ALEXANDER OBUMNEME UDEMOBI
Customer Service Support
Port Harcourt
Summary
Detail-oriented Virtual Assistant and Customer Service Officer with experience in administrative support and customer engagement. Skilled in managing data, streamlining workflows, and utilizing digital tools like Microsoft Excel and CRM systems. Proven ability to enhance client experiences, resolve inquiries efficiently, and build positive customer relationships. Seeking to leverage expertise in supporting business growth and improving customer satisfaction.
Overview
2
2
Languages
2
2
Certifications
6
6
years of professional experience
Work History
Customer Service Support
British Council
Port Harcourt
05.2023 - Current
- Managed high-volume customer inquiries across multiple channels (email, phone, and chat), consistently delivering timely and professional responses aligned with service standards
- Guided 100+ candidates through the IELTS registration process, resolving challenges and ensuring a smooth, error-free application experience
- Resolved customer issues efficiently through troubleshooting and problem-solving, contributing to improved customer satisfaction and reduced repeat inquiries
- Handled and de-escalated customer complaints with empathy and professionalism, achieving positive outcomes and maintaining brand trust
- Analyzed complex queries and escalated unresolved cases to relevant internal teams, ensuring prompt and effective resolution
- Leveraged CRM systems to track customer interactions, monitor complaint status, and follow up on unresolved issues
- Ensured adherence to service-level agreements (SLAs) and organizational procedures, maintaining a high standard of service delivery
- Key Achievements:
- Improved response efficiency by consistently meeting or exceeding SLA response times
- Successfully supported a high volume of candidates, contributing to increased customer satisfaction and positive feedback
- Reduced unresolved complaints by proactively tracking and following up through CRM systems
Customer/Exam Support Staff
British Council
Port Harcourt
08.2020 - 05.2023
- Administered computer-based exams, providing technical support and ensuring a smooth, disruption-free testing experience
- Configured and maintained computer networks and IT systems for seamless delivery of computer-based tests (CBT), minimizing technical disruptions
- Coordinated the setup and dismantling of examination venues for +1000 candidates monthly, ensuring all equipment, materials, and seating arrangements met required standards
- Configured and maintained computer networks and IT systems to support seamless delivery of computer-based tests (CBT)
- Verified candidate identity and managed check-in processes using the IAM system, ensuring accuracy and compliance
- Safeguarded and managed secure movement of confidential examination materials, ensuring compliance with established standards
- Executed administrative tasks to support efficient exam operations and documentation, contributing to overall operational effectiveness
- Key Achievements:
- Successfully supported the delivery of multiple exam sessions with zero security breaches or compliance issues
- Contributed to seamless CBT exam operations by ensuring reliable IT setup and minimal technical disruptions
- Maintained high levels of accuracy in candidate verification and data handling, reducing errors in exam processing
- Enhanced operational efficiency by effectively coordinating exam logistics and supporting cross-functional teams
- Upheld strict adherence to risk management and safeguarding standards, ensuring a secure and compliant testing environment
Education
B.ENG. - MATERIALS AND METALLURGICAL ENGINEERING
Federal University of Technology
Owerri, Imo State11-2015
Skills
Customer support
Customer service
Customer relations
Ticketing systems (Zendesk, Freshdesk)
Email and chat support tools
CRM software (eg, Salesforce, HubSpot)
Microsoft Excel & data entry
Google Workspace (Docs, Sheets, Gmail)
Problem-solving
Conflict resolution
Adaptability
Verbal communication
Certification
Information Management Certification
Interests
Reading and continuous learning gathering, Swimming and fitness activities, Research and information gathering, Socializing and networking
Timeline
Information Management Certification
05-2026
Safety and security certification
05-2026
Customer Service Support
British Council
05.2023 - Current
Customer/Exam Support Staff
British Council
08.2020 - 05.2023
B.ENG. - MATERIALS AND METALLURGICAL ENGINEERING
Federal University of Technology