Bethel Nwagwu

NWAGWU BETHEL NDIDIAMAKA Lagos State, Nigeria | +234 --| LinkedIn http://www.linkedin.com/in/bethel-ndidi SUMMARY: ● Goal-oriented, highly organized individual with an endearing passion to achieve desired results. ● Highly skilled in administration, customer operational & chat support, and effective communication. ● Hands-on experience in customer service, appointment schedule and administrative support. ● Professionally trained and certified customer support specialist. SKILLS: ● Excellent Communication (Verbal & Written) ● Microsoft Office Suite ● Chat Support ● Organizational & Interpersonal ● CRM Tools Management ● Google Workspace Tools ● Time Management ● Analytical Support ● Critical thinking & Problem-Solving ● Attention to detail & Accuracy ● Teamwork & Collaboration WORK EXPERIENCE: CUSTOMER SUPPORT SPECIALIST | Remote. Jan. 2023 – Present Responsibilities: Customer Service • Handle service-related inquiries from patients and prospective clients with professionalism. • Deliver clear and accurate information about treatments, procedures, and available services. • Strive to ensure a positive patient experience by providing outstanding customer support. Call Management: • Respond to incoming calls promptly and with professionalism. • Address inquiries by providing accurate information about the dermatology services offered. • Route calls to the appropriate team members when needed. • Draft and proofread emails, memos, reports, and other documents. • Act as the primary point of contact between the executive and internal/external stakeholders. Administrative Support: • Provide high-level administrative support to customers, organizations, and executives. • Keep patient records and documentation accurate and current. • Provide assistance with various administrative tasks to help ensure the smooth day-to-day operation of the practice. • Organize and manage digital files and correspondence efficiently. • Manage and maintain patient’s schedules, appointments. • Assist in planning and coordinating company events, conferences, and meetings. Appointment Scheduling: • Use the practice’s scheduling software to book, reschedule, or cancel patient appointments. • Confirm upcoming appointments and follow up with patients to ensure they are ready for their visits. Collaborate with dermatologists and staff to maintain a well-organized and efficient appointment schedule. Communication: • Handle and prioritize incoming information requests, correspondence, and inquiries. • Maintain and organize electronic filing systems. • Respond promptly and professionally to emails and online inquiries. • Use digital communication tools to engage effectively with both patients and staff. • CUSTOMER SUPPORT/CHAT SUPPORT | Remote. Mar. 2021 – Dec. 2023 Responsibilities: Communication & Correspondence: • Handle and prioritize incoming information requests, correspondence, and inquiries. • Prioritized and responded to customer emails, messages, and inquiries promptly and professionally. • Managed electronic filing systems to keep correspondence organized and accessible. • Utilized digital communication tools to engage and support both customers and team members. Chat Support: • Delivered real-time support to customers via live chat, addressing inquiries, concerns, and service requests efficiently. • Maintained a friendly and professional tone while multitasking across multiple chat windows. • Troubleshot issues and guided customers through solutions using clear, easy-to-understand instructions. • Escalated complex issues to appropriate departments while ensuring customers were informed and reassured. • Logged chat interactions accurately for record-keeping and follow-up purposes. Customer Service: • Utilized digital communication tools to engage and support both customers and team members. • Handled a variety of customer service inquiries with professionalism, clarity, and empathy. • Delivered accurate information regarding services, procedures, and offerings. • Consistently ensured a positive customer experience through responsive and personalized • Used scheduling software to efficiently book, adjust, and cancel customer appointments. • Sent appointment reminders and follow-ups to ensure customer readiness and attendance. • Worked closely with service providers to maintain a smooth and well-coordinated appointment calendar. Call Management: • Managed incoming calls with professionalism, addressing customer questions and concerns effectively. • Provided clear information about available services and redirected calls to relevant departments as needed. • Drafted, edited, and reviewed professional documents including memos, emails, and reports. • Served as a key liaison between executives and both internal and external stakeholders. Administrative Support: • Managed incoming calls with professionalism, addressing customer questions and concerns effectively. • Provided clear information about available services and redirected calls to relevant departments as needed. • Drafted, edited, and reviewed professional documents including memos, emails, and reports. • Provided comprehensive administrative assistance to executives, teams, and clients, ensuring seamless daily operations. • Maintained accurate and up-to-date customer records and documentation. • Efficiently organized digital files, correspondence, and internal resources for easy access and compliance. Assisted in coordinating internal meetings, events, and company-wide conferences. • CUSTOMER SUPPORT OFFICER| Remote May. 2019 – Feb 2021 Responsibilities: • Professionally and courteously receive and make calls in line with the practice policy and solve/redirect queries appropriately. • Provide customer (patient) related services to serve the patients better and ensure the satisfaction of patients receiving medical attention thereby preserving the image of the organization. • Document and organize the patient's file, record the patient’s vital signs, track the patient’s medical records, and generate blood tests, scans, and medications using SHIMS medical software. • Book and coordinate patient appointments with Doctors, Nurses, and other clinical staff, follow up, and remind them of the appointments via calls, text messages, and emails. • Manage patient and hospital data using Excel in Microsoft Office Suite. • Give existing and prospective patients the hospital’s contact details for easy access and communication, especially in emergencies. INTERESTS AND CERTIFICATES: Interests: Public speaking, Reading, Writing, Sports, Travel, and Volunteering for community groups. CERTIFICATES: ALX Certified VA |Customer Support Virtual Assistant - Nov. 2022 LinkedIn HubSpot Trained Chat Support Specialist References are available upon request