Ifunanya Egbombah
• Lagos, Nigeria • (+234) --
• LinkedIn : linkedin.com/in/ifunanya‑egbombah
Professional summary
Dedicated Customer Service Specialist with extensive experience in the health and wellness sector, committed to delivering exceptional support and solutions to patients and clients. Adept at efficiently assisting and resolving concerns from initial contact through service completion, ensuring high levels of customer satisfaction and loyalty. Proficient in CRM systems and practices, with expertise in tools such as Freshdesk, Zendesk, Gorgias, HelpDesk, LiveChat, Dialpad, Practice Fusion, Acuity, AthenaHealth, and Notion. Demonstrates outstanding soft skills including empathy, adaptability, clear communication, and patience, enabling effective rapport and trust-building with a diverse customer base. Seeking to leverage proven expertise and passion for customer service to contribute to a dynamic team and enhance service delivery in a progressive organization.
Skills
Customer satisfaction
Problem-solving
Communication
Empathy
Adaptability
Patience
Rapport building
Attention to detail
Conflict resolution
Active listening
Time management
Multitasking
Team collaboration
Process improvement\
Technical support
Data entry
Follow-up skills
Product knowledge
Phone etiquette
Email support
Documentation
CRM mastery
Troubleshooting
Client onboarding
Account management
Freshdesk
Zendesk
Gorgias
HelpDesk
LiveChat
Dialpad
Practice Fusion
Acuity
AthenaHealth
Notion
Microsoft Office Suite
Google Workspace
Collaboration Tools
Customer satisfaction
Problem-solving
Communication
Empathy
Adaptability
Patience
Rapport building
Attention to detail
Conflict resolution
Active listening
Time management
Multitasking
Team collaboration
Process improvement\
Technical support
Data entry
Follow-up skills
Product knowledge
Phone etiquette
Email support
Documentation
CRM mastery
Troubleshooting
Client onboarding
Account management
Freshdesk
Zendesk
Gorgias
HelpDesk
LiveChat
Dialpad
Practice Fusion
Acuity
AthenaHealth
Notion
Microsoft Office Suite
Google Workspace
Collaboration Tools
Work history
Remote Customer Experience Associate
Cytech Consult – Nigeria 07/2022-Present
Cytech Consult | Remote Customer Success Manager (July 2022 - Present)
Streamlined customer success initiatives, reducing user-reported issues by 30% and boosting product adoption rates by 20%, while enhancing engagement, addressing major pain points, improving response times by 30%, increasing issue resolution rates by 40%, and driving a 25% annual revenue increase.
Remote Patient Success Specialist
Green Health Docs - USA 03/2022 - 06/2024
Successfully scheduled over 50 appointments weekly, delivering outstanding patient care and support.
Managed high volumes of patient inquiries via calls, texts, and emails regarding Medical Cannabis Certifications.
Utilized the EMR system to efficiently schedule patients and prepare charts.
Ensured adherence to state-specific laws and regulations for Medical Cannabis Certifications.
Created and executed a customer success strategy, achieving 90% customer satisfaction and a 25% increase in retention.
Developed a comprehensive onboarding program, reducing customer churn by 30% within the first year.
Launched a feedback campaign that provided critical insights for improving service offerings and the customer experience.
Accurately documented patient concerns, investigated issues, and maintained clear communication with all parties involved.
Expertly handled sensitive situations, including emergencies and unplanned changes to appointments and provider schedules.
Contributed to the success of special projects and events as needed.
Remote Customer Support Specialist
Veriheal - USA 12/2021 - 03/2022
Provided comprehensive assistance to all inbound callers, resolving issues using FAQs or warm transfers to appropriate team members.
Actively listened to customers, assessed their needs, and responded with patience and courtesy, ensuring a positive experience.
Efficiently documented call types and actions, maintaining accurate records.
Supported Doctors, Nurse Practitioners, and Patients with exceptional service and assistance.
Maintained and managed customer files and databases with high accuracy.
Assisted a high volume of customers daily, maintaining a positive attitude and focus on customer satisfaction.
Analyzed customer issues and caller trends, identifying areas for improvement and implementing proactive solutions.
Improved service delivery by identifying common issues and streamlining response strategies.
Remote Customer Support Agent
Hush Blankets - USA 06/2021 - 03/2022
Managed a high volume of customer calls promptly, ensuring minimal wait times.
Updated and maintained accurate customer account information to enhance service efficiency.
Implemented forward-thinking strategies to address customer needs and resolve concerns, maintaining high levels of customer satisfaction.
Provided personalized advice and assistance to customers, prioritizing special needs and preferences.
Delivered primary customer support to both internal teams and external customers.
Responded promptly and effectively to customer inquiries about products, services, and company information.
Actively participated in team meetings and training sessions to stay updated on product updates and changes.
Tracked customer service cases and meticulously updated service software with relevant customer details.
Utilized customer service software proficiently to manage interactions and monitor customer satisfaction levels.
Followed up with customers to ensure resolution of issues, consistently upholding high standards of customer service.
Education
Master of Science : Data and Information Science
University of Ibadan - Nigeria
Bachelor of Science (Education) : Biology
University of Abuja - Nigeria
Certifications and Licenses
Certified Customer Success Manager Level 1 – SuccessHACKER Issued | August 2024- August 2026
Customer success Advanced Concepts - CustomerSuccessU.org | May 2024-May 2025
Product-led Certification – Pendo Issued | Aug 2024- August 2025
