Joseph Uduma Email & Phone Number

Abuja, Federal Capital Territory, Ng

California, United States

- Provide Tier 1 and Tier 2 technical support, efficiently addressing customer issues and achieving a 30% increase in first-call resolution rates. - Assist customers with troubleshooting technical problems by offering detailed guidance and effective solutions to enhance their overall experience.- Utilize CRM tools, such as Zendesk and Salesforce, to document and track customer interactions, ensuring the timely and accurate resolution of support tickets.- Monitor and analyze customer feedback to identify trends and areas for improvement, implementing necessary changes to enhance service delivery.- Collaborate with cross-functional teams to escalate and resolve complex technical issues, contributing to ongoing improvements in support processes.- Conduct content moderation to ensure compliance with community guidelines and maintain a positive and safe environment for all users.- Resolve user reports and inquiries regarding content moderation issues, providing clear and timely feedback to promote a respectful online community.- Work with cross-functional teams to develop, update, and enforce content moderation policies and procedures, aligning them with current industry standards and regulatory requirements.- Strive to maintain high customer satisfaction by delivering empathetic and effective support, leading to positive customer feedback and increased retention.

Abuja, Federal Capital Territory, Nigeria

Provided administrative support that facilitate data-driven decision-making.Created and managed Media Content.Oversaw projects, tracked timelines and provided updates to stakeholders.Assisted in hiring processes, screening candidates and managing applications.Diagnosed and resolved software and hardware issues, improving resolution time by 30%.Expanded business through effective network development, identifying new and prospective clients.Documented and tracked customer interactions, ensuring timely follow-up.Managed multimedia projects, overseeing video shoots, photography sessions, and audio recordings.Ensured the company website's ongoing functionality, security, and updates through regular maintenance.

Abuja, Federal Capital Territory, Nigeria

As a Customer Support Representative at uLesson, I was responsible for providing excellent customer service to our users, as well as identifying and converting potential customers into paying customers. I communicated with customers via phone, email, and chat to ensure their needs were met and questions were answered using the customer satisfaction model to drive revenue growth. I also collaborated with the product team to provide feedback and suggestions for improving the platform and user experience.I was successful in this role because of my exceptional communication skills, strong sales acumen, and passion for helping others. As a self-starter who thrives in a fast-paced environment, I was able to contribute to the growth and success of the company, my dedication to providing excellent customer service and driving sales helped to make uLesson a leader in the Edtech industry in Nigeria.

Lokoja, Kogi State, Nigeria

• Oversaw personal and professional calendars and coordinated appointments for future events.• Maintained appropriate filing of personal and professional documentation.• Displayed absolute discretion at handling confidential information.• Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.• Coordinated travel logistics including flight itineraries, hotel reservations and car services.• Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.• Documented and distributed meeting notes to identify, analyze, and improve workflows.