ugwu queendaline chinweokwu

Customer Service & Applications Support Associate

Lagos, Nigeria

Virtual Flux Africa

Feb 2023 - Sep 2024 -1 yr, 7 months

Nigeria

Job Details:Resolved an average of 50+ technical issues per week, contributing to a 20% increase in customer satisfaction. Created and updated user manuals for new features, decreasing customer inquiry time by 15%. Collaborated with technical teams to address and resolve 100+ system performance issues, improving system uptime by 10%. Maintained accurate customer records and system documentation, reducing errors in troubleshooting by 20%. Provided valuable feedback to development teams, resulting in the identification and resolution of 5 recurring product issues.

Spectranet Nigeria Ltd

Jan 2022 - Feb 2023 -1 yr, 1 month

Nigeria

Job Details:Managed 30+ customer calls and emails daily, providing accurate information and resolving issues with a 98% resolution rate. Logged and tracked 100% of customer interactions through the internal CRM system, improving case follow-up efficiency by 25%. Educated 50+ customers weekly on product features, improving service usage by 15%. Handled and resolved 100+ customer complaints monthly, maintaining an 85% first-contact resolution rate. Worked closely with the customer service team to share feedback and improve service delivery, resulting in a 10% increase in team performance.