Human Resource Management
Ufedo Maha
Customer/Technical Support Specialist
F.C.T Abuja
Summary
Results-oriented Customer and Technical Support Specialist with over five years of experience delivering high-quality service to a diverse customer base. Demonstrates strong expertise in resolving inquiries and complex technical issues efficiently while maintaining a customer-centric approach. Skilled in active listening, analytical problem-solving, and clear communication to ensure optimal user satisfaction. Proven ability to troubleshoot technical challenges and guide customers through structured, step-by-step solutions that enhance user experience and build lasting relationships.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Research Officer
Microbrige Technology Solutions L.t.d
12.2020 - Current
- Researching on new ideas and technologies the company can adopt and analyze customer complaints to identify usability gaps.
- Organized and facilitated investigator and coordinator meetings, conferences and events associated with research activities.
- Evaluated existing research methods, identifying areas for improvement and implementing best practices.
- Researched and evaluated potential new markets and products.
- Established strong working relationships with stakeholders, facilitating communication and collaboration on research projects.
- Presented research findings at conferences, contributing to the dissemination of knowledge within the field.
Call Center Support
Jamub Global Service Ltd
03.2018 - 10.2019
- Managed inbound and outbound customer calls.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Identified client needs and provided effective solutions
- Efficiently handled administrative tasks such as answering phone calls, managing emails, and data entry to support center operations.
- Promoted positive teamwork atmosphere within the call center through active collaboration and open communication among colleagues.
Customer Service Representative
First City Monument Bank
05.2014 - 12.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enrolling customers on alternate chanel such as internet banking and mobile banking.
Education
Bachelor of Science - Surveying & Geo-informatics
04.2001 -
Skills
Effective Communication
Customer Support & Relationship Management
Technical Troubleshooting
Helpdesk & Ticketing Systems (Zendesk, ZohoDesk, Freshdesk)
Conflict Resolution/problem solving
Time Managment
Research & Data Analysis
UI/UX Design (User Research, Wireframing, Prototyping)
Accomplishments
- Participated in the activation of a new branded product in the company called school me scholarship
lottery - Collaborated with a team of 10 in the development and re-designing of the National examination
council (NECO) website. - Collaborated with team of 8 in the development and re-designing of National open university (NOUN)
website. - Achieved fast results by introducing Claude Ai for design tasks.
Certification
Product designer, Fasaha 4.0 Digital development program]
Interests
Product Design
Languages
English
Bilingual or Proficient (C2)
Timeline
Diploma Course in Human Resource Management (HRM)
02-2026
Product designer, Fasaha 4.0 Digital development program]
06-2021
Research Officer - Microbrige Technology Solutions L.t.d
12.2020 - Current
Call Center Support - Jamub Global Service Ltd
03.2018 - 10.2019
Certified [Call Center Representative, Jamub Global
11-2017
Customer Service Representative - First City Monument Bank
05.2014 - 12.2017
Federal University of Technology Minna - Bachelor of Science, Surveying & Geo-informatics
04.2001 -
Reading, Travelling Research, Music
- Reading – Committed to continuous learning through books and industry materials that improve problem-solving and professional growth.
- Travelling – Exposure to diverse environments enhances adaptability, cultural awareness, and interpersonal skills.
- Research – Naturally curious and analytical; enjoy exploring new ideas, technologies, and data-driven solutions.
- Music – Creative and expressive; strengthens discipline, focus, and teamwork.