Patience Uwaeme

PATIENCE ABAYE UWAEME Phone: - | Email:-LinkedIn: Patience Abaye Uwaeme Professional Summary I am a Certified Zendesk Omni-channel Agent with extensive experience in delivering top-notch customer service through email, chat, and other digital channels. Proven ability to handle high-volume customer inquiries while maintaining a high level of accuracy and professionalism. Skilled in problemsolving, customer relationship management, and using CRM tools to optimize support operations. Adept at providing personalized solutions and fostering customer loyalty. I am known for strong communication skills, attention to detail, and a commitment to creating a positive customer experience. Professional Experience Customer Support Specialist Wave (Remote July – October 2024 (Contract)     Provided multi-channel customer support using Zendesk, managing an average of 20+ inquiries per day via email, chat, and phone. Achieved a 60% first-contact resolution rate, contributing to an 80% increase in overall customer satisfaction scores. Analyzed customer service trends using Zendesk reporting tools to identify areas for improvement and enhance support efficiency. Collaborated with cross-functional teams to resolve complex customer issues, ensuring high service standards were maintained. Project Coordinator Gocaboo (Remote April – October 2024 (Internship) ● ● ● ● ● I managed project timelines, schedules, and resource allocation plans, ensuring all tasks remained on track. I facilitated communication between stakeholders, including sales teams, management, and IT personnel, keeping everyone informed of project progress. I compiled and maintained project documentation, including reports, meeting agendas, and user guides. I monitored project progress, identifying potential risks and issues, and escalating them to the Project Manager for timely mitigation. While working at GoCaboo, I provided administrative support, managing project files and ensuring smooth project execution. Community Moderator Digital Witch Support (Remote January 2023 – July 2024 (Contract)     Monitored and guided online community discussions to ensure respectful and engaging interactions. Mediated conflicts between community members, promoting constructive resolutions and positive dialogue. Documented and reported significant incidents to higher-level moderators for appropriate action. Initiated and led relevant discussions to foster community engagement and participation. Customer Service Representative McTimothy Associates Consulting – Lagos, Nigeria May 2021 – June 2023        Collaborated with cross-functional teams to resolve complex customer issues, ensuring high service standards were maintained. Resolving inquiries and processing orders while Upselling and cross-selling the company’s products. Conducted customer satisfaction surveys and gathered feedback on service experiences. Identified potential clients for the firm's training and consulting services, contributing to increased client acquisition. Met and exceeded performance metrics, including response time, resolution rate, and customer satisfaction scores. Drafted proposals outlining services, benefits, and pricing to prospective clients. Scheduled follow-up meetings and managed client appointments effectively. Education Business Administration and Management Yaba College of Technology – Nigeria Graduated: November 2019 Certifications   Zendesk Omnichannel Agent Certification ALX Virtual Assistant Key Skills   Customer Service Tools: Zendesk, Hub spot (Email, Chat, Phone, Social Media), CRM systems, and Google suites Communication: Excellent written and verbal communication, active listening     Problem-Solving: Analytical thinking, conflict resolution, troubleshooting Technical Skills: Proficient in internet navigation, project management tools (Click Up, Asana, Trello), communication tools (Discord, Slack, Zoom, Teams) Customer Experience: Multi-channel support, customer satisfaction, empathy, attention to detail Team Collaboration: Ability to work cross-functionally, leadership skills, time management Professional Development        Advanced Customer Experience Management - July 2024 Leadership Training - July 2024 Project Management & Business Analysis - June 2024 Basic Internet Troubleshooting - June 2024 Effective Complaint Handling Skills - October 2021 The Art of Closing Sales - October 2021 How to Find and Win New Business - February 2022 References Available upon request.