Nelson Nwabugwu

I've supported customers at FairMoney Microfinance Bank across email, live chat, and inbound channels, resolving high volumes of inquiries with empathy, accuracy, and fast follow-up. I process over 120 customer emails daily at a 98% accuracy rate and prioritize tickets by urgency, complexity, and customer impact.

Through proactive support improvements, I've reduced ticket resolution time by 40%, increased service efficiency by 30%, and helped reduce recurring complaints by 25%. I also created internal documentation and quick-reply resources that improved knowledge sharing and communication consistency.

At Herbassure, I managed over 100 daily customer interactions, improved returns efficiency by 20%, increased upsell revenue by 15%, and trained 10 new team members. I’ve also handled high-pressure incidents, including real-time live-chat communication that calmed more than 2,000 users during a system outage.

Alongside customer support, I bring administrative coordination and teaching experience from God's Favour Group of Schools. I use Salesforce, Freshdesk, Freshchat, Metabase, Microsoft Office, and Google Workspace to keep customer records organized, identify trends, and help teams deliver better experiences.