Tobenna Ufodik

Customer care professional and Administrative officer with over 3 years of experience delivering efficient, empathetic, and solution-driven support across internet service and administrative environments. Skilled in leading multichannel support operations, issue resolution, customer scheduling, CRM management, and retention strategies. Proven ability to manage high-volume inquiries, oversee support processes, resolve technical issues, and improve customer satisfaction through proactive follow-ups, team coordination, and service excellence.

Customer Support Lead at Tizeti Network Limited (2024-05 – Present)

• Lead frontline support across calls, email, and chat, ensuring timely resolution of connectivity and service issues.
• Supervise ticket handling and coordinate technical visits with field engineers, improving service turnaround time.
• Manage escalations and complex complaints, driving prompt and effective resolution.
• Train and onboard new support agents, increasing team efficiency and adherence to standards.
• Support retention initiatives by engaging at-risk customers and improving satisfaction outcomes.
• Maintain accurate customer records using Zoho CRM to support reporting and decision-making.
• Liaise with Engineering, Sales, Retention, and Accounting teams for consistent service delivery.

Accountant (Internship) at Lodoni Company (2023-02 – 2023-04)

• Supported financial record-keeping, expense tracking, and reconciliations.
• Assisted in sales monitoring and inventory tracking to ensure accurate stock records.
• Processed payroll and ensured accuracy in compensation records.
• Assisted in procurement and vendor coordination.
• Maintained employee records and supported onboarding processes.
• Assisted in preparing basic financial reports and summaries.

Administrative Officer at Dekah Humphrey's School (2022-04 – 2023-01)

• Managed daily administrative operations to ensure smooth workflow.
• Handled financial records, including fee collection, budgeting, and reporting.
• Processed payroll and maintained accurate salary records.
• Served as point of contact for parents, resolving inquiries and concerns.
• Assisted in recruitment, onboarding, and staff documentation.
• Maintained accurate student records and updated administrative databases.

B.Sc. in Political Science – University of Lagos