Summary
Overview
Work History
Education
Skills
Websites
LANGUAGES
Hobbies and Interests
COURSE
Timeline
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Grace Amarachi Ubi

Lublin

Summary

Proven Technical Customer Support Expert with a track record in resolving complex issues, adept in high-volume case management and customer satisfaction enhancement. Eager to join your team, leveraging multitasking abilities, staff training expertise, compliance, and advanced CRM skills, backed by a Nursing degree and communication certification.

Overview

3
3
years of professional experience

Work History

Technical support specialist

Concentrix
02.2025 - Current
  • Focused on backend related problems and solutions
  • Monitored automotive backend performances
  • Worked together with hardware specialist to provide precise solutions
  • Improved backend performance for automotive solutions initiatives.
  • Collaborated with teams to implement effective backend strategies.
  • Monitored KPIs to drive performance improvements and user satisfaction.
  • Analyzed backend issues to enhance system efficiency and reliability.

Customer Service Representative

Concentrix
11.2024 - Current
  • Providing information on a given product and service.
  • Collecting and processing orders by phone and emails.
  • Help customers solve their problems and advising them.
  • Conducting conversations with customers from database and strictly following company recommendations.
  • Handling hotline (incoming calls).
  • Processing refunds.
  • Making all incoming calls defined and available via the company platform.
  • Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
  • Handled high-volume telephone calls to address and resolve customer queries.
  • Troubleshooting customer multimedia interface, electric vehicle charging, and EV station queries.

Customer Resolution Adviser

Shell Energy Retail Poland
01.2024 - 03.2024
  • Resolved 40+ complaints daily, using de-escalation to prevent Ombudsman involvement.
  • Collaborated cross-functionally, providing expert guidance on complex cases to improve team efficiency.
  • Implemented strategies that boosted customer satisfaction scores by 15% and elevated support quality.
  • Ensured 100% compliance with company policies and regulatory standards in all resolutions.
  • Trained and mentored 15+ junior staff, increasing their resolution efficiency by 25%.

Senior Customer Adviser

Shell Energy Retail Poland
10.2023 - 01.2024
  • Monitored and managed onboarding and after-sales support, handling 50+ cases daily.
  • Leveraged Zendesk, CRM systems, and Jira to achieve a 90% first-contact resolution rate.
  • Applied strong problem-solving skills in diagnosing inquiries, processing orders, and managing invoices and refunds.
  • Maintained high account health by effectively managing 100+ client accounts.
  • Excelled in multitasking, consistently meeting tight deadlines while handling multiple inquiries.

Customer First Adviser

Shell Energy Retail Poland
02.2023 - 10.2023
  • Managed 50+ daily calls and emails for UK customers, ensuring prompt issue resolution.
  • Reduced wait times by 25% while consistently meeting call target timeframes.
  • Facilitated seamless onboarding and resolved customer concerns with empathy and professionalism.
  • Documented detailed notes for accurate issue tracking and applied product knowledge to resolve technical problems.
  • Excelled in a hybrid work environment, consistently delivering high-quality outcomes.

Education

Bachelor's Degree - Nursing Science

Vincent Pol University
Lublin
01.2026

Skills

  • EXCELLENT CUSTOMER SERVICE
  • COLLABORATION AND TEAMWORK
  • CONFLICT RESOLUTION
  • FAST LEARNER
  • CUSTOMER SATISFACTION
  • EFFECTIVE COMMUNICATION
  • TIME MANAGEMENT AND MULTITASKING
  • STRONG IT SKILLS
  • SOFT SKILLS
  • PERSUASIVE COMMUNICATION
  • STRONG ATTENTION TO DETAIL
  • TROUBLESHOOTING (SOFTWARE, HARDWARE AND TECHNICAL)
  • DATA ACQUISITION
  • DIFFICULT CONVERSATIONS
  • PROBLEM SOLVING
  • CRITICAL THINKING
  • ACTIVE LISTENING
  • ATTENTION TO DETAIL
  • HIGHLY ADAPTIVE
  • SIMPLIFIED KNOWLEDGE TRANSFER
  • QUICK DECISION MAKING

LANGUAGES

ENGLISH
POLISH

Hobbies and Interests

READING, RESEARCH, HIKING

COURSE

CUSTOMER COMMUNICATION ETIQUETTE CERTIFICATE ALISON

Timeline

Technical support specialist

Concentrix
02.2025 - Current

Customer Service Representative

Concentrix
11.2024 - Current

Customer Resolution Adviser

Shell Energy Retail Poland
01.2024 - 03.2024

Senior Customer Adviser

Shell Energy Retail Poland
10.2023 - 01.2024

Customer First Adviser

Shell Energy Retail Poland
02.2023 - 10.2023

Bachelor's Degree - Nursing Science

Vincent Pol University

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Grace Amarachi Ubi