Chiamaka Omosoria

Chiamaka Omosoria Customer Experience Specialist #1 Customer Experience Rating — 2025 Award Winner | 65%+ Lead-to-Customer Conversion Rate | 90%+ Customer Satisfaction Rate PROFESSIONAL SUMMARY Customer Experience Specialist with 5+ years delivering fast, empathetic, and high-quality support across chat, voice, and email in fast-paced, remote environments. Experienced supporting professionals in health-tech, legal, and service industries — resolving platform, payment, and account issues in real time with urgency and ownership. Proficient in Zendesk, HubSpot, Salesforce, Zoho, and Google Workspace. Skilled at onboarding users, flagging process gaps, and building the kind of trust that drives long-term platform loyalty. Brings a proactive, startup mindset with a track record of earning top satisfaction ratings, improving operational workflows, and growing into leadership. PROFESSIONAL EXPERIENCE Customer Experience Advisor | The Law Offices of Debi V. Rumph Jun 2025 – Present • Florida, USA (Remote) •​ Ranked #1 across the team in customer experience, issue resolution, and satisfaction — handling the highest volume of inbound client interactions via phone, chat, and email. •​ Deliver fast, accurate, and empathetic support across the full client journey — from first contact through onboarding, issue resolution, and ongoing retention. •​ Investigate and resolve platform, billing, and case-related issues in real time; escalate appropriately to attorneys and paralegals with clear, detailed handoff notes. •​ Maintain accurate client records and interaction logs in Lawmatics CRM; use account data to prioritize follow-ups and flag at-risk clients before issues escalate. •​ Personalize all client communications using templates and macros, adapting tone and messaging to each client's needs while maintaining professionalism and consistency. •​ Monitor recurring client pain points and proactively surface process improvements to reduce friction and improve the overall client experience. Customer Experience Manager | Primax Cleaning Services Apr 2024 – Jul 2025 • Houston, USA (Remote) •​ Delivered high-volume support to SMB and mid-market customers via chat, voice, and email — resolving scheduling, payment, and service issues in real time with a 90%+ satisfaction rate. •​ Acted as first point of contact for escalations; applied sound judgment to troubleshoot issues, adapt workflows, and determine when to escalate vs. resolve independently. •​ Designed and implemented data-driven SOPs that reduced scheduling errors by 40% and improved response consistency across the support team. •​ Guided new customers through onboarding, helping them understand service workflows and build confidence in using the platform quickly. •​ Monitored customer feedback trends and flagged recurring issues to leadership, contributing to measurable improvements in service quality and repeat business. •​ Hired and onboarded a team of Customer Experience Associates; coached them on quality standards, empathetic communication, and efficient issue resolution. Customer Experience Associate | Reliance Health (Health-Tech) Jun 2024 – Jun 2025 • Lagos, Nigeria (Remote) •​ Supported mid-market and enterprise clients on a B2B health-tech platform — managing onboarding, account queries, and issue resolution across chat, voice, and email channels. •​ Guided new business clients through platform setup and health plan activation, ensuring a smooth onboarding experience and fast time-to-value. •​ Managed full client lifecycle: from qualification and onboarding through post-sale support, renewal check-ins, and proactive engagement with at-risk accounts. •​ Contributed to a 100% revenue increase in January 2025 through strategic account development, strong relationship management, and proactive upsell conversations. •​ Tracked support interactions and performance metrics; used data insights to refine outreach strategies and improve resolution rates. Customer Experience Specialist | The Resume Factory Apr 2023 – May 2024 • Newark, USA (Remote) •​ Delivered empathetic, accurate support to customers via chat, voice, and email — managing ticket queues, logging case notes, and resolving platform and fulfillment issues in real time using Zendesk. •​ Earned the #1 customer satisfaction rating on the team through consistently fast, personalized, and solution-focused interactions. •​ Onboarded new customers by guiding them through platform workflows step by step, helping them gain confidence and reducing early drop-off. •​ Monitored interaction trends and proactively flagged recurring issues and process gaps to the team — leading to workflow improvements that reduced turnaround errors and improved cross-functional handoffs. •​ Conducted regular check-ins with active customers, gathering feedback and presenting tailored service recommendations — resulting in 7 out of 10 clients leaving named public reviews citing exceptional experience quality. •​ Supported outbound campaigns to re-engage lapsed customers and drive platform adoption among new users. CORE SKILLS & TOOLS Customer Experience & Support: High-volume chat, voice & email support • Real-time issue resolution & escalation handling • Platform onboarding & adoption • Customer lifecycle management • Trend monitoring & process gap flagging • QBRs & feedback-driven improvements CRM & Tools: Zendesk • HubSpot • Lawmatics • Zoho CRM • Salesforce • Slack • Monday.com • Trello • OpenPhone • Google Workspace (Docs, Sheets, Gmail) • SOP development & process design Soft Skills: Ownership & urgency • Proactive problem-solving • Empathetic communication • Sound judgment under pressure • Cross-functional collaboration • Startup mindset & autonomy • Coaching & team development EDUCATION Bachelor of Arts — English & Communication Studies | Federal University Otuoke, Bayelsa, Nigeria