OGOCHUKWU NDUBUISI
CUSTOMER SUPPORT
A Customer Support Specialist with over 3 years of experience in high-level service delivery. Specialized
in managing the "empathetic front line" for professional platforms, balancing high-stakes client
communications with technical problem-solving. Proven track record of maintaining a 97% resolution
rate and protecting brand reputation through professional composure
EDUCATION
BSc in Marketing | Ebonyi State University, Abakaliki, Nigeria | 2002 – 2006
Customer Support Specialist | MarketForces Africa | 2019 – Present
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Ticket Management: Serve as the primary professional voice for the brand, managing complex
inquiries from institutional clients and investors via phone, email, and live chat.
Technical Liaison: Act as the critical link between clients and technical/research teams,
ensuring specific needs are documented and communicated accurately to prevent service
delays.
Service Resolution: Successfully handled 7,000+ professional interactions with a 97% resolution
rate while maintaining a 95%+ CSAT score.
Issue Escalation: (Entry-Level Skill) Identify, document, and escalate recurring technical bugs to
the development team to improve the overall user experience.
Knowledge Base Development: Authored a comprehensive "Brand Voice" guide and response
macros that improved team-wide consistency and reduced training time.
Workflow Optimization: Cut support response times from 24 hours to under 3 hours by
implementing automated CRM workflows and professional response templates.
Financial Administration: Autonomously manage professional invoicing and accounts
receivable (A/R) follow-ups to ensure consistent cash flow
CORE COMPETENCIES
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Customer Support: Multi-channel support (Email, Live Chat, Phone), Ticket Lifecycle
Management, and Crisis Management.
Technical Troubleshooting: CRM pipeline optimization, Bug Reporting, and Technical
Escalation.
Operational Excellence: Knowledge Base documentation, Response Automation, and Financial
Administration.
Technical Tools: HubSpot, Zendesk, Salesforce, Freshdesk, Slack, and Google Workspace.
