailored solutions that drive satisfaction and long-term partnerships. Proficient in CRM systems, ticketing tools, and customer engagement strategies with a proven track record of problem-solving, upselling new products, and enhancing customer experiences.
Currently upskilling in sales
SKILLS/CORE COMPETENCE
• B2B Customer Support & Relationship Management
• Client Needs Analysis & Tailored Solutions
• Cold Email and LinkedIn outreach.
• Phone, Email & Chat Communication
• Upselling & Cross-Selling Support
• Product Knowledge & Customization Presentation
• CRM & Ticketing Tools (Zendesk, Freshdesk, HubSpot)
• Problem-Solving & Escalation Handling
• Keen attention to detail.
• Active and effective listening.
• Strong reflection and evaluation skills.
• Result and goal-oriented.
Technical Skills & Tools
• Customer Support & CRM Tools: Zendesk, Freshdesk, HubSpot, GoHighLevel, Apollo.io, Expandi.
• Communication Platforms: Slack, Zoom, Loom, Microsoft Teams.
• Productivity & Project Management: Trello, Airtable, Google Workspace (Docs, Sheets, Slides, Meet), Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Marketing & Engagement Tools: Mailchimp, SalesBlink, LinkedIn Sales Navigator, Buffer, Ocoya.
• Design & Content Tools: Canva (graphics, presentations)
WORK EXPERIENCE
Virtual Assistant - Marketing Executive
Million Dollar Sprint – United Kingdom March 2024 – Present
• Engage directly with business clients (retailers/consultants) via LinkedIn and email, identifying their needs and presenting tailored solutions.
• Draft and deliver cold email campaigns, successfully booking 30% more sales calls with potential leads month-over-month.
• Schedule and coordinates B2B sales calls, strengthening client relationships and ensuring smooth onboarding processes.
• Create compelling LinkedIn content strategy, improving engagement by 70%, attracting new leads, and growing the follower base by 50%.
• Manage client expectations effectively and ensuring professional communication resulting in positive feedback and an average customer satisfaction score of 95%.
• Build rapport with potential leads via LinkedIn Dm outreach to get appointments booked
• Search for potential leads, leveraging on LinkedIn sales navigator and Apollo.io
Administrative Manager
Eyconic Media – Lagos Nov 2022 – Jun 2024
• Collaborated with vendors and partners, ensuring their needs were met and fostering long-term business relationships.
• Conducted meetings with clients and internal teams, translating client requirements into successful outcomes that boosted profitability by 25% in two quarters.
• Monitored workflows and provided tailored solutions to client concerns, ensuring consistent product quality and satisfaction.
• Championed the idea of customer loyalty program that led to increase in customer retention by 80%
Administrative Assistant
Strends Print Limited – Lagos May 2021 – Oct 2022
• Provided B2B customer support by managing schedules, delivering reports to departments, and ensuring smooth communication with clients.
• Coordinated client meetings, documenting needs and ensuring service delivery aligned with expectations.
• Developed filing/documentation systems that improved efficiency and responsiveness by 30%.
• Provided prompt response to customer’s inquiry, product purchase and complains via Instagram Dm, emails, phone calls and Whatsapp.
Customer Service Representative
Bakes ‘N’ Delish Confectionery – LagosOct 2020 – Jan 2021
• Delivered customer service via phone, WhatsApp, and Instagram, handling product inquiries and resolving issues promptly.
• Coordinated stock with suppliers to ensure customer demands were consistently met.
• Built customer loyalty by ensuring high-quality service and proactive support.
EducationAlex Ekwueme Federal University Ndufu Alike Ikwo, Nigeria
Bachelor of Arts in English & Literary StudiesOct 2016 – Jan 2020
Certifications
• Customer success fundamental – CustomerSuccessU (Oct 2025)
• Customer service: Call control strategies - LinkedIn (2025)
• Sales foundations - LinkedIn (2025)
• Prepare yourself for a career in sales - LinkedIn (2025)
• Customer Service: Problem Solving & Troubleshooting - LinkedIn (2025)
• Building Rapport with Customers - LinkedIn (2025)
• Serving Customers Through Chat & Text - LinkedIn (2025)
• Cold email prospecting - LinkedIn (2025)
• Handling Abusive Customers - LinkedIn (2025)
• Technical Support Fundamentals - Coursera (2023)
• Virtual Assistant – ALX Africa (2022)
• Outstanding Customer Service - Alison University (2020)
• National Youth Service Corps (NYSC) | Mar 2021 – Feb 2025
