Open to opportunities

Lucy Nwabudike

@lucynwabudike

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Experienced Senior Customer Support Specialist dedicated to enhancing customer satisfaction.

Nigeria

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a highly motivated Senior Customer Support Specialist with over six years of experience in enhancing customer satisfaction and optimizing support operations. My expertise lies in troubleshooting, issue resolution, and process improvements within high-pressure environments. I am recognized for my strategic thinking, strong communication skills, and a proactive approach to problem-solving. Additionally, I am fluent in both English and French, which allows me to connect with a diverse range of customers.

Throughout my career, I have worked with various organizations, including Vitzo Limited, where I currently provide high-quality technical support and efficiently resolve customer inquiries. My previous roles at Indicina Technologies and Paga have equipped me with the skills to manage multi-channel support and conduct customer feedback analysis to drive service enhancements. I take pride in my ability to maintain high customer satisfaction and streamline internal processes through effective documentation and communication.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Vitzo Limited

Jan 2023 - Present (2 years 5 months)

Provided high-quality technical support and resolved customer inquiries efficiently. Maintained comprehensive documentation of interactions and resolutions, processed payments, generated invoices & quotes, and ensured seamless transactions.

Technical Support Documentation Payment Processing Customer Satisfaction

Customer Operations Analyst / Support Associate

Indicina Technologies

Oct 2021 - Present (3 years 8 months)

Acted as a liaison between merchants and engineering teams to resolve issues. Created and managed Jira tickets to track and resolve system bugs efficiently, provided real-time customer support using Zendesk and Slack, and conducted customer feedback analysis to drive service enhancements.

Customer Operations Technical Support Jira Zendesk Slack Customer Feedback Analysis

Customer Experience Analyst

Paga

Oct 2018 - Present (6 years 8 months)

Managed multi-channel support via web, call, text, chat, and email. Resolved UI/UX issues on mobile and web platforms, and provided support for over 13 million users and 13,000 agents across Nigeria.

UI UX Troubleshooting Customer Experience User Support

Help Desk Executive

International Facilities Services Limited

May 2017 - Present (8 years 1 month)

Oversaw contract execution and tracked service requests. Managed customer follow-ups to ensure timely issue resolution, and collaborated with quality assurance teams to uphold service excellence.

Contract Management Help Desk

French Teacher (NYSC)

Government College

Apr 2016 - Present (9 years 2 months)

Taught French language skills to secondary school students as part of the National Youth Service Corps. Developed lesson plans and assessed student progress.

Lesson planning Assessments Teaching Curriculum Development

Education

Degrees, certifications, and relevant coursework

University of Lagos

B.A. French, French

Grade: Second Class Upper Honors

Completed a Bachelor of Arts in French, achieving Second Class Upper Honors. The curriculum focused on comprehensive French language studies, including literature, linguistics, and cultural aspects.

Nigeria French Language Village, Badagry

Diploma in French, French

Grade: 78% A

Obtained a Diploma in French with a grade of 78% (A). This program provided intensive language acquisition and cultural immersion, enhancing proficiency in French.