@praiseugwumemmanuel
Customer Support Representative at Topaz Labs who resolved 350+ weekly tickets with 90–100% CSAT.
NigeriaAt Topaz Labs, I resolved 350+ customer tickets weekly with a 90–100% CSAT rating, managing high-volume queues in HelpScout. I also handled orders, subscriptions, refunds, and complex account, licensing, and billing issues through resolution.
At Car Ship Guys, I coordinated vehicle shipments from quote to proof of delivery and handled an average of 300 calls a day. I kept customers, drivers, and carriers updated and maintained accurate shipment and order records.
Work history, roles, and key accomplishments
Topaz Labs
Sep 2025 - Sep 2026 (1 year)
Managed high-volume support queues, resolved 350+ tickets weekly at 90-100% CSAT, and led a remote support team while coaching peers on escalated cases.
Car Ship Guys
Mar 2023 - Sep 2025 (2 years 6 months)
Coordinated vehicle shipments end-to-end, handled 300 calls daily, and trained new hires on documentation and case-handling protocols.
PrecisionEHR
Jul 2022 - Feb 2023 (7 months)
Documented recurring account issues and coordinated with technical and sales teams to improve cross-team resolution speed.
Skool Trends Ltd
Feb 2020 - Jun 2022 (2 years 4 months)
Drove a 30% revenue increase during a market downturn through consultative selling and improved customer retention with personalized follow-up.
Skool Trends Ltd
Jul 2019 - Feb 2020 (7 months)
Increased sales by 20% by managing client communications and coordinating presentations that supported deal closure.
Degrees, certifications, and relevant coursework
Master of Science, Public Health & Community Nutrition
Master of Science in Public Health & Community Nutrition from the University of Ibadan, Nigeria, in 2025.
Virtual Assistance Certification, Virtual Assistance
Completed the Virtual Assistance Certification in 2024.
IT Soft Skills Training, IT
Completed IT Soft Skills Training in 2023.
Customer Service: Problem Solving & Troubleshooting, Customer Service
Completed the Customer Service: Problem Solving & Troubleshooting course in 2022.
Inbound Sales Certification, Sales
Completed the Inbound Sales Certification in 2022.
Digital Marketing & Lead Generation, Digital Marketing
Completed Digital Marketing & Lead Generation training in 2022.
Bachelor of Science, Human Nutrition & Dietetics
Bachelor of Science in Human Nutrition & Dietetics from the University of Calabar, Nigeria, in 2019.
Software and tools used professionally
NigeriaYou can contact Praise Ugwum and 90k+ other talented remote workers on Himalayas.
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