Charlene Ugah
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Charlene Ugah Email & Phone Number

Service Delivery Management | Customer Relationship Management | Stakeholder Management | Team Leadership & Development | Capacity Building | Incident Resolution & Troubleshooting | Scrum Master at Technica Solutions IT services
Location: London Area, United Kingdom, United Kingdom 5 work roles 3 schools
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Current company
Technica Solutions IT services
Role
Service Delivery Management | Customer Relationship Management | Stakeholder Management | Team Leadership & Development | Capacity Building | Incident Resolution & Troubleshooting | Scrum Master
Location
London Area, United Kingdom, United Kingdom
Company size
16 employees

Who is Charlene Ugah? Overview

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Charlene Ugah is listed as Service Delivery Management | Customer Relationship Management | Stakeholder Management | Team Leadership & Development | Capacity Building | Incident Resolution & Troubleshooting | Scrum Master at Technica Solutions IT services, a company with 16 employees, based in London Area, United Kingdom, United Kingdom. AeroLeads shows a matched LinkedIn profile for Charlene Ugah.

Charlene Ugah previously worked as Service Desk Technician at Technica Solutions It Services and Service Delivery Manager at Layer3. Charlene Ugah holds Master'S Degree, Business With Business Analytics from Northumbria University.

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Technica Solutions IT services

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Profile bio

About Charlene Ugah

I’m a data-driven professional, with a keen expertise in the ITIL industry, and more than 10 years’ experience leading high-performing teams to deliver exceptional customer service. I believe customers are the essence of all businesses and play a key role in organisational success. I am enthusiastic about strategically managing the customer experience and serving as a bridge between customers and the companies who serve them. As an ITIL service operations professional, I am constantly focused on the principles, processes, operational activities, and functions that enable organisations and individuals to successfully manage how their products and services are delivered. As my career history demonstrated, I have continuously simplified and improved the customer experience by building and maintaining client relationships through periodic performance review meetings and high-level discussions, while transforming detractors into advocates.An analytical thinker, I have strategic vision for process improvement, and additionally, the constant search to optimise daily operations. I am inspired by my fellow colleagues across departments, and I enjoy engaging with people from all knowledge background. The IT industry can be very hands-on, but it also requires tenacity, adaptability, and the ability to work in a high-pressure environment. My experience has helped me to enhance these skills and offer significant value for the customer at every touchpoint. I am passionate about team collaboration. I’m a big believer that two heads are better than one, and there’s no doubt that some complex tasks require an effective team to outline solutions. I am interested in expanding my network. If you would like to talk all things service delivery or customer experience, or simply grow your own network – let’s connect!

Listed skills include Telecommunications, It Service Management, Project Management, Microsoft Office, and 16 others.

Current workplace

Charlene Ugah's current company

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Technica Solutions IT services
Technica Solutions It Services
Service Delivery Management | Customer Relationship Management | Stakeholder Management | Team Leadership & Development | Capacity Building | Incident Resolution & Troubleshooting | Scrum Master
ayot saint lawrence, hertford, united kingdom
Website
technicasolutions.co.uk
Employees
16
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5 roles

Charlene Ugah work experience

A career timeline built from the work history available for this profile.

Service Delivery Manager

Layer3

Abuja, Nigeria

  • As Service Delivery Manager, I lead service delivery teams and support personnel throughout complex client queries/escalations. I oversee personnel management and lead onboarding initiatives for new recruits. In.
  • Facilitating capacity-building for team members to address skill gaps and enhance operational efficiency/productivity.
  • Initiating change management process by utilising IT Infrastructure Library (ITIL) and IT Service Management (ITSM) methodologies.
  • Introducing Change Advisory Board (CAB) and standard change request forms.
Feb 2020 - Jun 2022

Team Lead (Service Delivery)

Layer3

Abuja, Nigeria

  • In my role as Team Lead, I oversaw all aspects of onboarding for new clients and managed existing client portfolio according to SLAs and project scope. I processed client escalations on all reports and communicated.
  • Winning the team award for Best Customer Service at Layer3 in 2016.
  • Achieving team award for Best Customer Focused Staff in 2015.
  • Defined SLAs according to project scope and implementing strategic methods for personnel to meet client expectations.
Jan 2014 - Feb 2020

Team Lead (Customer Support)

Layer3

Nigeria

  • Within the customer support department. I led the customer support unit (CSU) throughout all levels of customer service and ensured appropriate escalation/resolution for reported incidents/logged cases. I analysed.
  • Serving as key interface between team leads and customers to ensure delivery of services related to ICT and IT division.
  • Training newly hired customer service representatives/associates.
  • Corresponding with account managers to maintain high-level customer satisfaction through efficient service delivery.
Nov 2011 - Dec 2013

Customer Support Engineer

Layer3

Abuja, Nigeria

As a Customer Support Engineer, I delivered first-level support for clients on internet, WiMAX, and fibre networks. I documented logs of CS incidents and tracked daily events through the customer service portal (Advent New Manage Engine). I secured high availability of client networks by utilising NMS, including Solar Winds Orion, Zabbix, Cacti, and.

Mar 2009 - Oct 2011
Team & coworkers

Colleagues at Technica Solutions IT services

Other employees you can reach at technicasolutions.co.uk. View company contacts for 16 employees →

VR Vickash Ramdeen Vickash Ramdeen Colleague at Technica Solutions It ServicesGuyana, Guyana View → DB Daniel Boyce Daniel Boyce Colleague at Technica Solutions It ServicesBorehamwood, England, United Kingdom, United Kingdom View → DJ Damian Jaciuk Damian Jaciuk Colleague at Technica Solutions It ServicesTychy, Śląskie, Poland, Poland View → JM John Metcalfe John Metcalfe Colleague at Technica Solutions It ServicesConsett, England, United Kingdom, United Kingdom View → AB Atanu Basu Atanu Basu Colleague at Technica Solutions It ServicesKolkata, West Bengal, India, India View → OM Ollie Mincer Ollie Mincer Colleague at Technica Solutions It ServicesBushey, England, United Kingdom, United Kingdom View → VM Velichko Mitev Velichko Mitev Colleague at Technica Solutions It ServicesHarrow, England, United Kingdom, United Kingdom View → DA David Adams David Adams Colleague at Technica Solutions It ServicesBorehamwood, England, United Kingdom, United Kingdom View → VC Vanessa Chart Vanessa Chart Colleague at Technica Solutions It ServicesBorehamwood, England, United Kingdom, United Kingdom View → JS Jaydip Shyora Jaydip Shyora Colleague at Technica Solutions It ServicesMohkhed, Madhya Pradesh, India, India View →
3 education records

Charlene Ugah education

FAQ

Frequently asked questions about Charlene Ugah

Quick answers generated from the profile data available on this page.

What company does Charlene Ugah work for?

Charlene Ugah works for Technica Solutions IT services.

What is Charlene Ugah's role at Technica Solutions IT services?

Charlene Ugah is listed as Service Delivery Management | Customer Relationship Management | Stakeholder Management | Team Leadership & Development | Capacity Building | Incident Resolution & Troubleshooting | Scrum Master at Technica Solutions IT services.

Where is Charlene Ugah based?

Charlene Ugah is based in London Area, United Kingdom, United Kingdom while working with Technica Solutions IT services.

What companies has Charlene Ugah worked for?

Charlene Ugah has worked for Technica Solutions It Services and Layer3.

Who are Charlene Ugah's colleagues at Technica Solutions IT services?

Charlene Ugah's colleagues at Technica Solutions IT services include Vickash Ramdeen, Daniel Boyce, Damian Jaciuk, John Metcalfe, and Atanu Basu.

How can I contact Charlene Ugah?

You can use AeroLeads to view verified contact signals for Charlene Ugah at Technica Solutions IT services, including work email, phone, and LinkedIn data when available.

What schools did Charlene Ugah attend?

Charlene Ugah holds Master'S Degree, Business With Business Analytics from Northumbria University.

What skills is Charlene Ugah known for?

Charlene Ugah is listed with skills including Telecommunications, It Service Management, Project Management, Microsoft Office, Solarwinds, Cacti, Itil V3 Foundations Certified, and Itil Implementation.

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