Angela Ojiuzor

ANGELA NNENNA OJIUZOR Abuja, Nigeria PROFESSIONAL SUMMARY Customer Support Specialist with over 4 years of experience in customer service, technical support, and administrative management. Excellent at troubleshooting, resolving customer inquiries, and delivering exceptional support across various platforms. Strong communicator with a customer-centric mindset and proficiency in CRM tools. Experienced in working remotely and collaborating with cross-functional teams to enhance service delivery. CORE SKILLS & COMPETENCIES              Customer Support & Conflict Resolution Multitasking and prioritization Strong written and verbal communication Emotional intelligence and resilience Customer relationship management (CRM) Data Entry, Research & Documentation Multi-Channel Support (Phone, Email, Live Chat) Technical Troubleshooting & Issue Resolution SLA & KPI Management CRM & Customer Support Tools (Zendesk, HubSpot, Freshdesk) Google Workspace & Microsoft Office Suite ClickUp, Monday.com, Trello, Buffer, Asana, Jira Slack, Microsoft Teams, Zoom PROFESSIONAL EXPERIENCE Virtual Assistant & Customer Support Specialist Go Brittany and Co. Consulting – USA (Remote) | 05/2023 – 04/2025     Provided multi-channel support, addressing over 100 customer inquiries, and guiding users through troubleshooting steps. Collaborated with a 3-member team in documenting product information, compiling FAQs, and updating customer self-service portals. Leveraged CRM tools to monitor and evaluate interactions, boosting customer engagement by 15% and service effectiveness. Resolved several customer tickets via Zendesk, achieving a 90% satisfaction rating and maintaining a first response time under 2 hours that boosted customer loyalty. Virtual Administrative Assistant Jielle Business Services – Abuja, Nigeria | 08/2020 – 07/2024     Supported and assisted in about 5 recruitment and interviewing processes, ensuring seamless onboarding experience for new clients, walking them through the platform and processes for smooth integration. Responded to 50+ customer complaints, providing real-time solutions using CRM ticketing platforms like HubSpot. Scheduled appointments and coordinated virtual meetings for clients across 3 different time zones, compiling reports and ensuring seamless meetings recordings with the use of AI (Otter). I utilized ChatGPT to create SOP templates, summarize data, and automate tasks improving workflow efficiency by 30%. Customer Service Representative Cleveland Medical Laboratory – Abuja, Nigeria | 05/2020 – 03/2021     Expedited the scheduling of 10+ patient consultations daily, decreasing the average wait time by 15% and improving the overall patient experience by reducing anxiety. Managed multiple initiatives while delivering support to the existing team of 5 members to increase customer base and also improve customer experience. Maintained and updated customer records and data with 100% accuracy, ensuring seamless follow-ups and patient care. Handled customer inquiries, complaints, and escalated to my supervisor via phone, email, and chat, resulting in a 20% increase in retention. EDUCATION Bachelor of Arts in English Language & Literature Nnamdi Azikiwe University, Awka – Nigeria | July 2015