UGOCHUKWU PRINCEWILL EKWEBELEM
Dedicated Customer Service Professional with over 6 years of experience delivering excellent support to
clients across industries. Skilled in handling inbound and outbound calls, managing CRM systems, and
ensuring smooth project and customer lifecycle tracking. Recognized for clear communication, problemsolving, and a strong customer-first mindset. Tech-savvy and adaptable, with experience using digital tools
to manage data, streamline processes, and improve customer satisfaction.
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Lekki, Lagos.
Work Experience
Multichoice Nigeria – Customer Service & Quality Assurance
Customer Service Representative (Nov 2018 – Dec 2021)
Made at least 100 successful outbound calls daily to churned clients.
Used CRM systems to log and track customer issues, ensuring accurate records and timely resolutions
Proactively provided solutions and followed up with customers to ensure satisfaction.
Collaborated with team members to achieve daily and monthly performance targets.
Consistently exceeded daily performance targets and contributed to team success.
Maintained a positive and empathetic approach in all customer interactions.
Quality Assessor ( an 2022 – an 2024)
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Monitored and evaluated agent calls to ensure service uality and compliance.
elivered feedback and coaching that improved agent performance and customer satisfaction.
Collaborated with supervisors to address process gaps and boost ef ciency.
elped achieve a 1 increase in rst call resolution through consistent uality monitoring.
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IT Support Analyst, Touchcore Technology Ltd
March 2024 - May 2025.
elivered remote technical support for internal staff and external users, resolving user access issues, form errors, and backend related faults
across web and mobile platforms.
nsured compliance during issue resolution
elivered end user support across web and mobile environments.
ocumented recurring issues and contributed to internal knowledge base.
ogged, escalated, and tracked incidents using internal tools, ensuring timely resolution and documentation of recurring issues.
Performed basic system health checks, monitored service performance, and supported live debugging using tools like Postman and browser
dev consoles.
Collaborated with cross functional teams to streamline service work ows and improve ticket turnaround time by 0 .
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Key Skills
Customer ervice xcellence nbound outbound call handling, CRM management, con ict resolution
Communication Clear verbal and written nglish, empathetic customer engagement.
echnical Pro ciency CRM systems, pro ect tracking tools, Microsoft f ce, digital communication platforms.
rgani ation ccuracy ata entry, documentation, and pro ect detail management.
eam Collaboration Cross functional teamwork, problem solving, and proactive support.
ech avvy uick learner of new tools and platforms cculynx, virtual communication tools .
ime Management dept at prioriti ing tasks and delivering results in high pressure environments.
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Education
HND Public Administration, Federal Polytechnic Nekede, Owerri-
Certification
Full-Stack web and mobile development - Udemy
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Cybersecurity certification - Udemy
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UI/UX design certification - Udemy
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IT Help Desk Professional - Udemy
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