Amara Juliet Ogbu

Amara Juliet Ogbu Technical Support Specialist | Process Optimization Analyst | Customer Support Specialist. PORTFOLIO. About Me I am a dedicated Technical Support Specialist, Process Optimization Analyst, and Customer Support Specialist with a background in Chemical Engineering Technology. I thrive on troubleshooting technical issues, improving workflows, and optimizing customer experiences. With a passion for problem-solving and efficiency, I am focused on delivering impactful solutions that enhance business operations. Key Achievements Improved workflow efficiency by 25% through structured task management strategies. Achieved a 90% resolution rate within SLA timelines via Freshdesk & Intercom. Reduced backlog by 40% by introducing automated follow-ups in Trello. Enhanced customer satisfaction by optimizing CRM workflows and response protocols. Case Study – Improving Ticket Resolution Time Objective → Solution → Result format. Objective Customers were experiencing long wait times due to inefficient ticketing processes. Solution Implemented Freshdesk automation, prioritized urgent tickets, and streamlined escalation protocols. Result Reduced average resolution time by 30%, improving customer satisfaction scores. Process Optimization in Customer Support Objective Improve organization of incoming customer support requests. Solution Introduced Trello for task management and automated follow-up reminders. Result Reduced backlog by 40% and improved response consistency. Basic Troubleshooting – Resolving Login Issues Objective: Assist users experiencing login issues on a customer portal. Solution: Guided users through password resets, clearing cache & cookies, and verifying login credentials. Result: Successfully resolved 80% of login issues on first contact, reducing escalations. Skills & Tools I utilize industry-leading tools to troubleshoot issues, enhance workflows, and deliver seamless customer support. Technical Support & Troubleshooting: Freshdesk, Intercom, Slack, TeamViewer, AnyDesk, Microsoft 365. Process Optimization & Project Management: Trello, ClickUp, Asana, Monday.com. Customer Service & CRM: HubSpot, Google Workspace, Zoho CRM, Bumpa. Testimonials ⭐ "Amara is highly analytical and has a great problem-solving mindset. She streamlined our ticketing system, making processes much more efficient!" – Erike Chinedu, [Managing Director] ⭐ "Her ability to troubleshoot and resolve technical issues quickly made a huge impact on customer satisfaction!" – Doris, [Team Member] Let's Work Together - LinkedIn Profile -Lagos, Nigeria Want to connect? Fill out my form Let’s Connect & Build Solutions I am passionate about solving technical challenges, optimizing processes, and delivering seamless customer support. As I grow in my career, I look forward to applying my skills to improve workflows, enhance support systems, and create real impact. If you’re looking for a dedicated and solution-driven professional, eager to contribute, learn, and make an impact, feel free to connect with me.