Nelson Nwabugwu

I am a customer service professional with over two years of hands-on experience in fast-paced retail and financial service environments, focused on delivering excellent support and first-contact resolution. I consistently handle high volumes of inquiries while maintaining a strong customer satisfaction record.

At Fairmoney Microfinance Bank I provided multi-channel support across inbound calls, email, and live chat, documenting and prioritizing cases in CRM and ticketing systems to streamline workflows and boost loyalty. Previously at Herbassure I improved product returns by 20% and increased upsell revenue by 15% while reducing response time by 30% through cross-functional process improvements.

I also bring experience in training and mentoring colleagues, having onboarded and supported new team members and served as a senior teacher delivering lessons and mentoring staff in an educational setting. My technical toolkit includes Salesforce, Zendesk/Freshdesk platforms, Google Workspace, Microsoft Office, Metabase, and Snipper.

I am committed to calm, clear communication, strong problem-solving, and continuous improvement to help teams meet service goals and retain customers.