Ugochukwu Ugwuegbu

UGOCHUKWU A. UGWUEGBU Enugu, Nigeria | - |-| Linkedin Profile PROFESSIONAL SUMMARY Motivated and results-driven Customer Support professional with extensive experience in technical support and data analytics. With over 5 years of experience interfacing with customers across diverse sectors, including telecoms, renewable energy, and hospitality industries, I have honed my skills in effective communication, troubleshooting, problem-solving, active listening, empathy, and office administration, all tailored in a customer-centric manner. Proficient in a variety of CRM and workflow tools. Known for my proactive approach, analytical acumen, and collaborative skills, I consistently contribute to team efforts to streamline operations and elevate customer satisfaction. SKILLS AND EXPERTISE ● Ability to work Independently and as a Team ● Excellent Written & Verbal Communication ● Troubleshooting & Problem Solving ● SQL Proficiency ● Attention to Detail ● Analytical Thinking ● CRM Proficiency (Zendesk, Hubspot, Intercom etc.) ● Time Management ● Empathic Listening ● Client Onboarding WORK EXPERIENCE Tech-Kest LTD — Customer Support Engineer AUGUST 2022 - MAY 2024 ● ● ● Oversaw the post-sales deployment of pager systems and other hospitality digitalization solutions. Conducted comprehensive customer onboarding and interfaced with clients both physically and virtually, to troubleshoot and resolve their problems. achieving over 85% customer loyalty and retention Contributed to maintaining detailed data entry, documentation and enforcing quality control measures, ensuring the reliability and performance of our products. Manamuz Electric LTD — Service Engineer NOVEMBER 2018 - JUNE 2022 ● ● ● As the initial point of contact for customers experiencing issues with their inverters or solar systems, I handled troubleshooting via phone or on-site, meticulously documenting each case and escalating complex issues to senior service engineers. Conducted energy audits in customers' homes to collect data, enabling system engineers to design sustainable, customized energy solutions tailored to each client's specific needs. Actively participated in projects deployment and maintenance, ensuring optimal system functionality. Airtel Nigeria — SIM Registration Agent SEPTEMBER 2016 - AUGUST 2017 ● Efficiently handled the registration of SIM cards for over 600 new customers and performed KYC procedures post-purchase to ensure strict adherence to national telecom, anti-fraud, and anti-money laundering regulations. ● ● Collaborated with internal teams to streamline the registration process, reducing wait times and improving overall efficiency in customer onboarding. Monitored and reported on registration and verification metrics to ensure continuous improvement and compliance with regulatory standards. EDUCATION University of Nigeria, Nsukka — Bachelor of Engineering, Electrical Engineering 2011 - 2016 TRAINING AND CERTIFICATIONS Coursera — Google Data Analytics Professional Certificate JULY 2024 ● Gained a robust foundation in analytical thinking and data-driven decision-making through this program. I mastered cleaning and analyzing data using Spreadsheets and SQL (BigQuery and MySQL), and gained hands-on experience creating compelling data visualizations with Tableau. Additionally, I developed advanced skills in using R for complex analysis in R Studio. This comprehensive training has equipped me to effectively communicate data insights and support strategic business decisions. See certificate here Coursera — Technical Support Fundamentals APRIL 2024 ● Acquired essential skills for IT support, including troubleshooting, customer service, networking, system administration, and security. This course provided a solid foundation for managing and resolving technical issues, enhancing my ability to support users effectively in a technical environment. See certificate here Zendesk — Zendesk Customer Service Professional Certificate APRIL 2024 ● Reinforced my expertise in customer service principles and advanced problem-solving techniques. Developed skills in building rapport with customers, managing challenging interactions positively, and handling abusive customer scenarios effectively. See certificate here