Emmanuela Ugwu

UGWUEMMANUELAAMAKA Ni ger i a| -| el achr i st abel 8@gmai l . com]| www. l i nkedi n. com/ i n/ el aamaka PROFESSI ONALSUMMARY Pr oact i v eanddet ai l or i ent edCust omerExper i enceSpeci al i stwi t hov er3y ear sof exper i encesuppor t i ngecommer cebr andsandopt i mi zi ngcust omeri nt er act i onsacr oss emai l , chat , andphone.Ski l l edi nZendesk, I nt er com, HubSpot , andShopi f y , wi t hapr ov en abi l i t yt or esol v ei ssuesqui ckl y , boostcust omersat i sf act i on, andmai nt ai nseaml ess br andexper i ences.Adeptatbui l di ngl ongt er mr el at i onshi pst hr oughempat hy , accur acy , andconsi st entser v i cedel i v er y . CORESKI LLS Cust omerSuppor t( Emai l , Chat , Cal l s, Soci al Medi a) Or der&Pr oductI ssueResol ut i on Ecommer cePl at f or m Management( Shopi f y , WooCommer ce) CRM Tool s: Zendesk, I nt er com, HubSpot Repor t i ngandSLACompl i ance Cust omerRet ent i on&Sat i sf act i on Dat aEnt r y&Repor t i ng Pr ocessI mpr ov ement Remot eCol l abor at i onTool s( Googl eSui t e, Mi cr osof tOf f i ce, Tr el l o, Asana) PROFESSI ONALEXPERI ENCE Cust omerSuppor tSpeci al i st( Remot e) Fr eel ance/Var i ousCl i ent s( Shopi f y , SaaS, andeCommer ce) Mar ch, 2023–May , 2025  Pr ov i dedcust omersuppor tv i aemai l , chat , andsoci al medi a, r esol v i ng50+ t i cket sdai l ywi t h95%sat i sf act i onr at i ng.  Managedandcat egor i zedt i cket susi ngZendeskandCRM t ool s, ensur i ngi ssues wer epr i or i t i zedandr esol v edwi t hi nSLA.  Resol v eddi sput esandr ef undr equest swi t hi n24hour s, mai nt ai ni ngcompl i ance wi t hcompanypol i ci es.  Handl edShopi f yor dermanagement , pr oductt r acki ng, andsuppl i er communi cat i ont oensur et i mel ydel i v er y .  Col l abor at edwi t hcr ossf unct i onal t eamst ost r eaml i ner esponset empl at esand r educeav er agehandl et i meby25%. Cust omerExper i enceRepr esent at i v e-Ret ai l Br and Wal t er&Son December , 2021–Febr uar y , 2023  Del i v er edmul t i channel suppor t( emai l , chat , andphone)f orecommer ce cust omer sacr osst heU. S.andEur ope.  Mai nt ai nedaccur at er ecor dsofcust omeri nt er act i onsusi ngHubSpotCRM.  Suppor t edmar ket i ngandl ogi st i cst eamsbyi dent i f y i ngcommoncust omer i ssuesandsuggest i ngpr ocessi mpr ov ement s.  Recogni zedf ormai nt ai ni nga98%qual i t yassur ancescor ei nt i cketr esol ut i on. EDUCATI ON Bachel or ’ sDegr eei nNut r i t i onandDi et et i cs Uni v er si t y bofNi ger i a, Nsukka, 2016. CERTI FI CATI ONS OnDemandI TSki l l sTr ai ni ng-( Di gi t al Wi t chI TSuppor tCommuni t y ) 06/ 2024 Vi r t ual Assi st antMent or shi ppr ogr am -( Af r i ment ) . 08/ 2025 SKI LLSANDTOOLS CRM &ERP: Sal esf or ce, HubSpot , Zendesk, WHMCS, Fr eshdesk, ZohoDesk, I nt er com Col l abor at i on: Sl ack, Zoom, Mi cr osof tTeams, Asana, Tr el l o, Loom Pr oduct i v i t y : Googl eWor kspace( Docs, Sheet s, Gmai l , Meet , Sl i des) , Mi cr osof tOf f i ce ( Wor d, Excel , Power Poi nt ) Mar ket i ng&Ecommer ce: Mai l chi mp, Shopi f y , Br ev o, Out l ook, What sAppBusi ness. Aut omat i on&Tech: Zapi er , Basi cHTML5, Wor dPr ess ADDI TI ONALI NFORMATI ON -Av ai l abl ef orf ul l t i mer emot ewor k -Accesst oper sonal comput erandst abl ei nt er netconnect i on -Excel l entwr i t t enandv er bal communi cat i onski l l s