Precious Ukwade

UKWADE PRECIOUS EFE Customer Service and Operations Professional PROFESSIONAL SUMMARY Customer Experience and Operations leader with 5+ years of experience building, optimizing, and scaling customer support, onboarding, retention, and operational workflows across fully remote, tech-enabled environments. Proven ability to improve customer satisfaction, streamline internal systems, support revenue growth, and align CX initiatives with business objectives. Strong background in CRM operations, documentation, KPI tracking, and cross-functional collaboration within fast-paced startups. CORE SKILLS Customer Support (Email, Chat, Ticketing) • End-to-End Customer Journey Ownership • Clear Written Communication & Documentation • Google Workspace (Docs, Sheets, Drive) • CRM & Pipeline Management (Salesforce, Sniper CRM) • Support Documentation & SOP Creation• Issue Troubleshooting & Escalation • Onboarding & Retention Strategy • Customer Satisfaction & Churn Reduction • Customer Feedback Analysis • Upselling/Cross-selling • CX Process Design & Workflow Optimization • Remote Team Collaboration CERTIFICATIONS & TRAINING ●​ ●​ ●​ ●​ ●​ Salesforce Certified Administrator – Salesforce, 2025 Information Technology Fundamentals – IBM SkillsBuild, 2025 Virtual Assistant Program – ALX Africa, 2024 Digital Ad Certificate (Marketing) – Aleph Group Inc, 2023 HR Management – JPTS International, 2018 WORK EXPERIENCE Sales Consultant / Account Executive / Program Intake Manager Pro Job Hunter – Calgary Alberta, Remote | May 2025 ●​ Closed deals, handled objections, and delivered tailored solutions aligned with client goals ●​ Owned end-to-end customer onboarding and intake operations for global clients, ensuring seamless transitions from lead to enrollment. ●​ Led discovery calls, needs assessments, and solution alignment, contributing directly to revenue growth and customer retention. ●​ Maintained CRM accuracy, pipeline visibility, and reporting to support leadership decision-making. ●​ Managed Zoom/Google Meet sessions, delivered high-trust virtual consultations, improving conversion and customer confidence. Sales & Customer Support Associate​ Reve Choice Solutions (E-commerce) – Remote | November 2022 – August 2025. ●​ Managed high-volume customer support operations across email, chat, and messaging platforms. ●​ Resolved issues related to orders, payments, shipping, refunds, and platform usage with a strong focus on customer satisfaction. ●​ Documented recurring customer issues and contributed to operational improvements adopted by internal teams. ●​ Supported upselling and cross-selling initiatives, contributing to retention and revenue growth. ●​ Maintained detailed CRM records to support performance tracking and reporting. Administrative Officer / Sales & Customer Service​ Rodiva Resources – Port Harcourt, Nigeria | November 2018 – December 2022 ●​ First point of contact for customer inquiries and complaints across WhatsApp, calls, and emails. ●​ Handled issue resolution, follow-ups, invoicing questions,inventory and service updates. ●​ Maintained detailed records and reports for management decision-making. ●​ Supported internal teams with documentation and customer communication. Freelance Virtual Assistant​ Remote | January 2023 – 2025. ●​ ●​ ●​ ●​ Provided chat and email support for multiple clients across digital platforms. Assisted users with platform navigation, account issues, and service inquiries. Used Salesforce CRM to track customer interactions, issues, and resolutions. Created SOPs and documentation to streamline support workflows. Social Media Intern​ Prime Brains – Remote | March – September 2024 ●​ Created digital content and supported online engagement initiatives. Administrative Assistant​ NULGE – Bayelsa, Nigeria | April 2017 – May 2018 ●​ Managed internal comms, filing, scheduling, and stakeholder coordination. EDUCATION B.A. Linguistics & Communication Studies​ University of Calabar | Nigeria | 2012 – 2016​ Graduated with 2.1 GPA TECHNICAL SKILLS ●​ ●​ ●​ ●​ ●​ ●​ CRM & Data: Salesforce, Sniper CRM, pipeline tracking, reporting Tools: Google Workspace, MS Office, Trello, Asana, Slack, Zoom, Calendly Productivity: Google Workspace, Asana, Trello Documentation: Google Docs, Notion (basic), SOP creation Content: Canva, InShot, CapCut AI: ChatGPT, : AI notetakers, transcription & documentation tools SOFT SKILLS Empathy • Community Building • Clear Communication • Problem Solving​ Autonomy • Detail-Oriented • Calm Under Pressure • Adaptability​ Relationship Management • Startup Mindset • Ownership