Vincent Oziegbe Ugboma
SUMMARY
Resourceful and tech-savvy sales and support professional with 2+ years of experience in customer service, virtual
assistance, and client engagement. Skilled in handling high volumes of inquiries, managing inboxes, resolving issues, and
turning customer interactions into lasting relationships. Known for staying calm under pressure, adapting quickly to digital
tools, and communicating with clarity across channels. Proficient in CRM tools like Zendesk, HubSpot, and Freshworks.
Bringing structure, consistency, and a results-driven mindset to every conversation, whether it's closing a sale, responding to
a message, or following up with a lead.
CORE SKILLS AND COMPETENCIES
Customer Support & Communication
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Skilled in handling inbound and outbound calls, delivering clear, professional communication across channels.
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Proficient in managing customer inquiries via email, live chat, and social media platforms.
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Strong in conflict resolution and complaint handling, ensuring positive customer experiences and loyalty.
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Excellent verbal and written communication tailored to diverse audiences.
CRM & Data Management
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Experienced with CRM systems including Zendesk and Freshworks.
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Capable of accurate customer data entry, record management, and real-time updates.
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Skilled in managing inboxes, tracking tickets, and maintaining organized communication workflows.
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Knowledgeable in sales pipeline tracking, lead follow-up, and client engagement strategies.
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Competent in scheduling, calendar coordination, and meeting setup across time zones.
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Proficient in Google Workspace and Microsoft Office for documentation, planning, and collaboration.
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Effective in team coordination, task tracking, and remote workflow optimization.
PROFESSIONAL EXPERIENCE
Koshar Home of Electronics – Abuja, Nigeria
Customer Support & Virtual Assistance
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Remote
June 2023-April 2025
Handled 50+ inbound and outbound customer calls daily, delivering accurate and helpful responses that contributed
to a significant rise in customer satisfaction within six months.
Responded to inquiries and complaints across phone, email, and live chat with clarity and empathy, helping retain
customers through personalized support.
Maintained and updated customer information in CRM platforms including Zendesk, and Freshworks, improving
response time by 15% and reducing repeat complaints.
Consistently met KPIs for ticket resolution, communication quality, and customer satisfaction—streamlining
support operations.
Collaborated with internal teams via Slack, Zoom, and Intercom to resolve complex issues, contributing to a
consistent resolution rate.
Demonstrated a high level of professionalism, empathy, and accountability while adhering to service quality
standards and company policies.
Participated in customer onboarding and product training sessions, equipping clients with the knowledge needed to
use products effectively and refer others.
Koshar Home of Electronics – Abuja, Nigeria
Logistics Officer
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Remote
Jan 2022- June 2023
Monitored inventory records and restocking schedules, reducing stockouts by over 35%, ensuring products were
always available for customers.
Assigned roles and optimized team coordination among brand ambassadors.
Trained 10+ new staff members, standardizing showroom processes and ensuring product knowledge compliance
among team members.
Oversaw the full supply chain process — from warehouse to customer delivery — helping reduce late deliveries,
which contributed to fewer customer complaints and smoother operations.
Designed visually appealing product displays and improved showroom layouts, leading to a 15% increase in walkin customer conversions.
EDUCATION
B.Sc. (Ed) in Computer Science and Statistics
Joseph Sarwan Tarka University, Benue State
CERTIFICATIONS/TRAININGS
Ace Africa Limited, 2024
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Global In-demand skills: Customer Support and Virtual Assistance
Coursera, 2023
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Technical Support Fundamentals
LinkedIn -2023
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Customer Support: Problem solving and troubleshooting
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Virtual selling for sales professionals
2023
