Amarachi Orji

ORJI AMARACHI EDITH Phone- Customer Suppor t Representative Email-Address Port Harcourt, Rivers , Nigeria, www.linkedin.com/in/amarachi -orji-a613a0136/ SKILLS • Proficient in CRM software Zoho, Zendesk, Intercom, Hubspot and google suite for client management and support. • Use of management tools, Zoom, loom, Slack, Asana, Clickup, Monday.com, Jira, Trello • Use of Scheduling software Calendly, Acuity, • • • • Data Management • Project Management Effective Communication • Canva Design Administrative Support • Database Administration • Customer Support • Telesales • Technical Support Backend Customer Support EXPERIENCE CUSTOMER SUPPORT/ADMINISTRATIVE OFFICER — UpdcFM Nigeria APM TERMINAL WACT Rivers State, Nigeria, February 2024 – February Present 2026 • Strengthened customer relationships through effective communication and prompt issue resolution, achieving a 90% satisfaction rate among WACT facility users. • Streamlined administrative processes, resulting in a reduction in operational delays and ensuring smooth facility management operations. • Implemented a centralized system for tracking complaints and service requests, ensuring 100% compliance with SLA timelines. • Onboarded and trained new support staff, equipping them with essential skills to perform efficiently and adapt to the work environment. • Acted as the liaison between WACT management and UPDCFM management, facilitating seamless communication and reducing escalated issues by 20%. • Drafted and maintained comprehensive reports on facility operations and client interactions, achieving 95% accuracy in documentation and enhancing management decision-making. CUSTOMER SUPPORT/ADMINISTRATIVE INTERN — Saladville Nigeria Lagos, Nigeria, March 2023 – January 2024 • Assisted in implementing CRM system and support communication strategies, contributing to a 40% increase in customer sales and 10% increase in data accuracy and support effectiveness. • Improved Customer Satisfaction Score (CSAT): Elevated the CSAT score from 81% to 94% through empathetic communication and personalized support • Coordinated with the administrative team to reduce errors by 12% through the introduction of standardized operating procedures. • Consistently met and exceeded monthly KPIs, including ticket volume, resolution time, and customer satisfaction targets, maintaining a 95% performance score. • Managed a daily caseload of 100+ customer inquiries, maintaining high-quality responses and timely resolutions through CRM software. • Successfully reduced the number of customer escalations by 20%, demonstrating the ability to address complex issues at the initial support level. EDUCATION BACHELOR OF ARTS (B.A.) IN HISTORY AND INTERNATIONAL STUDIES — University of Calabar Cross River, Nigeria, Sep 2021 CERTIFICATIONS • Trello Fundamentals, Atlassian University Online (2023). • • Technical Support Fundamentals, Coursera (2023). • Virtual Assistance Certificate, Digital Witch (2024). • Data Analytics Using Excel, Great Learning (2023). • Jira Fundamentals, Atlassian University Online (2023). • CRM Tools Communication, Digital Witch (2024). • • Customer Service Certification, Digital Witch (2024). Technical Support Certificate, Digital Witch (2024). Project Management, Great Learning (2023).