Agina Chinazaekpere Patience

AGINA CHINAZAEKPERE PATIENCE Customer Support Specialist & Virtual Assistant Customer Experience (CX) • CRM & Operations Support • Email, Chat & Phone Support • Executive & Admin Assistance 🔗 linkedin.com/in/aginapatience PROFESSIONAL SUMMARY Customer Support Specialist and Virtual Assistant with hands-on experience delivering high-quality customer experiences across email, chat, phone, and in-person channels. Skilled in CRM management, ticketing systems, workflow coordination, and executive support, with practical training in remote-friendly tools and digital operations. Known for empathy, clear communication, and problem-solving, supporting diverse industries while ensuring organised systems, timely follow-ups, and customer satisfaction. CORE COMPETENCIES ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Support & Customer Experience (CX) CRM Management & Customer Follow-Ups (HubSpot, Zoho) Omni-Channel Communication (Email, Chat, Phone) Ticketing Systems & Issue Resolution (Zendesk, Freshdesk, Intercom) Virtual Assistance & Executive Support Operations & Workflow Management (Trello, Asana, Airtable) Calendar & Task Coordination Documentation, Reporting & Knowledge Sharing Billing & Account Support Cross-Cultural & Remote Team Collaboration Continuous Improvement & Problem Solving TOOLS & TECHNOLOGY HubSpot CRM • Zoho CRM • Airtable • Zendesk • Zapier • Freshdesk • Intercom • Gmail • Outlook • Google Workspace (Docs, Sheets, Drive) • Calendly • Microsoft Office • Trello • Asana • ClickUp • Notion • Slack • Zoom • Loom • Ticketing & Chat Platforms PROFESSIONAL EXPERIENCE Customer Support & Client Relations Lead (Business Manager) C.U. Agina Enterprise | Feb 2016 – Aug 2019 ●​ Delivered end-to-end customer support across phone, email, and in-person channels, ensuring timely and professional responses. ●​ Built and maintained strong customer relationships, fostering trust and long-term engagement. ●​ Managed high-volume customer inquiries, resolving concerns efficiently and escalating issues when necessary. ●​ Maintained accurate customer records and interaction histories using CRM tools to support service continuity. ●​ Identified recurring customer issues and recommended workflow improvements to enhance service delivery. ●​ Assisted customers with billing-related inquiries and clarified service information. Volunteer – Patient Support University of Calabar Teaching Hospital | Mar 2019 – Aug 2022 ●​ Provided emotional and informational support to patients and families in sensitive, high-pressure situations. ●​ Practised active listening, empathy, and calm communication to de-escalate concerns and build trust. ●​ Strengthened interpersonal and customer-facing skills through daily one-on-one interactions. CERTIFICATION / TRAINING Customer Support & Digital Operations Training – Digital Witch | 2025 ●​ Practical, hands-on training in CRM usage, ticket handling, and follow-ups. ●​ Managed digital workflows, task coordination, and documentation tools commonly used in remote support roles. ●​ Learned email, chat, and phone support best practices, including customer issue resolution and escalation. ●​ Gained experience with tools like HubSpot, Zoho, Airtable, Zendesk, Freshdesk, Intercom, Gmail, Outlook, Calendly, Slack, Loom and Zoom, preparing for remote and hybrid work environments. EDUCATION Bachelor of Animal Science University of Calabar, Nigeria | 2019 – 2025 KEY STRENGTHS ●​ ●​ ●​ ●​ ●​ ●​ ●​ Clear, professional, and confident communication High empathy and emotional intelligence Strong learning agility and adaptability Calm, structured approach under pressure Detail-oriented with strong organisational skills Reliable remote worker with ownership mindset Growing interest in AI-driven and digital service solutions