Summary
Overview
Work History
Education
Skills
Custom
Timeline
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VALENTINE UGOBUDE

Summary

Dedicated professional with a strong background in Customer Relationship Management, adept at Problem-Solving and Technical Proficiency. Demonstrates exceptional Communication and Conflict Resolution skills, ensuring effective team collaboration and efficient Time Management. Committed to leveraging expertise to drive organisational success and enhance customer satisfaction.

Overview

8
8
years of professional experience
2
2
years of post-secondary education

Work History

Customer Service and Support Advisor

Time Telecommunications Ltd.
FLEX Telcom Limited, UK
01.2023 - Current
  • Delivered first-class service by addressing customer queries through phone, email, and live chat, achieving a 95% customer satisfaction rate
  • Investigated and resolved complex billing and technical issues, reducing complaint resolution time by 20%
  • Provided product guidance, upselling relevant services to meet customer needs, contributing to a 15% sales increase
  • Collaborated with internal teams to improve service delivery and streamline communication channels
  • Trained and mentored a team of five new hires, improving their onboarding efficiency by 30%

Customer Service Representative

AMAZON Retail Ltd.
Manchester, UK
06.2018 - 12.2020
  • Assisted customers in-store and via phone, ensuring swift resolution of complaints and returns, enhancing loyalty
  • Maintained a comprehensive understanding of product lines, ensuring accurate advice and recommendations
  • Monitored customer feedback trends, providing actionable insights to management for service improvements
  • Exceeded performance targets, achieving the 'Employee of the Month' award four times

Call Centre Agent

SJ Financial Solutions
Birmingham, UK
09.2016 - 05.2018
  • Handled high call volumes while maintaining quality standards, resolving 95% of inquiries on first contact
  • Delivered personalized financial advice, adhering to FCA regulations and company policies
  • Consistently achieved KPIs, including average call handling time and customer satisfaction scores
  • Played a key role in piloting a new CRM system, providing feedback that improved efficiency

Education

Bachelor of Science - Computer Science

Ebonyi State University
Abakaliki, Ebonyi State
08.2007 - 01.2010

Skills

  • Customer Relationship Management
  • Problem-Solving
  • Technical Proficiency
  • Communication
  • Conflict Resolution
  • Time Management
  • Team Collaboration

Custom

  • Active participant in community volunteer programs, focusing on supporting vulnerable populations.
  • Passion for travel and learning about customer service practices in different cultures.

Timeline

Customer Service and Support Advisor

Time Telecommunications Ltd.
01.2023 - Current

Customer Service Representative

AMAZON Retail Ltd.
06.2018 - 12.2020

Call Centre Agent

SJ Financial Solutions
09.2016 - 05.2018

Bachelor of Science - Computer Science

Ebonyi State University
08.2007 - 01.2010

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VALENTINE UGOBUDE