Ugochukwu Onyewuchi

Ugochukwu Onyewuchi Nigeria | linkedin.com/in/ugochukwu-onyewuchi-039b69268 PROFILE SUMMARY Technical Support Specialist | SaaS | CX | Knowledge Base | UX Collaboration 4+ years of experience in SaaS technical support delivering 95% CSAT, 25–50% faster response times, and +20% retention through optimized ticket workflows, guides, and process improvements. Skilled in troubleshooting, SLA management, and triaging across Zendesk, Intercom, Freshdesk, JIRA, and Shopify. Known for bridging Support and UX—translating customer feedback into actionable product enhancements that reduce repeat contacts and improve usability. CORE SKILLS Support Operations: SLA adherence, incident/problem management, escalation handling, root cause analysis, ticket triage, CSAT/NPS tracking, knowledge base management, self-service enablement. Platforms & Tools: Zendesk, Freshdesk, Intercom, JIRA, Slack, Shopify, Zapier/Make (Integromat), Salesforce, Microsoft 365, Google Workspace. Web/Technical: Basic HTML/CSS, API/webhooks fundamentals, SQL (beginner). Analytics: Reporting dashboards, Excel/Sheets (lookups, pivots), CSAT/FRT/TTR analytics. UX/Design Collaboration: Wireframes, user flows, usability testing, prototyping (Figma, Adobe XD). Soft Skills: Customer communication, de-escalation, training & onboarding, documentation, crossfunctional collaboration, time management. PROFESSIONAL EXPERIENCE Technical Support Specialist | Zoblak Limited – Remote, UK | Aug 2023 – Present Reduced first-response time by 25% through structured ticketing workflows in Zendesk. Authored SOPs and guides, cutting repeat tickets and enabling 50% faster resolutions. Maintained 95% CSAT across chat/email via proactive follow-ups. Partnered with Product to identify recurring bugs, improving retention by 20%. Tools: Zendesk, JIRA, Freshdesk, Slack. Technical Support Engineer | FormToEmail – Remote, UK | Jul 2020 – Apr 2022 Managed and resolved complex SaaS webform issues with 98% SLA compliance. Performed root cause analysis reducing recurring incidents by 30%. Improved documentation and updates to enhance self-service. Tools: Intercom, JIRA, Zapier, Google Workspace. Technical Support Specialist | Xend Finance – Enugu, Nigeria | Apr 2019 – Sep 2023 Handled 50+ daily inquiries via chat, phone, and email with 95% satisfaction. Led onboarding and training, improving team efficiency by 20%. Implemented feedback loops that improved service delivery by 20%. Tools: Zendesk, Intercom, Slack, Notion. Technical Support Specialist & UI/UX Designer | Ogwugo – Enugu, Nigeria | Mar 2022 – Jun 2023 Improved product development efficiency by 75% through wireframes and prototyping. Conducted user research and usability tests guiding design changes. Consistently achieved 95% satisfaction in design deliverables. Tools: Figma, Adobe XD, Google Analytics, Miro. EDUCATION B.Sc. in Accounting & Computer Science – University of Nigeria, Enugu State | Oct 2007 – Sep 2011 Bachelor of Arts in Design – Babcock University, Nigeria | Sep 2019 Certificate of National Service (NYSC) – Lagos, Nigeria | Feb 2013 CERTIFICATIONS Click here ITIL 4 Foundation (In Progress) Zendesk Support Administrator (Planned 2025) Google UX Design Certificate (Completed 2023) PROJECTS & PORTFOLIO Xend Finance – UX Feedback Loop Project: Designed feedback workflows improving service turnaround by 20%. Ogwugo Design System: Created unified templates reducing iteration time by 40%. Portfolio: behance.net/ugochukwuonyewuchi Live Projects: ogwugo.com | xend.africa