Uche Amadi

Bilingual (English/French) customer service professional with over five years of experience resolving inbound customer inquiries by phone, email, and chat in high-volume, fast-paced environments. Proven record of consistently exceeding customer satisfaction targets, accurately processing orders and account requests, and navigating multiple systems while maintaining strong attention to detail. Demonstrated employment stability, a customer-first mindset, and strong problem-solving skills, with additional experience in research and human resources.

Customer Service Representative - Etisalat Nigeria - Lagos, Nigeria

(2018-04 - 2023-09)

• Handled over 75 inbound customer inquiries daily by phone, email, and chat, resolving billing, product, and data-related issues with professionalism and empathy
• Processed customer requests accurately and efficiently, maintaining a 130% average customer satisfaction score for four consecutive months
• Applied escalation procedures to route unresolved issues to the appropriate department, ensuring timely resolution
• Documented every customer interaction in CRM software to ensure accuracy and consistency of service delivery
• Delivered customer education sessions on new products and services, improving customer awareness and product usage

Research Assistant - University of Windsor - Windsor, ON

(2024-04)

• Conduct qualitative and quantitative research supporting academic projects in human resource management
• Prepare literature reviews and analyze data using statistical tools, maintaining meticulous, detail-accurate records
• Collaborate with professors and peers to present findings in professional and academic forums
• Draft, edit, and proofread research documents for publication and presentation, working to deadlines

Master of Management - Human Resources - University of Windsor (2024-12)