Naomi Ubongabasi Ukana

NAOMI PETERS CUSTOMER SUPPORT REPRESENTATIVE | VIRTUAL ASSISTANT | DATA ANALYST Phone: -, AKWA-IBOM STATE, NIGERIA. Email, LinkedIn PROFESSIONAL SUMMARY Results-driven Customer Service and Data Analytics professional with a proven track record of enhancing customer experience, optimizing support operations, and driving business growth. Known for delivering high quality customer interactions, troubleshooting complex issues and leveraging data insights to streamline workflows and improve key performance metrics. Adept at managing high volume inquiries, collaborating across departments for seamless resolutions and implementing initiatives that boost customer retention and operational efficiency. Passionate about driving revenue growth, improving service delivery, and enhancing overall business performance through data-driven, customer-centric approach. SKILLS • Customer Relationship Management (CRM) – Hubspot, Zendesk, Freshdesk, Intercom. • Data Analysis and Reporting – Excel, Power BI, SQL and Python. • Technical Support and Troubleshooting • Workflow Optimization and Process Improvement. • Campaign Management, Appointment Setting and Customer Onboarding. • Multi-Channel Support. • Excellent Communication and Active Listening. • Team Collaboration and Cross-Functional Coordination. • Time Management and Multitasking. • Conflict Resolution and Customer Satisfaction WORK EXPERIENCE Customer Service Representative |- Black Coffee Express | Logistics Company 1. Managed an average of 60-100 customer inquiries daily via phone, email and live chat, resolving logistics-related issues such as order delays, incorrect shipments and billing discrepancies slashing average response time to 2 hours (vs 4-hour SLA) by optimizing Trello task prioritization. 2. Identified a recurring wrong-address issue causing 15% delayed shipments, collaborated with the logistics team to implement address verification scripts in Hubspot, reducing errors by 40% within 2 months. 3. Spearheaded a holiday promo campaign, onboarding 200+ clients via personalized emails and Clickup workflows, driving a 20% increase in repeat orders and ensured seamless service adoption. 4. Trained new hires on Hubspot, Zendesk, Freshdesk and Intercom, optimizing team efficiency by 40%. Customer Service Representative |- Xiomara Naturals | Skin Care Company 1. Handled an average of 70+ customer inquiries per day, addressing concerns related to product recommendations, skin concerns, order tracking and refunds improving first response time by 35% through Zendesk automation. 2. Implemented a proactive outreach program reducing return rates by 15% through better customer education and a loyalty program initiative, onboarding 300+ customers via targeted email campaigns, contributing to a 30% rise in annual retention. 3. Went above and beyond to assist a high-profile client by personally expediting a shipment and coordinating with logistics to meet a critical deadline, earning a direct recognition from senior management. 4. Provided support for customers using virtual skincare consultations, ensuring smooth appointment scheduling and follow-ups. EDUCATION AND CERTIFICATIONS 1. B.Sc Biochemistry | Osun State University | 2010 - 2014 2. IBM Technical Support Fundamentals. 3. Google Professional Project Management Certification. 4. CustomerSuccessU.org – Customer Success Certification. 5. IBM Professional Data Analysis Certification. 6. Digital Witch Technical Support Certification. REFEREES AVAILABLE ON REQUEST