Loveth Ugwu

Customer Support Specialist with over 7 years of experience helping customers, managing accounts, resolving technical issues, and providing support across phone, email, and chat channels. I have experience handling a high volume of customer interactions while ensuring issues are resolved quickly and customers receive the right support for their needs. Skilled at troubleshooting account and connectivity issues, guiding customers on products and services, and creating positive customer experiences through clear communication, patience, and empathy.

Experienced with Zendesk, Freshdesk, CRM systems, ticket management, and escalation handling, with a strong track record of meeting KPIs, response time targets, and service expectations. I learn new systems quickly and work well in fast-paced environments while maintaining a strong focus on customer satisfaction.

Customer Support Specialist - MedPharm Consult - United States

(2025-07 - 2026-01)

• Assisted customers with medication orders, delivery updates, and order-related inquiries through email and ticket support.
• Responded promptly to customer questions and resolved issues related to orders, deliveries, and service requests.
• Followed up with customers to ensure successful order completion and overall satisfaction.
• Maintained a 98% SLA response rate while handling sensitive and time-sensitive customer concerns.
• Communicated clearly and professionally to provide accurate information and improve customer experience.
• Used Zendesk to manage tickets, document interactions, track issues, and maintain organized customer records.

Customer Service Representative - Spectranet Limited - Nigeria

(2018-01 - 2026-03)

• Resolved 80+ daily customer interactions via phone, email, and chat in a fast-paced support environment.
• Guided customers on internet products, services, and subscription plans based on their needs and usage.
• Assisted customers with onboarding, account setup, renewals and service activation processes.
• Resolved networking, connectivity, and account-related issues through effective troubleshooting and technical support.
• Followed up on service requests, complaints, and pending issues to ensure timely resolution and customer satisfaction.
• Maintained 95%+ CSAT scores through professional communication, active listening, and efficient problem-solving.
• Processed account updates, renewals, and service modifications with high accuracy and attention to detail.
• Applied customer retention strategies to reduce cancellations and improve customer engagement.
• Collaborated with technical and internal teams to resolve escalated issues and meet service targets.
• Recognized as "Employee of the Month" (3x) for performance, consistency, and teamwork.