Amaka Ezenwenyi

EXPERIENCE AMAKA EZENWENYI VIRTUAL ASSISTANT / THE VA GROUP, REMOTE, NEVADA July 2023 - March 2024 • - • • • - • • PROFESSIONAL SUMMARY • I am a detail oriented and experienced customer support professional, Skilled in providing exceptional customer service through written communication channels, with a strong focus on problem solving and client satisfaction. I have multitasking and organizational abilities, attention to detail, and a result-oriented mindset. I am Tech-savvy and proficient in several CRM software’s. I thrive in dynamic environments and I am the Best addition to your Organization. As a virtual assistant, I provided non-Voice customer services for my employer via email, chat, and messaging platforms. Responded promptly to customer inquiries, resolving issues and addressing concerns in a timely and professional manner. Maintained a high level of customer satisfaction through clear and effective written communication. Managed non-voice customer support tickets and queries, prioritizing tasks based on urgency and importance. Developed and implemented standard responses and templates for common customer inquiries, increasing efficiency and consistency. Worked Closely with product development teams to relay customer feedback and suggest improvements to enhance user experience. Achieve High customer satisfaction ratings through personalized and empathetic written communication. CALL CENTER QUALITY COACH / CALL EXPERTS, REMOTE, FL May 2022 - July 2023 • • • • • • • • • • Trained junior agents, improving customer satisfaction. Utilized problem-solving and communication skills to address customer concerns. Professionally handled complaints, ensuring timely resolutions. Facilitated communication between agents and management. Fostered a motivating environment for call center agents. Developed schedules to enhance productivity. Maintained high standards in data entry and record keeping. Established office policies for team coordination. Conducted new hire training and mentored staff. Identified and addressed skills gaps through training. CUSTOMER SERVICE REPRESENTATIVE/INSURANCE SUPERMARKET INC, REMOTE, FL February 2020 - April 2022 SKILLS • • • • • • • • • • • • • Excellent written communication Skills Active listening and Empathy Problem solving and Decision making Time management and prioritization Ability to multitask Data entry Adaptability and Flexibility Public Relations Email Management CRM Software Interpersonal Skills Attention to Detail • • • • • • • • HUMAN RESOURCE INTERN/NIGERIAN TELEVISION AUTHORITY, NIGERIA October 2018 - October 2019 EDUCATION B.SC, MASS COMMUNICATION July 2019 Tansian University - Anambra, Nigeria CERTIFICATE COURSE, PROJECT MANAGEMENT PROFESSIONAL (PMP), HUMAN RELATIONS MANAGEMENT (HRM), April 2022 Linkon Net Technologies - Abuja, FCT CERTIFICATE COURSE, CUSTOMER RELATIONS MANAGEMENT (CRM), INFORMATION SECURITY MANAGEMENT (ISM), April 2022 Linkon Net Technologies - Abuja, FCT Made cold calls and promptly addressed customer inquiries via email and chat. Handled Leads Complaints, providing Appropriate solutions to guarantee positive outcome. Provided Support for leads with varying questions using product knowledge and service expertise. Delivered Fast and Friendly Services to handle questions and service complaint. Employed active listening to successfully resolve Customer Inquiries. Utilize Various Software programs such as CRM Systems and Communication Platforms Effectively. Processed Orders, prepared correspondences and completed required documentation. Completed Administrative tasks such as filing paperwork or organizing digital documents related to customer interactions. • • • • Recruitment and Onboarding Employee Data Management Assisted in Coordinating induction training and onboarding procedures for seamless hiring operations. Reviewed benefits packages and provider details to help explain processes to employees. NEWS WRITER (INTERN)/RADIO NIGERIA, NIGERIA July 2017 - September 2018 • • • • • • • News Gathering and research skills. Excellent writing and editing abilities. Familiarity with news production software. Produced stories for traditional and digital platforms, maximizing visibility. Pursued and independently developed stories covering broad range of topics. Maintained solid grasp of news and trends and current affairs. Used reader data to inform and inspire story choices. 2