Ugochi Stella Ukpebor

UKPEBOR UGOCHI STELLA Customer Support Expert | Sales Development Strategist - |-Linkedein: https://www.linkedin.com/in/ugochi-ukpebor/ EXECUTIVE SUMMARY Result-driven Customer Support Specialist with 10+ years of experience in B2B and B2C support, SaaS onboarding, and technical troubleshooting. Skilled at delivering exceptional customer experiences, reducing churn, and driving user adoption through proactive engagement and structured training. Adept at CRM systems, workflow automation, and cross-functional collaboration, ensuring seamless customer interactions and efficient problem resolution. Passionate about building customer relationships, identifying pain points, and implementing data-driven solutions to enhance service quality in fast-paced, high-growth environments. KEY SKILLS Ability to respond to customer inquiries and complaints via phone, email, and chat. Ability to provide detailed information about products and services. Ability to troubleshoot and resolve product issues and concerns promptly. Ability to maintain a positive and professional attitude with all customer interactions. Ability to document customer interactions and solutions accurately. Lead Generation Tools: Apollo.io, Snov,io, Hunter.io, Lemlist, Zoho, LinkedIn Sales Navigator, Brevo, etc. SaaS Onboarding & User Training: Experienced in guiding users through software platforms, offering step-by-step training to increase adoption and reduce churn. Productivity Software: MS Office, Google Suite, Teams, Slack, Zoom, Meet, etc. CRM Tools: HubSpot, Freshdesk, Zendesk, Intercom, Zoho, Salesforce, Pipedrive, Go-high-level Workflow Automation: Trello, Monday.com, Click-Up, Asana, Nifty, Clockify, Pick-time, Zapier. Data Analysis: Excel, Power Bi, SQL, Tableau conducting research on target markets, competitors and industry trends, to provide insights and recommendations, for sales strategies and campaigns. Communication/Team Management: Email management, appointment setting, scheduling, team building, problem-solving, negotiation, empathy, active listening, excellent communication/interpersonal skills, highly proficient/fluent in English language. Attitude: Target-driven, result-oriented, self-motivated, resilient, positive-minded, attention to detail, team player, ability to multitask, ability to make sound independent decisions, awareness of global trends and dynamics, high degree integrity and honesty, ambitious, responsible and accountable WORK EXPERIENCE Sales & Customer Success Manager(B2B, B2C), My Health Integral May 2024 - Present Increased customer retention by 30% through personalized support and proactive issue resolution. Coordinate and schedule appointments, meetings, and events for staff, clients, and management Achieved a 25% increase in sales conversions by implementing a structured sales funnel and CRM automation. Developed a customer feedback system, leading to improved service delivery and higher satisfaction scores. Spearheaded cross-selling initiatives, boosting revenue by 20% within the first year. Streamlined customer support processes, reducing response times by 40% through automation and team training. Lead Generation & Customer Support Specialist, TeddyEd Limited Mar 2023 - Apr 2024 Improved response times by 60% through the integration of AI-powered chatbots and automated workflows. Conducted customer journey analysis, identifying pain points and reducing support tickets by 30% through proactive engagement. Drove a 20% increase in upselling opportunities by training the support team to identify and pitch relevant services during customer interactions. Business Development & Sales Manager Welup Digital Feb 2020 – Jan 2016 Grew sales revenue by 35% by identifying new business opportunities and refining sales strategies. Led a high-performing sales team that exceeded quarterly targets by an average of 20%. Optimized the lead generation and qualification process, increasing conversion rates by 25%. Built and maintained strong client relationships, securing long-term contracts with key accounts. Developed data-driven sales reports that improved decision-making and enhanced forecasting accuracy. Customer Support & Sales Executive (B2B, B2C), The Initiates Plc Apr 2014 - Dec 2015 Improved customer satisfaction by 28% through enhanced service delivery and issue resolution. Reduced churn rate by 15% by implementing a personalized follow-up system for existing clients. Managed a team of support agents, reducing average resolution time by 35%. Designed and executed customer education programs that increased product adoption. Achieved a 20% boost in upselling and cross-selling success rates through targeted campaigns. EDUCATION Master of Science in Occupational Health and Safety Dec 2012 - Dec 2013 University of Port-Harcourt Specialization in Occupational Health. Thesis on "Impact of Occupational Health Procedures Compliance by different oil & Ga Sectors ". ADDITIONAL INFORMATION Technical Skills: Project Management, CRM and Sales CRM, Data Analyst and Automation Languages: English Awards/Activities: Received the "Award of Excellence" Award for outstanding contributions to project innovation, The Initiates Plc Certifications: Technical Support - Dec, 2024 Prompt Engineering - Oct, 2024 Data Analyst - Sept, 2024 Virtual Assistant - May, 2024 Administrative Management - April 2024 Customer Success - Aug, 2024 Cloud Computing and DeVops - Ongoing