Ugochukwu Onyewuchi

Ugochukwu Onyewuchi Enugu, 400103 | --| https://www.linkedin.com/in/ugochukwu-onyewuchi039b69268 I am an adept technical support specialist with four years of experience in customer care. Beyond acquiring technical support skills, customer service skills at several IT companies, I've refined my abilities in team training and implementing feedback processes that boosted service delivery by 20%. My background also includes a significant role in UI/UX design where I contributed to product development and user satisfaction. My expertise encompasses resolving customer issues with a 95% satisfaction rate and mentoring new team members. I also excel in creating user-centric designs that simplify and enhance user interaction, maintaining a 95% satisfaction rate in deliverables. This combination of technical support proficiency and user experience design makes me an ideal candidate for companies looking for a skilled specialist who can enhance their customer support and product usability through direct customer interaction and effective team leadership. EXPERIENCE Technical support specialist Aug 2023 – 2024 Zoblak Limited, Remote - UK • Investigated and resolved technical issues for web form SaaS products using various tools including Intercom, Slack, JIRA, Zendesk, Zapier, Integromat, Freshdesk and Shopify. • Created and managed comprehensive guides for various tasks, resulting in a 50% decrease in response time. • Implemented a customer support ticketing system, resulting in a 25% decrease in response time. • Provided exceptional customer service, resulting in a 20% increase in customer retention. Technical support engineer Jul 2020 – Apr 2022 FormToEmail, Remote - UK • Resolved technical issues and ensured platform functionality through advanced Troubleshooting techniques for the FormToEmail SaaS platform. • Diagnosed and identified technical problems for prompt resolution and web application maintenance. Technical support specialist Apr 2019 – Sep 2023 Xend Finance - Enugu State ● Delivered superior customer service via phone, email, and live chat, managing over 50 inquiries daily and consistently maintaining a 95% customer satisfaction rate. ● Effectively resolved customer issues, leading to a significant 95% customer satisfaction rate. ● Designed and conducted comprehensive training for new team members on company policies and customer interaction best practices, enhancing team performance and efficiency. ● Developed and implemented feedback processes that captured valuable customer insights, resulting in a 20% improvement in overall service delivery. Technical Support Specialist & UI/UX Designer Mar 2022 - Jun 2023 Ogwugo - Enugu ● Enhanced the product development team's efficiency by 75% through the meticulous design of wireframes, user flows, and process flows. ● Leveraged extensive programming knowledge to perform rapid prototyping, accelerating the iteration process and product refinement. ● Developed innovative design ideas that significantly improved simplicity and userfriendliness in final products. ● Conducted in-depth user research and data analysis to gather critical feedback and suggestions, directly informing design improvements. ● Consistently achieved a 95% customer satisfaction rate by meeting key project deadlines and deliverables. ● ● ● ● ● ● SKILLS Customer Service Excellence: Strong ability to engage with customers and address their needs effectively. Communication: Exceptional verbal and written communication skills. Problem-Solving: Proficient in identifying issues and implementing effective solutions. Time Management: Able to handle multiple tasks and prioritize efficiently. Technical Proficiency: Experienced with CRM soft (e.g., Salesforce, Zendesk), Microsoft Office Suite, and live chat platforms. Team Collaboration: Strong team player with the ability to train and support colleagues. EDUCATION Bachelor of Arts - Design Babcock University, Nigeria Sep 2019 - Apr 2020 Certificate of National Service National Youth Corps Service (NYSC), Lagos. Feb 2013 - Feb 2014 Bachelor of Science (B.Sc.) in Accounting University of Nigeria, Enugu State Oct 2007 - Sep 2011 LICENSES & CERTIFICATIONS Click here PROJECTS Xend Finance (XEND) UI/UX Design Portfolio