Grace Vickie Magaji

GRACE VICKIE MAGAJI Customer Support Specialist PROFESSIONAL SUMMARY Experienced customer service professional with over four years of expertise in delivering exceptional support across various industries in remote environments. Skilled in virtual assistance, email marketing, chat operations, and customer service, I excel at managing diverse customer needs with a proactive and solutions-oriented approach. Adept at maintaining high performance standards in virtual settings, I ensure seamless communication, efficient task management, and adherence to company goals. Recognized for adaptability, attention to detail, and commitment to improving customer satisfaction, I thrive in dynamic, remote roles that leverage my skills while fostering professional growth. EDUCATION DLC Ahmadu Bello University Master's Degree in International Affairs and Diplomacy 2023 - Ongoing Ahmadu Bello University Bachelor's Degree in Public Administration 2015 - 2019 Ahmadu Bello University Diploma, Policy and Development Studies (LGDS) 2013 - 2015 NATIONAL YOUTH SERVICE CORPS (NYSC) Calabar, Cross River State, Nigeria President, Culture and Tourism Community Development Service Corpers' Lioason Officer, University of Calabar Teaching Office Liason officer, Media and Publicity, Pink Africa Foundation. CERTIFICATIONS Project Management- International Project Management Professionals (IPMP) Conflict Management- Institute of Science and Management Studies (!SNS) Computer science- Institute of Information and Technology (NIIT) Citizenship and Leadership Training, Shere-hills Entrepreneurship and employability Training ALX AI Career Essential Programme Certified Virtual Assistant, Coursera Customer Support, QLAB University SKILLS Strong organizational and time­ management skills Exceptional communication and active listening Ability to work independently and as part of a team Knowledge of healthcare Insurance (Medicare and Medicaid) Detail-oriented and able to handle multiple tasks simultaneously Inbound and outbound calls savvy including warm and cold transfers Sales and upselling skills Tech savvy Compliance and confidentiality with exceptional HIPAA knowledge PROFESSIONAL EXPERIENCE Recruiter, Owner Operator's Land, Greenville, South Carolina, USA Sept 2024 - Ongoing As a Recruiter at Owner Operator's Land, I specialize in sourcing and hiring qualified truck owners and company drivers for Carolina Logistics and a couple others. My responsibilities include: Managing the full-cycle recruitment process, from sourcing leads to onboarding. Conducting thorough screenings and interviews to evaluate candidates' qualifications. Developing and maintaining a pipeline of owner-operators and company drivers for long-haul and regional routes across all 48 states in the US.. Ensuring compliance with all DOT regulations and company policies during the recruitment process.. Maintaining an organized database of leads and ensuring timely follow-ups. Representing the company professionally in all interactions with candidates. Key Skills: Lead management, CRM management, KP!, compliance knowledge, recruitment expertise, adaptability, problem solving. Key Achievements: Consistently exceeded performance targets, achieving and surpassing KPIs within the first 90 days. Secured the company’s first-ever contract with an owner-operator, setting a precedent for future strategic partnerships. Recognized for outstanding performance with an early salary review and adjustment before the completion of the probationary period. Maintained the highest outbound call rate in the team, demonstrating drive, efficiency, and strong communication skills. Continued to surpass targets post-probation, maintaining top-tier performance and contributing to overall team success. Appointment Setter- Crossover Media Group, Germany December 2023 - August 2024 Conducted outbound calls to six European countries (France, Germany, Belgium, Portugal, Italy, and the UK) to identify and secure appointments with prospective clients. Scheduled and coordinated client meetings, ensuring seamless communication between the company and potential clients. Generated and qualified leads for Cross Over Media's specialized Point­ of-Sale products, including custom displays and stands. Maintained a detailed database of prospects, tracking outreach progress and follow-ups. Collaborated with the sales and marketing teams to align appointment­ setting strategies with overall business goals. Delivered professional communication, enhancing client relationships and contributing to a positive brand image. Achieved 70% increase in appointments booked through effective lead qualification and outreach. Key Skills: Lead generation, CRM management, communication, appointment scheduling, data management and client engagement. Key Achievements: Pioneered a successful three-way sales meeting between Portuguese and English clients, leading to a closed deal and cross-border collaboration. Recognized for exceptional performance, consistently booking twice the number of appointments above the set target. Achieved and maintained the highest outbound call rate in the team, while also securing top client retention figures. Successfully scheduled appointments across all EU target countries, demonstrating adaptability and multilingual engagement skills. Earned a shift extension, salary increase, and performance bonuses in recognition of sustained excellence and results-driven output. Telehealth Customer Support and Sales Rep (Team Lead, Glutality, FL, USA May 2021 - May 2023 Manage large volumes of inbound and outbound calls Verified insurance with Zoll and MD360 to qualify customers Provided customer service to inquirers for products and services Handle confidential information and documents with discretion Provided customer retention services Assist patients navigate the financial aspects of telemedicine services. Assist with scheduling and troubleshooting telemedicine appointments Ensure seamless communication between healthcare providers and patients. Skill set; Call management, customer support, customer retention, confidentiality,industry KP!, tech savvy, adaptability, sales Key Achievements: Promoted to Sub-Team Lead within probation, a recognition of leadership potential, reliability, and early high performance. Trained and onboarded new agents, supporting team development and contributing to faster ramp-up times and improved productivity. Consistently hit and surpassed performance targets, demonstrating strong sales acumen and a results-driven approach. Awarded multiple performance bonuses in recognition of exceeding KPIs and delivering exceptional results. Successfully managed and contributed to multiple campaigns simultaneously, showcasing adaptability and multi-project coordination skills. Recognized as a top performer within the team, playing a key role in sustaining momentum and driving collective success. Live Chat Operator, Scarlet Agency, Ukraine January 2022 -October 2022/ Part-Time Responsibilities: Managed multiple model accounts simultaneously, ensuring efficient and personalized customer interactions across various platforms and channels. Provided personalized and unique services to each fan, adapting communication styles to cater to individual preferences and interests. Utilized tools like Google Translator to communicate effectively in different languages, broadening and enhancing engagements. Generated significant revenue, earning between $3,000 to $10,000 on a good weekend by driving sales and maintaining high levels of fan interaction. Delivered exceptional customer retention services by engaging clients in long, exciting conversations to build loyalty and encourage repeat interactions. Provided valuable insights and feedback to models, suggesting upgrades and new content ideas for vaults to attract and retain subscribers. Monitored fan behavior and preferences to tailor content and promotional strategies, increasing fan satisfaction and subscription rates. Assisted in content management, including organizing photos, videos, and other media in vaults to ensure easy access and increased monetization. Collaborated with team members to brainstorm new engagement strategies, promotions, and events to drive fan interest and participation. Handled sensitive and confidential information with discretion, maintaining trust and professionalism at all times. Key Achievements: Consistently generated $3K–$10K in weekend revenue by managing multiple model accounts and driving high fan engagement and received performance bonuses Boosted fan retention and loyalty through personalized interactions, content feedback, and data-driven engagement strategies. Improved content monetization and efficiency by organizing vaults, providing strategic insights, and supporting campaign development. Customer Support Specialist, Final Expense Life Assurance, FL, USA Final Expense Life Insurance- Lorem I 2023 – 2024 Responsibilities: • Enter and maintain client data accurately in CRM systems. • Handle high volume of inbound and outbound calls • Troubleshoot customer concerns. • Implement customer retention strategies to manage client relationships. • Provide daily reports to management • Provided administrative support, including answering phone calls, responding to emails, and preparing correspondence Customer Support and Sales Specialist, Blucore Ltd, Nigeria 2020 -2021 Responsibilities: • Address a high volume of inbound and outbound call inquiries in telemedicine department. • Identify issues, track, resolve, and report individual client requests or concerns for management review. • Analyze trends for product enhancement • Utilized data analysis to identify trends that can lead to product improvement. • Cultivated expertise for ongoing client support: • Developed specialized knowledge to provide continuous support and assistance to clients.