Ugochi Ezechinyere-Otuka Email & Phone Number

- Conducted thorough identity verification checks on individuals based on established protocols, significantly reducing fraudulent incidents.- Recognized for consistently exceeding daily KPIs in identity verification processes by reviewing over 600 profiles per day and identifying suspicious users.- Conducted in-depth investigations into suspicious or potentially fraudulent users, employing a range of analytical techniques to identify and mitigate risks while ensuring platform security and compliance with established protocols.- Escalated evident and possible fraudulent and illegal activities to the management.- Ensured compliance with relevant regulations, policies, and procedures during identity verification and investigation processes.

- Analyzed user behavior patterns and trends to identify potential safety risks, and escalated critical issues to leadership for timely intervention and resolution.- Successfully monitored the community, swiftly addressing violations and took appropriate actions according to company policies, which led to a significant decrease in disruptive behavior on the platform.- Investigated AI-detected and user-reported content for potential threats and took swift and appropriate action.- Reviewed, removed, and enforced necessary actions following policies and guidelines for sensitive issues.

North Carolina, United States

Birmingham, United Kingdom

- Handled a high volume of customer inquiries on both websites and social media, maintaining a 98% satisfaction rate by resolving issues efficiently and effectively.- Successfully managed real-time chat support on websites and social media platforms, improving customer engagement by 35% through prompt and personalized responses.- Initiated follow-up messaging for potential customers, leading to a 25% increase in conversion rates from inquiries to sales.- Assisted in identifying upsell opportunities during customer interactions, contributing to a 10% increase in average order value.

San Francisco, California, United States

- Provided expert real-time tech support for a smart TV video application during a high-profile film festival, resolving 90% of user issues related to app discovery, download, and service sign-up.- Delivered support via Zendesk, ensuring users could easily sign up for the service and troubleshoot any issues they encountered.- Collaborated effectively with internal teams via Slack to escalate and resolve complex technical issues, ensuring a smooth and enjoyable user experience for all festival attendees.- Provided clear and concise instructions to a diverse user base, enhancing the overall accessibility and usability of the smart TV video application.

Port Harcourt, Nigeria

Master Of Science - Ms, Environmental Microbiology

Bachelor Of Science (B.Sc), Microbiology, General, 2Nd Class Upper

Activities and Societies: National Association of Microbiology Students