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Ugochi Ukpebor

Virtual Assisstant (customer Support)

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About
Hello! I'm Ukpebor Ugochi Stella, a dedicated Virtual Assistant and Customer Support professional with over 5 years of experience helping businesses streamline their operations and deliver exceptional customer service. I specialize in managing emails, handling customer inquiries, scheduling meetings, and providing high-quality support to clients across various industries. In my customer support role, I’ve successfully handled client communications through multiple channels (email, chat, and phone), resolved customer issues promptly, and maintained a positive customer experience. I’m proficient in CRM systems like HubSpot and Zendesk, and I’m skilled in managing customer profiles, tracking interactions, and ensuring timely follow-ups to keep customers satisfied. My strengths include strong communication, problem-solving, multitasking, and an unwavering commitment to providing exceptional service. I am passionate about creating efficient workflows, improving customer satisfaction, and offering support that enhances business success. I’m excited to bring my skills to help you manage your customer support needs and make your business operations run smoothly!
Experience
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My Health Integral
Jul 2024 – Present
Remote
Customer Support Specialist
Roles/Responsibilities: - Respond to customer inquiries via email, chat, and phone, ensuring timely and effective resolution. - Maintain and update CRM systems with detailed customer interaction records. - Educate customers on self-service tools and features to enhance their experience. - Identify recurring issues and escalate them to relevant departments for resolution. - Monitor and ensure adherence to Service Level Agreements (SLAs), addressing deviations promptly to maintain customer satisfaction and operational efficiency. Key Achievements: - Achieved a 98% customer satisfaction score by consistently resolving issues on the first contact. - Reduced response times by 25% by streamlining workflows and automating routine tasks. - Trained over 30 customers monthly on self-service tools, improving user independence.