Amara Juliet Ogbu

AMARA JULIET OGBU Tel: (- | Email:-| Lagos, Nigeria | LinkedIn: http://www.linkedin.com/in/amarajulietogbu PROFESSIONAL SUMMARY Results-driven and detail-oriented aspiring Technical Support Specialist & Process Optimization Analyst with a background in Chemical Engineering Technology and hands-on experience in customer service, operations management, and workflow optimization. Skilled in troubleshooting, issue resolution, and process improvement, with a strong commitment to delivering seamless customer experiences. Proficient in Freshdesk, Intercom, Slack, Trello, HubSpot, and Google Workspace. Currently transitioning into the technical support field, leveraging analytical thinking, problem-solving, and process efficiency to enhance business operations and customer satisfaction. CORE SKILLS & TOOLS       Technical Support & Troubleshooting: Freshdesk, Intercom, Slack, HubSpot, TeamViewer Process Optimization & Project Management: Trello, ClickUp, Asana, Monday.com Customer Service & CRM: Google Workspace, Microsoft Excel, Bumpa, Zapier Problem-Solving & Research: Critical Thinking, Workflow Analysis, Root Cause Identification Operations & Data Management: Google Sheets, Logistics Coordination, Performance Tracking Soft Skills: Adaptability, Communication, Attention to Detail, Team Collaboration PROFESSIONAL EXPERIENCE Sales and Operations Coordinator CrystalHelphz Dynamics, Lagos | July 2024 – Present   Provided remote customer support via WhatsApp and Slack, troubleshooting inquiries and ensuring timely resolution. Managed social media engagement using Meta Business Suite, increasing brand awareness and tracking performance metrics.    Utilized Bumpa for customer relationship management, order tracking, and sales reporting. Coordinated product packaging, shipments, and logistics, ensuring on-time delivery and 95% customer satisfaction. Optimized workflow efficiency by 25% through improved task management strategies. Customer Service Representative Constantwheel Nig. Ltd, Lagos | Jan 2022 – June 2024     Resolved customer issues using Freshdesk, maintaining a 90% resolution rate within SLA timelines. Handled troubleshooting inquiries, assisting customers with payment processing and technical support requests. Conducted follow-up communications via HubSpot, enhancing customer retention and satisfaction. Managed customer data using Microsoft Excel, improving record accuracy and response time. Intern, Quality Control Technician E.A Agro Oil Industries Ltd, Anambra | Dec 2018 – Nov 2019    Conducted quality checks on raw materials and finished products, ensuring compliance with industry standards. Assisted in maintaining laboratory equipment and safety protocols. Performed data analysis using Microsoft Excel to monitor product consistency and quality metrics. EDUCATION HND in Chemical Engineering Technology Federal Polytechnic, Nekede | 2019 – 2021 OND in Chemical Engineering Technology Federal Polytechnic, Auchi | 2016 – 2018 CERTIFICATIONS & TRAINING  Google IT Support Professional Certificate (In Progress)     IT Skills-On Demand – Digital Witch Support Community | 2024 Virtual Assistant Skills in the Digital Age – ALX | 2024 Customer Service Fundamentals – Coursera | 2022 Lean Six Sigma (Process Optimization) – In Progress ADDITIONAL EXPERIENCE Virtual Assistant (Freelance & Voluntary Work) Nurchur Services, Lagos | 2024    Provided remote administrative and customer support, using Google Workspace, Slack, and Trello. Assisted clients with task coordination, improving workflow efficiency by 30%. Managed CRM software, keeping customer data organized and up-to-date. REFERENCES Available upon request.