Ugochukwu (Frank) Chigbata
- 4 + Years of Experience
Expertise
Experience
Technical Support Engineer
At Thrive Themes:
- Delivered How-to guidance, issue resolution, and PageSpeed optimization support to customers through Intercom, ensuring a smooth user experience.
- Reproduced and thoroughly troubleshot technical issues, offering immediate workarounds when available to maintain customer satisfaction.
- Tested and verified defects, communicating findings to the development team through Jira, ensuring that issues such as caching, firewall settings, API conflicts, and plugin/theme compatibility were addressed.
- Assisted with resolving performance-related issues, including client/server-side configurations and speed optimization, to ensure enhanced site performance for customers.
At The Events Calendar:
- Delivered empathetic technical assistance via Zendesk, WP.org forum, and live chat; resolving customer concerns with patience and clear guidance.
- Scored a 92.6% CSAT in Q3 and Q4 of ’23/24, demonstrating consistent commitment to customer happiness.
- Provided CSS tweaks, recommendations, workarounds, and custom code snippets, ensuring smooth resolutions for customer-reported issues.
- Raised confirmed bugs through JIRA, collaborated with developers, and followed up with customers to ensure issues were fully resolved and communicated.
- Participated in creating and updating knowledge base articles, contributing to the product marketing team and ensuring resources were accurate and helpful for customers.
- Collaborated with the Customer Success team to extract valuable feedback and insights from customer interactions, driving product improvements and enhancing overall user experience.
- Actively contributed to creating a seamless support flow that empowered customers to fully utilize product features and achieve their goals.
Customer Support Engineer
- Provided responses to free, premium, and agency customers through Crisp, delivering personalized solutions across products like Popups, Forms, and Autoresponders.
- Assisted customers with platform integration issues on WordPress, Shopify, WIX, HubSpot, and Zapier, ensuring seamless functionality and positive user experiences.
- Walked customers through step-by-step solutions, raised and tracked bugs with the Dev/QA teams, and followed up to guarantee complete issue resolution and customer satisfaction.
- Monitored and responded to customer feedback on platforms like Support Hero and social media, reaching out to <5-star ratings to offer additional support and improve their experience.
- Shared valuable customer feedback and feature requests with team members and the Product Management team, ensuring continuous product and service improvements.
- Updated internal documentation, video tutorials, and guides to ensure that customers had access to accurate, helpful resources. Linked failed search queries to related articles to enhance customer success.
Tier 2 Support Agent
- Resolved a wide range of customer concerns via Movidesk, including account access, cancellations, product inquiries, and refund issues, while providing seamless support for products such as Funnelvio, Membervio, Clickvio, and others.
- Engaged directly with customers via calls when emails or videos weren’t sufficient, ensuring their issues were fully understood and resolved.
- Diagnosed and escalated technical issues to the QA team through Asana, and followed up to ensure timely resolution and customer satisfaction.
- Created video explanations to clarify complex issues and collaborated on improving the knowledge base and tutorial videos for customer empowerment.
- Handled account upgrades/downgrades, processed refund requests, and resolved billing issues to streamline the customer experience.
As an Email Deliverability Specialist
- Guided Mailvio customers in improving email deliverability through strategies like SPF/DKIM/DMARC setup, list cleaning, spam testing, automation flows, and Postmaster Tools analysis to maximize open rates and minimize bounces.
- Assisted the Head of Mailvio with routine IP management, spam tracking, GlockApps testing, and abuse monitoring, ensuring smooth email operations.
- Monitored customer accounts for delinquent payments, sent reminders, and proactively managed defaulters to ensure compliance and maintain customer trust.
Freelance QA Tester
- Reviewed software requirements, prepared detailed test scenarios, and conducted thorough evaluations of new and existing programs to identify bugs, glitches, and user experience issues, helping to improve overall product performance and satisfaction.
- Tested and identified critical issues in software applications, providing actionable feedback to developers to resolve user interface (UI) and functionality problems before they reached end-users.
- Contingent Worker at Snap Inc.: Played a key role in testing Snapchat by identifying, documenting, and recommending fixes for bugs related to language, implementation, UI, and compliance, ensuring a seamless user experience for millions of users.
WordPress & WooCommerce Developer
- Developed and managed the online store using WordPress and WooCommerce, implemented industry best practices to create a seamless shopping experience and improve overall site performance.
- Redesigned the website to its Beta version via the staging development environment, focusing on a user-friendly interface that drives engagement and satisfaction.
- Optimized for speed, significantly reducing bounce rate to 48%, and enhancing the user experience by ensuring faster load times and smoother navigation.
- Streamlined the checkout process to reduce friction, improving the overall user experience and increasing conversion rates for the store.
- Regularly attended to malware, downtime, bugs, and plugin/theme/product page issues, ensuring uninterrupted service and quick recovery to maintain customer trust and satisfaction.
Customer Service Representative
- Provided timely and accurate responses to customer inquiries regarding orders, size charts, and updates, ensuring clarity and satisfaction throughout the shopping experience.
- Handled customer complaints related to delayed or missing orders, tracking issues, and late deliveries with empathy and patience, using HubSpot CRM to ensure effective follow-up and resolution.
Certifications
WHM Administration (CWA)
cPanel Professional (CPP)
Become a Customer Support Specialist
Google IT Support
English Test | 65/100 (C1 Advanced)
Build your Skills in Customer Service
Become a Junior WordPress Developer
recommendations
I had the pleasure of working with Frank for two years, and I can confidently say that he is a fantastic colleague. Frank is not only great to work with, but also receptive to feedback, constantly striving to improve and better himself.
He is a true team player, consistently aware of his weaknesses and leveraging his strengths. Frank's ability to collaborate effectively with others makes him a valuable asset to any team. He demonstrates a strong work ethic and is always dedicated to his responsibilities.
Frank is always seeking growth and is eager to help his colleagues whenever possible. His positive attitude, dedication, and continuous desire to develop professionally make him an exceptional. I highly recommend him for any role he chooses to pursue.
Abz A.
When Ugo was applying for the position of support I was one of the people that had the decision making role and I'm glad I went with him because he is a fast learner and a great team player and what I liked most about him is his resilience, he will find a solution for something no matter how hard it is.
Dame Bizimoski
I had the pleasure of supervising Ugochukwu Remigius Chigbata in a previous role. I highly recommend him based on his character, commendable work ethic, and ability to perform well under pressure.
Throughout our time working together, He consistently displayed a strong sense of integrity, professionalism, and dedication to his work. He approached every task with enthusiasm and a willingness to go above and beyond to ensure high-quality results. Despite challenging deadlines and high-pressure situations, he remained calm and focused, consistently delivering accurate and reliable output.
Dawn Marie Duallo
Frank is the kind of saint that will focus more on your goals than immediate compensation. He is goal-oriented, flexible and competent.
He loves process and results; he follows steps judiciously to address every aspect of the problem, and I think he would be your best bet if you’re looking for a longterm professional.
I can’t thank Frank enough for his dedication, precision and patience!
Rachael Asikpo
I have worked with Frank for a good while and I can see that he is a hard worker and always there to help. He is also generous with sharing his knowledge and not afraid to speak up if needed. I've always relied on him if I need a fresh set of eyes when I'm stuck and he gives good advice towards the challenges I encounter.
Marvin Antalan
I’m pleased to recommend Frank. He’s enthusiastic about his role and always willing to improve and work hard. Frank is determined to face challenges and eager to volunteer for tasks. It’s been a pleasure working with him, and I value his contributions to the team.
June Christian Nacpil
I had the chance to manage and be one of Frank's trainers during his support role training, and he was fantastic to work with. Frank was always focused and dedicated, quickly picking up complex concepts and applying them with ease. His positive attitude and attention to detail really stood out, making a big difference to our team’s success. Frank's commitment to getting things right and his proactive problem-solving were impressive. I have no doubt he'll continue to do great things in his career.
Adrian Navaja
Frank I would say is a highly capable and dedicated professional, both as a co-worker and as his lead in the Software Support team at Kyvio. I can confidently say that he is an exceptional individual whose contributions have consistently exceeded our expectations. In addition to his technical expertise, Frank is a team player who collaborates effectively with colleagues across departments.
Kaeser Valencerina
Ugochukwu is a smart and talented individual. He is a pleasure to work with. I love that he initiates his own education about any project he is tasked with. He always puts forth excellent work that exceeds expectations.
Crystal Ndudiri
Articles
My First WordCamp Experience: WordCamp Port Harcourt 2024
Attending my first WordCamp in Port Harcourt 2024 was an unforgettable experience filled with community, learning, and inspiring connections. From a lively bus ride with the WordPress Uyo team to meeting Automatticians and participating in a heartwarming interactive session, this event marked a special moment in my WordPress journey.
Understanding HTTP Status Codes
Curious about those numbers you see when a webpage won’t load? This article breaks down common HTTP status codes like 200, 404, and 500 in a fun, simple way using real-life analogies. No tech jargon. Just clear explanations.
7 Steps on How to Recover and Secure Your Hacked WordPress Site (with Pro Tips)
Has your WordPress site been hacked? Don’t panic! This guide will walk you through the steps to recover and secure your site, even if you’re not a coding expert. Learn how to remove malware, restore your site, and protect it from future attacks.