Open to opportunities

Ngozi Udogwu

@ngoziudogwu

Message

I am a customer support specialist and data analyst driving quality and insights.

Nigeria

Message

What I'm looking for

I am seeking a customer-support or data-focused role where I can lead teams, improve quality and processes, use data to drive decisions, and grow into broader leadership within a collaborative organization.

I am a seasoned customer support specialist and data analyst with over four years of experience delivering exceptional service, resolving issues efficiently, and driving client satisfaction. I have led teams, implemented process improvements, and used data to identify trends and improve operations.

I design and run quality assurance audits, build reports that guide stakeholder decisions, and recruit and train staff to maintain service reliability. I bring a practical, results-oriented approach to monitoring, evaluation, and cross-functional collaboration to improve product quality and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Officer

Current

NewGlobe

May 2022 - Present (3 years 3 months)

Led a team of 14+ customer support professionals, enforcing service quality standards and escalating field issues for timely resolution. Produced detailed reports and first-level analyses that identified trends and improved ticket resolution and compliance.

Customer Support Team Leadership Ticketing Systems Data Analysis Escalation Management CRM

Quality Assurance Analyst

NewGlobe

Oct 2020 - May 2022 (1 year 7 months)

Designed and implemented Kobo Toolbox audits and conducted first-level field data analysis to identify compliance gaps and trends. Developed QA reports, validated processes through reliability visits, and co-led recruitment and capacity-building to strengthen field QA coverage.

Quality Assurance Data Analysis Design Audits Reporting Training

Direct Sales Officer

Ecobank

Feb 2020 - Oct 2020 (8 months)

Promoted banking products via consultative selling, tracked sales performance metrics to identify improvement opportunities, and trained new agents to ensure consistent messaging and compliance. Leveraged customer feedback and cross-functional collaboration to improve conversion and client retention.

Relationship Management Sales Analytics Onboarding Compliance Customer Feedback Presentation

Data Entry Officer

54Gene

Jan 2018 - Dec 2019 (1 year 11 months)

Captured and validated client test data to maintain data integrity and prevent duplication, supporting audits and inventory tracking through accurate record-keeping. Improved data entry workflows with team collaboration to increase efficiency and reduce processing time.