GRACE VICKIE MAGAJI
Customer Service Generalist
SUMMARY
Experienced Customer Service Generalist with over three years of expertise in delivering exceptional support
across various industries in remote environments. Skilled in medical billing, virtual assistance, email marketing,
chat operations, and general customer services, 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
PROFESSIONAL EXPERIENCE
DLC Ahmadu Bello University
Dispatch Recruiter, Owner Operator's Land, North
Carolina, USA
Master's Degree in International Affairs and Diplomacy
2023 – 2025
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
Sept 2024 - Oct 2025
As a Recruiter at Owner Operator's Land, I specialize in
sourcing and hiring qualified truck owners and company
drivers for Carolina Logistics.
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 owneroperators and company drivers for long-haul and
regional routes across all 48 states.
Collaborating with the operations team to understand
staffing needs and align hiring efforts accordingly.
Ensuring compliance with all DOT regulations and
company policies during the recruitment process.
Creating and implementing effective recruitment
strategies to attract top talent in the logistics industry.
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, KPI,
compliance knowledge, recruitment expertise, adaptability,
problem solving.
CERTIFICATIONS
Project Management- International Project
Management Professionals (IPMP)
Conflict Management- Institute of Science and
Management Studies (ISNS)
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 timemanagement 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
Customer Retention Services (Transport and Logistics),
Truck Owner Network
Greenville -South Carolina, USA
Sept 2024
Recruited and onboarded owner-operators for
dispatch services across all 48 U.S. states,
managing a diverse fleet including reefers, dry
vans, car haulers, box trucks, semis, and hotshots.
Coordinated factoring services under company
and operator MCs, ensuring seamless payment
processing and financial support for drivers.
Verified driver qualifications, including
experience, licenses, and documentation, to
ensure compliance with industry standards and
company requirements.
Maintained high client retention through
exceptional customer support, addressing driver
inquiries and fostering strong relationships to
meet company KPIs.
Consistently achieved recruitment targets,
leveraging strategic outreach and communication
skills to build a reliable network of operators for
expedited trucking services.
Utilized CRM tools to streamline recruitment
processes, track performance metrics, and
enhance operational efficiency in a fast-paced
logistics environment.
Appointment Setter (Point Of Sales)
Crossover Media Group, Germany
May 2023 - Sept. 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.
Customer Retention Service (Live Chat
Operator),
Scarlet BPO, Ukraine
Customer Service Medical Billing (Final Expense/Lawn
Service), USA
Jan 2021- May 2023 (Part-time)
January 2022 -October 2023/ Part-Time
Managed multiple model accounts simultaneously,
ensuring efficient and personalized customer
interactions across various platforms and channels.
Provided personalized and unique services to each
client, 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 $6,000 on a good weekend by driving sales and
maintaining high levels of client interaction.
Delivered exceptional customer retention services by
engaging clients in conversations to build loyalty and
encourage repeat interactions.
Provided valuable insights and feedback , suggesting
upgrades and new content ideas for vaults to attract
and retain subscribers.
Assisted in content management, including organizing
media 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.
Customer Support and Sales Specialist, Blucore
Ltd, Nigeria
2020 -2021
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.
Analysed 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.
Manage large volumes of inbound and outbound calls
Provided customer service to inquirers for products and
services
Verified insurance and handled confidential information
and documents with discretion
Provided customer retention services
Engaged with clients to provide tailored final expense
insurance solutions, addressing their financial and
emotional needs.
Utilized CRM tools such as Googlinks and Trackdrive to
manage client interactions, track leads, and streamline
sales processes.
Provided ticketing service
Conducted client consultations via phone or virtual
platforms, leveraging strong communication and empathy
to build trust and close sales.
Collaborated with team members under agency
mentorship to meet sales targets and deliver exceptional
customer service.
Applied product knowledge of Lincoln Heritage Life
Insurance policies to educate clients and facilitate
informed decision-making.
Skill set; Call management, customer support, customer
retention, confidentiality, industry KPI, tech savvy, adaptability,
sales
Customer Service Specialist (Telehealth Medical Billing) Team Lead,
Turbham BPO- Glutality, FL, USA
May 2021 - May 2023
Managed 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
Handled medical records and data entry with accuracy
Handle confidential information and documents with
discretion
Ensured all retrieved records met compliance confidentiality
standards (HIPAA)
Provided customer retention services
Assisted patients navigate the financial aspects of
telemedicine services.
Assisted with scheduling and troubleshooting telemedicine
appointments
Ensured seamless communication between healthcare
providers and patients.
Skill set; Call management, customer support, customer
retention, confidentiality, industry KPI, tech savvy, adaptability,
sales
