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Emmanuel Uriewhu

@emmanueluriewhu

Technical Support Analyst with 7 years’ experience improving customer satisfaction through incident resolution and data-driven insights.

Nigeria

Message

What I'm looking for

I’m looking to combine technical support/IT troubleshooting with customer-focused telesales skills—handling incidents fast, improving SOPs and training, and using customer feedback and analytics to raise satisfaction and retention in a high-performing team.

I’m a goal-oriented Technical Analyst with 7 years of experience, and I focus on resolving customer issues quickly while improving the systems behind the service. At Helium Health, I was promoted from Billing Officer to Customer Service Rep/Technical Support Analyst, acting as first contact by troubleshooting and resolving reported incidents, requests, and outages.

I’ve helped drive measurable growth and customer outcomes—improving year-over-year growth by 7.3% at Smile Communications Nigeria Limited by hitting and surpassing my sales target, and achieving repeat-client retention 60% above facility average at Heliumhealth. I received “employee of the month” 3 times, introduced strategies that improved issue resolution by 6.3%, and single-handedly supported 20+ clients for a year without any churn—backed by training impact (20% customer satisfaction increase) and reduced ticket waiting time (10% increase).

Experience

Work history, roles, and key accomplishments

Current

Customer Service & Technical Support

Current

Helium Health

Apr 2020 - Present (6 years 3 months)

Provided first-contact troubleshooting for client incidents and escalated unresolved issues, restoring application/service operations quickly to minimize downtime. Drove results including 20% higher customer satisfaction from onboarding/training, 10% higher satisfaction via reduced ticket waiting time, 6.3% improved issue-resolution outcomes, and managed 20+ clients for a year with no churn.

Incident Management Escalation Management Ticket Resolution Application Service Restoration Quality Assessment Customer Training Defect And Improvement Documentation Customer Support

Billing Officer

Helium Health

Apr 2019 - Mar 2020 (11 months)

Processed patient claims by capturing services from patient charts, clarifying services with physicians, and preparing invoices with HMO/Corporate eligibility checks. Maintained daily and monthly billing records, balanced accounts, handled receipts, and supported finance teams by coordinating with software engineers and the support team.

Claims Processing HMO Corporate Eligibility Checks Bookkeeping Financial Reporting Cross functional Coordination

Sales Rep & Team Supervisor

Smile Communications Nigeria Limited

Aug 2016 - Mar 2019 (2 years 7 months)

Supported sales growth at Smile Communications Nigeria Limited by hitting and surpassing sales targets, contributing to 7.3% year-over-year growth and surpassing the yearly target by 4.3%. Supervised and coached the sales team by setting targets, delegating tasks, training team members, and handling customer enquiries and complaints while monitoring competition.

Sales Targets Team Supervision Coaching And Training Marketing Skills