Awanger Agena

Awanger Agena SUMMARY Experienced Customer Support Specialist and Sales Team Lead with over 6 years of expertise in delivering exceptional customer experiences, driving sales performance, and providing virtual assistance. Adept at managing customer inquiries, resolving issues efficiently, and ensuring client satisfaction. Proven leadership in guiding sales teams to meet and exceed targets through training, motivation, and strategic oversight. Skilled in administrative tasks such as email management, calendar coordination, CRM usage, and reporting. Known for strong communication, problem-solving, and organizational skills, with a proactive approach to supporting business operations and achieving results. WORK EXPERIENCE Divbrands- Global E-commerce Company Remote Customer support expert Jan 2025 - Present • Provide exceptional customer support as the first point of contact, managing inquiries and concerns via Gorgias to enhance customer satisfaction and retention. • Streamline order management processes by efficiently handling order modifications, address changes, cancellations, and tracking updates, ensuring timely resolution and improved customer experience. • Improve operational efficiency by utilizing CRM tools to track and resolve customer issues, providing timely updates that build trust and loyalty with customers. • Collaborate cross-functionally with internal teams to expedite issue resolution, ensuring alignment across departments and consistently meeting customer expectations. • Support company growth by fostering positive customer relationships, driving repeat business, and contributing to the overall brand reputation in the competitive e-commerce market. VeriFast-Fintech Company (specialization in real estate verification) Belleville, Ontario, Canada (Remote) Customer Support Specialist Jun 2024 - Jan 2025 • Set up new customer accounts by accurately recording account details, expediting onboarding processes and creating a smooth experience for new customers, which led to higher satisfaction and quicker activation. • Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution. • Generated sales leads through proactive engagement and exceptional service, driving new business opportunities and supporting the company’s revenue targets. • Built trust relationships for customer account loyalty and engaged customers • Attracted potential customers by answering product and service questions and suggesting information about other products and services Femunify Toronto, Ontario, Canada (Remote) Marketing and Customer Service VA Oct 2023 - Jan 2025 • Developed and documented standard operating procedures and templates to support scalable operations • Handled accounting tasks by extracting financial reports from Stripe and preparing detailed income statements, contributing to accurate financial tracking and decision-making. • Designed marketing materials using Canva to create visually appealing graphics • Created and assigned tasks in ClickUp, improving team organization and ensuring timely project completion. • Managed the CEO’s emails. • Maintained website operations by uploading images, creating updates on the backend, and ensuring content accuracy. • Organized and promoted company events on platforms like Eventbrite and Meetup, increasing event visibility and ensuring successful engagement with members and attendees. • Drafted and executed collaboration agreements using Xodo Sign, facilitating partnerships and ensuring clear, actionable terms for collaborator Coolinks Integrated Services Abuja, Nigeria Sales Team Lead Mar 2021 - May 2023 • Trained and developed new sales personnel, enhancing team performance and contributing to customer base growth and revenue increase. • Managed a pipeline of prospective customers, improving lead outreach and customer engagement. • Collaborated in developing marketing strategies using email marketing tools like Apollo.io, Mailchimp, and SendinBlue to boost public awareness. Aubit Hotel Ltd Abuja, Nigeria Accountant Feb 2018 - Feb 2019 • Maintained comprehensive records of financial transactions, ensuring accurate documentation of cash flow activities, and prepared monthly financial reports to support effective cash management. • Managed payroll operations, including monthly salary preparation, and compiled daily sales analysis and expenditure accounts to facilitate informed financial decision-making. EDUCATION Benue State University Bachelor of Science, Accounting Makurdi 2016 CERTIFICATIONS Technical Support Fundamentals, Coursera Customer Support: Problem Solving and Troubleshooting, LinkedIn Google Cloud Security for Beginners, LinkedIn Securing Software as a Service, LinkedIn Technical Sales: The Role of a Sales Engineer, LinkedIn Microsoft Cybersecurity Architect: Design Security for Infrastructure, LinkedIn Salesforce: Sales Automation for Salespeople, LinkedIn Virtual Selling for Sales Professionals, LinkedIn Digital Remote IT Support Skills Training, Digital Witch IT Support Community - SKILLS • • • • • • • Proficient in the use of Project Management Software Such as Trello, Asana, Microsoft Teams, Nifty, and Zoho Proficient in the use of CRM Tools Such as Zendesk, Freshdesk, Intercom, and Hubspot Knowledge of video Conferencing Tools Such as Zoom, Google Meet, Microsoft Teams, and Skype Strong Written and Verbal Communication Skills Ability to Build and Maintain Client Relationships Accuracy in Handling Data, Documents, and Confidential Information Proficient in the Use of Office Software tools Such as Microsoft Office Suite, Email Clients, and Document Management Systems