Ugochinyere Ndubueze

UGOCHINYERE NDUBUEZE CUSTOMER SUPPORT & OPERATIONS SPECIALIST Professional Summary Customer Support & Operations Specialist with 7+ years of experience providing high-volume email, chat, and CRM-based support. Proven track record in ticket resolution, SLA compliance, CRM management, and back-office operations. Skilled in Zendesk, HubSpot, Freshdesk, and workflow optimization to improve customer experience, operational efficiency, and retention. Professional Experience Research Assistant( Operations & Documentation Support) Federal University of São João del-Rei (UFSJ), MG, Brazil February 2024 - January 2026 • Managed 150+ records and datasets, maintaining 99% research accuracy and traceability across research operations. • Enabled full adherence(100%)to SOPs and quality standards, reducing rework and documentation corrections by 35%. • • • Analysed data and performed QA checks that improved data consistency and reporting reliabilty by 30%. Created 15+ presentations and operational reports supporting decision-making and performance tracking. Improved workflow efficiency by 20-25% through process review, documentation optimization, and rootcause analysis. Customer Support & Operations Associate San Pedro Multiservices, Rivers state, Nigeria January 2017 - December 2023 • Delivered high-volume frontline customer support, handling 150–250+ customer interactions weekly across inquiries, complaints, and payment issues, achieving 80%+ first-contact resolution. • Managed daily financial transactions including cash handling, reconciliation, and cashback services with nearzero discrepancies, maintaining high accuracy and accountability. • Maintained sales records, inventory logs, and supplier coordination, supporting smooth daily operations and minimizing stock or reporting errors. • Applied effective problem-solving and de-escalation techniques, resolving 90%+ of customer complaints within internal SLAs and improving overall customer satisfaction. • Ensured consistent service quality, operational compliance, and process adherence, contributing to reduced escalations and reliable day-to-day operations. Digital skills & Science Teacher Model Girls’ Secondary School, Isiokpo, Rivers state, Nigeria May 2015 - April 2016 • Taught science and basic computer literacy, simplifying technical concepts for non-technical users. • Managed academic records using Google Docs and Sheets. • Provided basic technical support including printer troubleshooting, email login assistance, and file management. • Strengthened communication, patience, and user-support skills through daily interaction. Education • Master of Pharmaceutical Sciences Federal University of São João del-Rei, Brazil 2026 • Bachelor of Science (BSc.) in Applied Biochemistry Nnamdi Azikiwe University, Anambra State, Nigeria 2014 Skills • • Attention to Detail & Time Management • • • • • • Customer Communication (Call, Email & Chat) CRM Management (Zendesk, HubSpot, Freshdesk, Intercom, Gorgias) • • • • • Email & Inbox Management Calender & appointment scheduling Data Entry & Database Management SOP & Knowledge Base Creation File Management (Google Drive, Dropbox) Google Workspace (Docs, Sheets, Calendar, Drive) • Microsoft Office (Word, Excel, PowerPoint, Teams) • Problem solving & Teamwork Task & Project Coordination Certifications • Technical Support Fundamental by Google • In Demand IT Support Skills by Digital Witch • Getting started as a customer support specialist by Linkedin Learning Automation & Outreach: Zapier, Apollo.io Communication: Zoom, Slack, Discord Project Management: Trello, Asana, ClickUp, Monday.com • Scheduling Tools: Calendly, Acuity • CRM & Helpdesk Tools: Zendesk, HubSpot, Freshdesk, Intercom, Gorgias