AGU,EBERECHUKWU NANCY (FEMALE)
Port Harcourt, Rivers State, Nigeria.
Telephone:-
E-mail-
PROFILE SUMMARY
I’m a customer-focused professional with extensive experience in client relationship management,
technical support, and digital platform optimization. I have demonstrated success in building strong
client relationships, driving user adoption, and delivering exceptional customer experiences. I also have a
proven track record in managing multiple client accounts while ensuring high satisfaction and retention
rates.
CORE COMPETENCIES
Client Relationship Management
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Customer relationship building and retention
Strategic account management
Client training and enablement
Problem analysis and resolution
Cross-functional team collaboration
Technical Proficiency
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CRM Platforms: Zendesk, HubSpot, Freshdesk, Intercom
Project Management: Trello, ClickUp, Asana
Communication Tools: Slack, Microsoft Teams, TeamViewer
Productivity Suite: Microsoft Office 365, Google Workspace
Design Tools: Canva, Figma, Adobe Suite
PROFESSIONAL EXPERIENCE
Customer Support / Scheduling Manager - WeScoopaustin (Upwork)
Present
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Drive customer satisfaction by managing high-volume client communications and maintaining
response times under 2 hours
Develop and implement standardized communication templates and SOPs, improving team
efficiency by 30%
Track and analyze customer interaction metrics to identify trends and optimize support
strategies
Manage end-to-end customer lifecycle, from onboarding to ongoing support and retention
Create and maintain detailed documentation of customer interactions and resolutions for team
reference
Virtual Assistant - RJ Virtual Solutions (Upwork)
Present
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Coordinate cross-functional team meetings and maintain detailed tracking of action items in
ClickUp
Develop comprehensive SOPs for team processes, improving operational efficiency
Manage client communications and documentation through multiple digital platforms
Support customer success initiatives through proactive follow-up and resource management
Administrative Assistant/Human Resource Personnel - Bleks-Con Construction Colony
September 2023 - April 2024
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Managed end-to-end customer support processes, maintaining 95% customer satisfaction rate
Developed and implemented customer feedback systems to track satisfaction and identify
improvement areas
Created comprehensive SOPs and documentation for customer-facing processes
Coordinated cross-departmental collaboration to resolve complex customer issues
Managed social media presence to enhance customer engagement and brand visibility
Office Administrator/Office Manager - Fairexx Solutions Limited
May 2021 - August 2022
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Led client outreach initiatives, successfully developing and maintaining key business
relationships
Managed comprehensive client communication systems and reporting processes
Coordinated stakeholder meetings and prepared detailed progress reports
Implemented new administrative processes that improved operational efficiency by 25%
Previous Relevant Experience
Data Collector - Stakeholder Democracy Network (April 2021)
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Conducted healthcare facility assessments and professional interviews across Rivers State
Managed data collection and reporting for COVID-19 vaccine response initiative
Customer Service Personnel/Sales Advisor - Evijet ICT Solution (March 2018 – December 2018)
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Provided technical product guidance and support to customers
Resolved customer issues while maintaining high satisfaction rates
Conducted regular contract reconciliations and inventory management
EDUCATION
Bachelor of Science (B.S.) in Computer Science Rivers State University of Science and Technology, Port
Harcourt Rivers State
Graduated: September 2015
CERTIFICATIONS
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Cold Calling Guide: Master Selling on Phone - Udemy
HubSpot: Working with a Ticketing System - Coursera
Video Editing: Create a Promotional Video using Canva - Coursera
