Grace Vickie Magaji

GRACE VICKIE MAGAJI Customer Service 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 PROFESSIONAL EXPERIENCE Recruiter, Owner Operator's Land, Greenville, South Carolina, USA Master's Degree in International Affairs and Diplomacy 2023 - Ongoing Sept 2024 - Ongoing Ahmadu Bello University As a Recruiter at Owner Operator's Land, I specialize in sourcing and hiring qualified truck owners and company drivers for Carolina Logistics. Bachelor's Degree in Public Administration 2015 - 2019 Ahmadu Bello University, Zaria 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 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. • 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, KP!, compliance knowledge, recruitment expertise, adaptability, problem solving. Appointment Setter, Crossover Media Group, Germany 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 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 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 Pointof-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 appointmentsetting 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. 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. - https:/ /glutality.com -insurance verification, inbound and outbound calls, billings and coding, and pharmacy refill. - https:/ /www.painphysiciansnyc.com- inbound calls for appointment confirmation Skill set; Ca[[ management, customer support, customer retention, confidentiality,industry KP!, tech savvy, adaptability, sales Live Chat Operator, Scarlet OF Agency, Ukraine January 2022 -October 2022/ 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 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. Customer Support Specialist, Final Expense Life Assurance, FL, USA Final Expense Life Insurance- Lorem I 2023 - 2024 • • • • 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 • 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.