Open to opportunities

Fredrick Ugwumba

@fredrickugwumba

Message

Dynamic customer service representative with technical support expertise.

Nigeria

Message

What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for professional growth.

I am a dynamic customer service representative with extensive experience in technical support and customer satisfaction enhancement. My proven ability to resolve complex issues has ensured high levels of user satisfaction through effective troubleshooting and empathetic communication. I excel in analyzing customer feedback to identify service improvement areas and implementing solutions that optimize service delivery.

Throughout my career, I have demonstrated a commitment to training and mentoring team members, fostering a high-performance environment. I have developed and maintained comprehensive documentation, facilitating knowledge sharing and contributing to improved product adoption and customer retention in fast-paced environments. My key achievements include spearheading initiatives that led to significant reductions in resolution times and increases in customer satisfaction scores.

Experience

Work history, roles, and key accomplishments

Tech Support

Lead Gen Masters

Feb 2023 - Jan 2025 (1 year 11 months)

Provided comprehensive technical support to customers, enhancing user satisfaction through effective troubleshooting. Analyzed support metrics and customer feedback to optimize service delivery. Developed a centralized knowledge base and trained new team members, fostering a high-performance environment.

Technical Support Customer Satisfaction Performance Metrics

Customer Service Manager

Immo Capital

Nov 2019 - Jan 2023 (3 years 2 months)

Orchestrated collaboration to integrate user feedback into SaaS platform design, enhancing usability. Developed front-end solutions and delivered training programs to maximize user adoption. Created documentation and partnered with teams to refine products based on customer insights.

Front End Programming Customer Feedback Analysis Cross Functional Collaboration Performance Metrics

Customer Service Representative / Tech Support

IPNX

Aug 2016 - Sep 2017 (1 year 1 month)

Provided technical support to over 100 customers weekly, maintaining a high satisfaction rating. Enhanced system performance by delivering user feedback and developing technical documentation, reducing long-term support costs.

Technical Support Customer Satisfaction Active Listening Techniques Performance Metrics Quality Assurance

Education

Degrees, certifications, and relevant coursework

University of Liverpool

Master of Science, Computer Information Systems

2019 - 2021

Grade: Honors

Completed a Master of Science in Computer Information Systems with honors, focusing on advanced computing concepts, systems analysis, and information management.