JOSEPHINE UZONWA
Customer Service Representative |-| - | Abuja, Nigeria
PROFESSIONAL SUMMARY
Customer Support Specialist with hands-on experience in providing exceptional customer service and technical assistance. Expert in managing customer inquiries, troubleshooting, problem-solving, handling difficult customers or angry customers, resolving complex issues, and delivering personalized solutions to enhance customer satisfaction.
ACHIEVEMENT
Delivered exceptional customer support across SaaS and e-commerce platforms, achieving 92% customer satisfaction and resolving 95% of issues on first contact.
Improved customer satisfaction by 50% and reduced response time by 40% through proactive issue resolution in SaaS and e-commerce environments.
Provided top-notch customer support, resolving 99% of issues within 24 hours and boosting customer retention by 70% across multiple SaaS and e-commerce clients.
PROFESSIONAL EXPERIENCE
Customer Service Representative | Soundcity Investments Ltd | Abuja, Nigeria | Onsite | January 2019 – November 2023
• Provided excellent customer service for both in-store and online customers, addressing inquiries and resolving issues related to a wide range of musical equipment.
• Managed customer orders and assisted with sales through the company’s e-commerce store on Jiji, ensuring smooth order fulfillment and delivery processes.
• Handled customer complaints professionally, offering solutions that enhanced customer satisfaction and retention.
• Supported the sales team by managing product listings, updating inventory, and processing transactions on the Jiji platform.
• Collaborated with internal teams to streamline support operations, improving response times and overall customer experience.
Customer Service Specialist | TurnBnB APP | California, United States | Remote | July 2024 – August 2025
• Provided timely and effective technical assistance to end users, resolving software issues, responding to customers inquiries about TurnBnB App, via phone, email, online live chat and in-person.
• Collaborated with development teams to escalate and resolve complex technical problems.
• Documented technical processes, solutions, and client interactions for future reference and training purposes.
• Consistently achieved high customer satisfaction scores and positive feedback from clients.
• Guided customers through the adoption and implementation of product and services, ensuring seamless onboarding and optimal usage.
• Troubleshooting and resolving technical issues related to TurnBnB's App, ensuring minimal disruption to customer operations.
• Collaborated with internal teams, including development and engineering, to resolve escalated issues.
• Stayed up-to-date with product knowledge, updates, and releases to provide accurate support.
• Participated in training and knowledge-sharing activities to enhance technical expertise.
• Setup a pre-chat form on Tawk.to software to enhance our customer support.
SKILLS
• Customer Service & Support
• Technical Support
• Troubleshooting
• CRM & Ticketing Systems
• Communication & Interpersonal Skills
• Problem-Solving & Critical Thinking
• Multitasking & Time Management
• Team Collaboration
• Empathy
• Active Listening
• Customer Onboarding
• Product Onboarding
• Product Knowledge
• Conflict Resolution
• Adaptability and Flexibility
• Data Analysis
• Documentation and Reporting
• E-commerce Customer Support
• SaaS Customer Support
• Phone Support
• Online Chat Support
• Email Support
• Email Communication
• Customer Experience
TECHNICAL SKILLS
• Troubleshooting: troubleshoot and resolve technical issues, utilizing analytical skills and technical expertise to achieve high-resolution rates and minimize downtime.
• End User Technical Support: providing timely and effective technical assistance to end users, resolving software issues, via phone, email, online live chat and in-person.
• Product Onboarding: guiding customers through the adoption and implementation of product and services, ensuring seamless onboarding and optimal usage.
• CRM TOOLS: Proficient in CRM tools and support software.
• Knowledgeable in basic networking and software troubleshooting.
PROFESSIONAL DEVELOPMENT
Continuously staying updated with the latest support tools and techniques to provide the best service to customers.
EDUCATION
Bachelor of Science in Economics
National Open University of Nigeria | November 2018
CERTIFICATION
Technical Support Fundamentals | Coursera
Customer Service Skills | Alison
Customer Service Certification | Upwork
