Augustina Ulumma Ukachukwu

AUGUSTINA ULUMMA UKACHUKWU 📍 Lagos, Nigeria (Postal Code: 102113)​ | linkedin 📧 ​ REMOTE CUSTOMER SUPPORT & SALES SPECIALIST PROFESSIONAL SUMMARY Dynamic and results-oriented customer & sales Specialist with over 9 years of experience in high-impact roles across Real Estate and B2B Production sectors. Proven track record in managing pipelines of 150+ monthly leads, resolving complex customer escalations, and leading a 5-person support team to exceed performance KPIs. Expert in 'Speed to Lead' strategies, appointment setting, and CRM optimization. Currently sharpening technical sales skills through the Sales Enablement Academy to drive conversion rates for global clients in a remote-first environment." PROFESSIONAL EXPERIENCE. Fenax Nigeria Ltd – Production Company Customer Support - ​B2B Lead Support & Escalation Specialist (Hybrid/Remote) | Feb 2023 – Dec 2025 ●​ B ​ 2B Account Management: Served as the primary point of contact for corporate clients and wholesalers, ensuring seamless order processing and long-term relationship retention. ●​ ​Team Leadership: Supervised and mentored a customer support team of 5 members, providing ongoing training on lead handling, CRM usage, and service excellence. ●​ ​Escalation Resolution: Acted as the final point of contact for complex B2B client issues, successfully resolving 95% of escalations within 24 hours to maintain high satisfaction levels. ●​ ​Process Optimization: Implemented new communication protocols between the production department and corporate clients, reducing lead response time by 30%. Customer Support & Sales Specialist (B2B Production) Fenax Nigeria Ltd – Production Company (On-site) |April 2020 – Feb 2023 ●​ E ​ nd-to-End Account Management: Managed the full lifecycle of bulk B2B orders, from generating proforma invoices to coordinating with the production floor to ensure timely manufacturing and delivery. ●​ ​B2B Relationship Building: Acted as the primary liaison for corporate distributors and wholesalers, providing real-time updates on production lead times and managing recurring contract renewals. ●​ ​Strategic Lead Qualification: Screened and qualified high-volume wholesale inquiries, identifying key business partnerships and transitioning them into the sales pipeline for increased revenue. ●​ Handled Order processing, oder tracking by collaborating with the logistic time increasing order fulfiment by 40% which lead to customer satisfaction and retention l ●​ ​Proactive Conflict Resolution: Managed complex logistics and order escalations by collaborating across departments, maintaining a 95% client retention rate through effective communication and problem-solving. Real Estate Customer support/ Lead Specialist | ​Lagos, Nigeria | (On-site) | Mar 2016 – Apr 2020 1 Livelihood Homes Ltd – Real Estate Company ●​ L ​ ead Qualification & Management: Successfully managed and qualified 150+ monthly leads, identifying high-intent prospects and transitioning them to the senior sales team. ●​ ​CRM Integrity: Maintained and updated the property and outreach database,by 35% ensuring all client interactions were accurately logged and automated follow-up tasks were executed. ●​ ​Appointment Setting: Consistently met and exceeded monthly targets for scheduling virtual and onsite property tours, directly contributing to 40% increased closing rates. ●​ ​Strategic Follow-up: Executed high-volume outbound calling and email drip campaigns to re-engage cold leads and promote new property developments. ●​ Increased deal conversion opportunities by 21% by building rapport and positioning the company as a trusted acqusition partner SKILS AND TOOLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Remote customer support (phone, Email, and Live Chat, CRM tools) CRM setup and ticket management - Hubsport, Freshdesk, Zendesk, Gorgias Sales; lead qualification, cold calling, Appointment setting, B2B/B2C Sales ,Telemarketing Lead generation/Appointment scheduling and calendar management- Apollo.io, lemlist Virtual Assistant / Administrative Support Email and calendar management Team Collaboration & tools - slack, google workspace/google suite, microsoft teams / office suite Support; Team Leadership, Escalation management, Remote collaboration Project Management tools monday.com , Click-up Workflow automation and task tracking; Zapier Tech; 40-50 mpbs high speed internet set-up Zoom, Google Workspace EDUCATION Senior school Certificate Examination Beta College — Lagos, Nigeria​ Sep 2005 – Jun 2011 TRAINING & CERTIFICATIONS ●​ ●​ ●​ ●​ ●​ In-Demand IT Support Skills Certificate – Digital Witch IT Support Community (Dec 2025) Customer Service Masterclass – Movalue School of Professional Development (Dec 2024) Sales Strategies & Techniques – Movalue School of Professional Development (Nov 2024) Marketing & Business Development Strategy – Movalue School of Professional Development (Oct 2024 Sales Enablement & CRM Strategy- BDR/SDR-Certificate - Sales Enablement Academy (In Progress) SOFT SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Excellent Communication Time Management Problem-Solving and conflict resolution Attention to Details Empathy and Patience Lead follow-up Appointment Setting Product knowledge Upselling Techniques Professional telephone demeanor & Etiquette Active Listening High- volume ticket management Customer Relationship Management [CRM] 2