Emmanuel Uchechukwu Ani

 Nsukka | Enugu State PROFESSIONAL SUMMARY I'm a dedicated telehealth virtual assistant and project support specialist with 2+ years of remote experience optimizing workflows and delivering empathetic customer care. Proven expertise in bridging the gap between frontline support and back-end operations using industry-leading tools like Zendesk, HubSpot, and Asana. Adept at managing complex patient schedules, overseeing CRM databases, and utilizing Airtable and ClickUp to drive team efficiency. Committed to delivering a superior client experience while maintaining strict HIPAA compliance and operational organization. KEY ACHIEVEMENTS Digital Health Provider | Telehealth Virtual Assistant • Reduced appointment cancellations by 22% by implementing a proactive follow-up system via CRM automation, ensuring patients received consistent care. • ​Streamlined patient onboarding by creating a visual tracking database in Airtable, reducing administrative errors by 15%. Remote Support Services | Customer Support Representative • Maintained a 95% Customer Satisfaction Score (CSAT) while managing high-volume ticket queues across Zendesk and Intercom. • ​Improved team response time by 30% through the creation of automated workflows and macros templates in Freshdesk. CORE SKILLS AND COMPETENCIES • Project & Task Management: Expert in organizing complex workflows, tracking deliverables, and assigning tasks using Asana, ClickUp, Trello, and Monday.com. • ​CRM & Database Management: Proficient in maintaining hygiene and tracking customer journeys within HubSpot, Salesforce, Zoho, and Airtable. • ​Customer Support Operations: Skilled in managing multi-channel support (Live Chat, Email, Ticket) using Zendesk, Freshdesk, and Intercom with a focus on empathy and speed. • ​Telehealth Coordination: Experienced in scheduling, medication reconciliation, and navigating EHR systems (Athenahealth, Kareo) in a HIPAA-compliant environment. • ​Communication & Collaboration: Strong ability to facilitate remote team collaboration using Slack, Zoom, and Google Workspace. WORK EXPERIENCE TELEHEALTH VIRTUAL ASSISTANT (PATIENT & OPS SUPPORT |March, 2023 – Present| St. Anthony's Hospital | Enugu State, Nigeria • Act as the primary bridge between clinical teams and patients, managing inquiries and scheduling via Zendesk and Athenahealth. • ​Utilize Asana and Slack to coordinate daily provider tasks, ensuring all clinical documentation and patient follow-ups are completed on time. • ​Manage patient data entry and appointment tracking using Airtable, transforming scattered spreadsheets into an organized, searchable database. • ​Resolve technical issues for patients accessing telehealth portals, ensuring a seamless virtual care experience. Customer Onboarding & Support Representative |Aug, 2025 – Present| Baltimore Win Foundation| Baltimore, USA, • Orchestrated the end-to-end onboarding process for new members and stakeholders, ensuring seamless account setup and rapid platform adoption. • ​Managed high-volume support inquiries via email and live chat, utilizing Zendesk to track issues and maintain a 95% resolution rate within 24 hours. • ​Maintained exemplary data hygiene within the internal CRM (Salesforce), updating client profiles and interaction logs to support the relationship management team. • ​Collaborated with the operations team using Asana to identify friction points in the user journey, contributing to a 15% reduction in recurring technical questions. PROJECT OPERATIONS & CRM SPECIALIST |June 2024 – Nov 2024| Freelance/Contract | Remote Faith Foundation Missionary Hospital, Nsukka Nigeria • Migrated disorganized project workflows onto a structured ClickUp dashboard, clarifying deadlines and responsibilities for a remote team. • ​Maintained exemplary data integrity within Salesforce, performing regular audits to remove duplicate entries and update contact information. • ​Orchestrated content calendars and outreach schedules using Monday.com, ensuring all marketing deliverables were met on time. CLINICAL SCHEDULER & ADMIN SUPPORT |May 2024 – Oct 2024| Nsukka Health Centre, Enugu State, Nigeria • Managed outbound scheduling for a health services provider, ensuring patients were booked correctly for their required consultations. • ​Collaborated with the administrative team to resolve scheduling conflicts and verify patient insurance eligibility prior to appointments. • ​Demonstrated strong organizational and time-management skills by handling a high volume of calls and calendar updates daily. CERTIFICATION • Registered Community Health Practitioner (RCHP), 2025 • Certified Nursing Assistant, 2025 • Certified Medication Administrator 2025 EDUCATION Eucharistic Heart College of Health Technology, Nsukka, Enugu State • Higher National Diploma, Community Health Tilcareer Institute,UK • Certificate in Nursing Assistant • Certificate in Medication Administration TECHNICAL SKILLS • Support: Zendesk, Freshdesk, Intercom. • CRM: HubSpot, Salesforce, Zoho, Klaviyo. • Project Mgmt: Asana, ClickUp, Trello, Monday.com, Airtable. • Health Tech: Athenahealth, Kareo, DrChrono, Epic, TherapyNotes. AREAS OF EXPERTISE • Virtual Assistance • Workflow Optimization • CRM Data Entry • Patient Scheduling • Project Tracking • Live Chat Support • Email Automation • HIPAA Compliance • Remote Team Collaboration LANGUAGE English Igbo