Emmanuella Ogamba

EMMANUELLA OGAMBA ABUJA, NIGERIA | - |-| https://emmanuellaogamba.mycanva.site CUSTOMER SERVICE REPRESENTATIVE REMOTE | PHONE, CHAT, EMAIL, SOCIAL MEDIA SUPPORT | CRM MANAGEMENT Empathetic and results-driven Customer Service Professional with 3+ years' experience supporting global users across healthcare, SaaS, and education-adjacent sectors. Proven success managing 1,000+ monthly interactions via phone, email, live chat, and social media with consistent 95%+ SLA compliance and CSAT ratings above 90%. I am skilled with tools like Zendesk, Drift, HubSpot, Salesforce, and VoIP platforms (Dialpad, Zoom). Quick to adapt to product-specific needs passionate about supporting learning-focused platforms ACHIEVEMENTS : • Increased CSAT by 17% through personalized messaging and updated support resources. • Created onboarding SOPs that cut new hire ramp-up time by 40%. • Handled 20+ support calls daily with 95% first-call resolution rate. • Developed macros/FAQs for common homeschooling support queries. SIGNATURE STRENGTHS & COMPETENCIES CORE SKILLS • • • • • • Customer Support & Assistance Email & Calendar Management Presentation & Report Preparation Communication & Organizational skills Administrative Support & Coordination Live Chat, CRM Ticketing, Phone, Email, Social Media DMs TECHNICAL SKILLS • • • • • • CRM Software (salesforce, Zoho, HubSpot) Trello, Asana, Zapier, Monday.com, Buffer Microsoft office suite, Google workspace Calendly, Acuity Scheduling AI Tools (Drift, ChatGPT, Dialog flow, Zendesk) VoIP Communication Tools (Zoom, Canva, Google Meet, Dialpad) SOFT SKILLS • • • • • • • • • Team Collaboration Problem solving Abilities Customer-centric Mindset Attention to details Time Management Flexibility & Adaptability Remote Collaboration Multitasking Knowledge Base Mgmt. EXECUTIVE EXPERIENCE CEYAD – REMOTE, SPAIN| JULY 2023 - PRESENT Customer Support / Email Manager • Respond to 150+ weekly inquiries across email, phone, and live chat with 98% SLA compliance • Implemented ticket triage processes, reducing backlog by 35% • Supported customers with onboarding and curriculum FAQs (including homeschool-related queries) • Maintained 94% CSAT and 25% boost in first contact resolution • Managed Facebook inbox and replied to DMs via Buffer HIMYLINK AI – REMOTE, USA | OCT 2022 – JUN 2023 Virtual Assistant / Customer Support • • • • Delivered multi-channel support: phone, chat, and email for SaaS health platform Reduced repetitive inquiries by 40% by contributing to AI chatbot refinement Managed 20+ phone interactions daily and escalated <10% of tickets Used HubSpot to personalize support and increase NPS by 15% LEARNANIA HEALTH AFRICA – REMOTE, SOUTH AFRICA| JUL 2021 – AUG 2022 Digital Health Support Specialist • • • Managed 100+ weekly email/chat tickets with 97% accuracy Developed FAQs and macros, improving agent response time by 28% Gathered customer insights that informed UX and product enhancements EDUCATION B.Sc. in Human Physiology University of Port Harcourt, Rivers State, Nigeria CERTIFICATIONS • Virtual Assistant – Female & Male in Tech • Product Management – Women Techsters (Tech4Dev)