Nigeria--
UDOFIA ENWONGO
SUMMARY
SKILLS &
COMPETENCIES
I am a dedicated and empathetic customer support professional with over
3 years of experience in efficiently handling customer inquiries, resolving
issues and providing exceptional service.
Proficient in Microsoft Office, Google Suite tools, Helpdesk Ticketing
Systems (Zendesk, Freshdesk) and Remote Support tools (AnyDesk,
TeamViewer).
Communication and Interpersonal skills, Empathy, Adaptability, Conflict
Resolution, Technical Support and Troubleshooting.
EXPERIENCE
UNITED BANK FOR AFRICA
(REMOTE CUSTOMER SERVICE REPRESENTATIVE)
January, 2023 – Present
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Managed a high volume of customer inquiries via phone, email, and live chat,
achieving a customer satisfaction of 93%.
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Resolved complex customer issues regarding product inquiries and service
complaints promptly and effectively.
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Maintained accurate records of customer interactions and transactions using
Zendesk.
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Collaborated with cross-functional teams to improve processes and enhance
the overall customer experience.
ERRANDGUSH SERVICES
(REMOTE CUSTOMER SUPPORT INTERN)
September, 2022 – December, 2022
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Provided remote customer support via phone, email and chat for a global client
base.
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Handled inbound customer calls regarding product inquiries, order status, and
technical issues.
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Achieved consistently high customer satisfaction ratings averaging 4 out of 5.
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Proficiently used Zen desk to manage and track customer interactions and
manage support tickets.
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Assisted in training new customer service representatives on company
procedures and customer service protocols.
EVERYDAY FOODS GROUP
(IT SUPPORT)
January, 2022 – August, 2022
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Resolved an average of 20+ software related issues per week, ensuring minimal
downtime for users.
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Facilitated video conferencing setups for over 50 corporate meetings, ensuring
communication efficiency.
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Participated actively in IT meetings, contributing to team strategy and process
improvement.
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Assisted in software installations company wide, improving system
performance and user experience.
C9INE TECH
(TECHNICAL SUPPORT INTERN)
April 2021 – December 2022
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Offered technical assistance to clients via phone calls, emails and remote access,
consistently maintaining a customer satisfaction rate of 94%.
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Provided on-site support for Microsoft Windows and hardware issues and
achieved a 91% issue resolution rate.
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Monitored and performed system maintenance tasks such as installing updates,
patches and drivers.
EDUCATION
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Developed user guide and training guides for new products and services
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Resolved customer’s enquiries promptly while maintaining professionalism.
UNIVERSITY OF UYO, UYO - B.ENG
January, 2020
Bachelor’s Degree in Computer Engineering
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