Open to opportunities

Uwakmfonabasi Enang

@uwakmfonabasienang

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Customer Support leader with 5+ years driving multichannel service quality through training, SOPs, and CRM workflows.

Nigeria

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What I'm looking for

I’m looking for a role where I can lead customer support operations, improve workflows with SOPs and CRM tools, and train teams to deliver calm, consistent multichannel service—while also protecting data accuracy and confidentiality.

I’m a customer service leader with 5+ years of experience across customer support, client services, and administrative operations. I currently lead a customer service team, managing high-volume multichannel support (phone, email, live chat) while keeping service quality consistent through training and SOP development.

I’m proficient in Zendesk, Zoho CRM, and Google Workspace, and I focus on efficient ticket resolution, escalation management, and strong customer relationships. In my current role, I also manage structured client data and documentation with accuracy and confidentiality, coordinating records and communication to strengthen reporting and tracking.

Earlier, I supported customers as a Customer Support Virtual Assistant (remote), resolving high ticket volumes daily and using Zendesk and Zoho CRM to log and manage case histories. I’ve also built a strong administrative foundation through roles like Executive Assistant and Administrative Assistant, where I handled calendars, confidential records, reports, and client engagements with reliability and clear communication.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Service & Data

Current

Blord Group of Companies

May 2024 - Present (2 years 2 months)

Led a customer service team of 20+ staff, managing 200+ customer inquiries daily across phone, email, and in-person channels. Trained and onboarded support staff and managed structured client data and documentation with a focus on accuracy and confidentiality.

Customer Service Multichannel Support Team Leadership Onboarding SOP Development Escalation Management Client Data Management Confidentiality Documentation

Current

Health & Wellness Volunteer

Current

She Lead Safe Initiative

Promotes HIV/AIDS awareness and healthy lifestyle habits for young girls, including conducting HIV testing and counseling (HTC) sessions. Educates on hygiene and injury prevention and monitors participants’ well-being during sporting activities.

HIV Testing And Counseling Nutrition Education Health Education Injury Prevention

Customer Support Virtual Assistant

Trebla Construction

Jan 2026 - Jun 2026 (5 months)

Provided multichannel customer support via live chat, email, and phone calls, resolving 80+ tickets daily on average. Used Zendesk and Zoho CRM to log and manage customer interactions, and created SOPs to standardize support workflows.

Customer Support Multichannel Support Live Chat Email Support Phone Support Ticket Resolution Zendesk Zoho CRM SOP Development Slack Case Management

Executive Assistant

Homland Group

Mar 2023 - Mar 2024 (1 year)

Served as the primary point of contact for clients and external stakeholders to senior management, handling inquiries professionally and promptly. Managed executive calendars and confidential records, coordinated meetings and client engagements, and prepared reports, memos, and invoices with high accuracy.

Executive Support Stakeholder Engagement Calendar Management Correspondence Management Meeting Coordination Reporting Memos Invoicing Administrative Documentation

Health Assistant

Comprehensive Secondary School, Nawfia

Mar 2022 - Mar 2023 (1 year)

Maintained accurate health records and structured documentation at Comprehensive Secondary School, Nawfia from Mar 2022 to Mar 2023. Provided front-line support and referrals to staff and students.

Health Records Management Administrative Documentation Front Line Support Referrals

Administrative Assistant

Goodfellaz Entertainment Nigeria

Feb 2017 - Jan 2020 (2 years 11 months)

Provided front-line administrative and customer service support to the Chief Operating Officer and external clients. Handled customer inquiries and complaints, managed executive calendars and scheduled meetings, and maintained organized records of client interactions and communications.

Customer Service Administrative Support Complaint Resolution Calendar Management Scheduling Records Management Client Communication

Program Assistant

The Kings Love Foundation

May 2025 - Present (1 year 2 months)

Assisted with beneficiary registration and record-keeping during The Kings Love Foundation outreach in May 2025. Provided on-ground support to elderly participants and helped with mobility and communication during eye tests while ensuring accurate documentation of beneficiaries served and outcomes recorded.

Beneficiary Registration Record keeping Outreach Documentation

Community Development Officer

Global Fund Net Distribution Program - Ikot Ekpene

Jan 2023 - Present (3 years 6 months)

Coordinated with local stakeholders and government agencies as part of the Global Fund Net Distribution Program in Ikot Ekpene in 2023. Managed structured reporting and monitoring to support program accountability.

Stakeholder Management