Amarachi Osuagwu

Amarachi Janet Osuagwu ADMINISTRATIVE ASSISTANT Ajah, Lagos, Nigeria-- https://www.linkedin.com/in/amarachi-osuagwu- PROFESSIONAL SUMMARY Results-driven Customer Service Representative with a strong background in client support, account management, and customer engagement. Adept at using CRM tools to manage customer relationships and improve satisfaction. Proven ability to increase customer retention, streamline support processes, and enhance user experience. Passionate about delivering top-tier service and driving brand loyalty. CORE SKILLS AND COMPETENCIES • Customer Success & Account Management • Client Onboarding & Retention Strategies • CRM & Customer Support Tools Proficiency (Freshdesk and Intercom) • Issue Resolution & Troubleshooting • Data Entry & Report Management • Social Media Engagement • Community Management • Communication & Relationship Building • Remote Team Collaboration • Proficiency in Microsoft & Google Workspace Tools like Microsoft Outlook, Dropbox, Google Drive, Gmail, etc. • Intermediate Proficiency in Salesforce and Apollo PROFESSIONAL EXPERIENCE Resource Intermediaries Limited | Jan 2024 – Dec 2024 Customer Support & Administrative Specialist ●​ Resolved over 85% of customer inquiries within the first interaction, ensuring a smooth customer experience. ●​ Assisted in onboarding over 300 employees, ensuring a seamless transition and compliance with company processes. ●​ Collated and updated pension information for over 300 staff and responded to employee enquiries about their pension, HMO, and other employee benefits. ●​ Assisted with the recruitment of new staff, including vetting CVs and scheduling interviews, and maintained candidate documentation ●​ Used CRM tools (Freshdesk) to manage customer queries, reducing ticket backlog by 30%. ●​ Maintained and updated 300+ customer data records, improving service accuracy and response time. Silkstritz Services | Aug 2023 – Dec 2023 Virtual Administrative & Client Relations Manager ●​ Managed over 50+ client interactions weekly, ensuring timely responses and resolutions. ●​ Communicated with clients via email and phone as well as through communication channels on Slack. ●​ Managed administrative tasks, including filing and organizing documents using the spreadsheet software, Google Sheets. ●​ Coordinated and scheduled appointments for team members via the Google calendar app., ●​ Assisted with the creation of sales reports and handled presentations using presentation software like Microsoft PowerPoint. ●​ Scheduled and coordinated 80+ client appointments, increasing service efficiency by 40%. ●​ Assisted in customer engagement efforts, improving customer satisfaction scores by 25%. Brandon's Global Resources Ltd | Oct 2022 – June 2023 Social Media & Customer Engagement Manager ●​ Handled 100+ customer queries monthly via social media, email, and live chat, improving response time by 35%. ●​ Increased social media engagement by 60%, leading to higher customer interaction and retention. ●​ Created SEO-optimized content, driving a 30% increase in organic traffic and customer inquiries. EDUCATION Bachelor’s Degree in Biotechnology Federal University of Technology Owerri, Imo State, Nigeria| 2024 CERTIFICATIONS & TRAINING Coursera: Technical Support Fundamentals (2025) Alison: Diploma in Customer Support (2025) ALX Virtual Assistant Training (2022) TOOLS & TECHNOLOGIES 1.​ CRM & Support Tools: Zendesk, Zoho, Intercom 2.​ Collaboration & Productivity: Slack, Google Workspace, Microsoft Teams 3.​ Customer Communication: Live Chat, Email Support, Social Media Engagement