Open to opportunities

Frieda Ugwu

@friedaugwu

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Customer support specialist with 3+ years’ experience resolving complaints and leading teams.

Nigeria

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What I'm looking for

I’m looking for a full-time remote customer support role with a global team where I can handle multichannel inquiries, resolve complaints, and consistently meet SLAs—while helping improve customer satisfaction and retention.

I’m a customer support professional with 3+ years of experience in customer-facing roles and team supervision across retail and service environments. I handle high volumes of inbound customer inquiries, resolve complaints, and focus on exceptional customer satisfaction, backed by multichannel support through phone and email.

I’ve consistently met service level agreements (SLAs), improved customer retention, and coached teams on best practices for issue resolution. As I complete a Project Management certification at TS Academy, I’m seeking a full-time remote customer support role with a global team where I can apply my communication, problem-solving, and customer workflow discipline.

Experience

Work history, roles, and key accomplishments

Classroom Instructor (NYSC)

Government Junior Secondary School

Nov 2023 - Oct 2024 (11 months)

Delivered instruction in a high-demand classroom environment, using strong communication, patience, and multitasking. Maintained detailed records and provided regular progress updates.

Teaching & Instruction Communication Patience Multitasking Record keeping Independent work Self Management

Customer Service Supervisor

Victory Payless Supermarket

Dec 2022 - Aug 2023 (8 months)

Supervised a customer service team, monitored KPIs, and ensured SLAs were consistently met. Managed inbound inquiries and escalated complaints, and coached team members on customer interaction and issue resolution.

Customer Support Team Supervision KPIs SLA Inbound Complaint Resolution Escalation Handling Coaching Record keeping Order Management

Customer Service Manager

Rohivic Clothing

Jan 2021 - Jan 2022 (1 year)

Managed end-to-end customer experience, handling complaints, processing orders, and managing returns. Supervised staff performance and supported daily operations, budgeting, and coordination with suppliers.

Customer Experience Management Complaint Handling Order Processing Returns Management Customer Relationship Management Staff Supervision Service Delivery Budgeting Supplier Coordination

Secretary & Administrative Support

Eagles Press

Jan 2012 - Jan 2014 (2 years)

Maintained accurate company records and supported management with scheduling and correspondence. Developed data entry, organization, and written communication skills.

Administrative Support Record keeping Scheduling Correspondence Data Entry Office Administration Written Communication Organization

Customer Service Representative

Rohi's Supermarket

Jan 2022 - Present (4 years 6 months)

Provided frontline customer support by handling inquiries, complaints, and product questions. Processed transactions using POS systems with cash accountability.

Inquiries Handling Complaint Resolution POS systems Transaction Processing Cash Accountability