James Nnachi

James Nnachi Lagos, Nigeria. • -- CAREER IDENTITY I am a Sales and Customer Service Professional with 10 years experience helping businesses across the world sell products, expand their markets, and build and maintain healthy business relationships. My hobbies include playing the piano, reading and playing RPG shooter games. My greatest strength is my ability to solve challenging business problems and I have a talent for a strong attention to detail. My motivation is making a difference in my roles and I value responsibility and efficiency. EMPLOYMENT HISTORY & ACHIEVEMENTS Clients Acquisition Specialist and Team Lead, February 28, 2025 till Present. Growing Being – Stockholm, Sweden (Remote) Proactively call and follow up with leads to build rapport, prequalify and schedule appointments with qualified leads. Schedule a minimum of 3 appointments per day and follow up to ensure at least 2 shows Track, monitor, and report all lead interactions and activities on the CRM Training, and supervision of new team members through call shadowing, one-on-one mock calls, and monitoring performance management for optimum productivity Establish processes and automation to streamline workflow and efficiency CRM Used: Zoho Customer Service Representative and Appointment Setter, Apr. 1 2024 till July 2024. 5 Star Auto Plaza – MI United States (Remote) Made between 50 to 100 outbound calls to prospective leads to prequalify and set appointment using provided script Educated customers with bad credit on how the company can help them improve their credit scores through various in-house financing programs Worked with over 40 lenders to assist customers secure loans based on specific needs Followed up with leads until they showed up at the dealership to discuss vehicle and financing options and reschedule appointments if arranged date was not convenient Delivered at least 2 to 3 appointments daily with at least 1 show at the dealership Tracked personal performance daily to ensure weekly and monthly goals are met and/or exceeded Adherred to all policies such as the HIPPA and PATRIOT Act while carrying out duties Attended weekly meetings to review calls for better call handling, rebutting and quality appointment setting CRM Used: Promax Sales Manager, Feb. 2022 – March 2024 Jamie’s Consulting – Lagos, Nigeria Conducted active market research to identify potential clients, market trends, and to maintain competitive advantage within the business area Built and maintained strong relationships with existing clients for a high level of satisfaction Vetted each prospect’s documents and information for authenticity and to prevent fraud Formulated and implemented effective strategies and guidelines to attract new clients to expand customer base Set and monitored key performance indicators for operational efficiency, and sales targets Technical Support Representative, Sep. 2021 – Feb. 2022 Lumin – California United States (Remote) Provided World-class customer service to an international customer base Troubleshot and resolved payment issues on Stripe and other payment methods by investigating through the backend to provide adequate information thereby offering refunds or resolving disputes Prevented customers from churning through empathy and offering further incentives thereby retaining a minimum of 10 customers per week and growing the subscription rate Processed customer requests for subscription updates such as cancelations, product changes, tracking of orders, shipment dates, and personal information changes Ensured compliance with GDPR and CCPA data deletion procedures and privacy policies Escalated high-volume customer issues or engineering bugs to management Developed a template system to resolve the most common issues encountered by customers thereby reducing response times and increasing retention by 15% Resolved payment disputes on Stripe and Paypal efficiently and promptly CRM Used: Shopify, Zendesk, Gorgias, Kustomer SAAS Technical Sales/Support Representative, Mar. 2021 – Sep. 2021 Altium – California, United States (Remote) Made 80 – 100 outbound cold calls daily to prospective businesses within the US and Canada to resolve product issues and drive sales and retention efforts Identified the most common issues engineers using the software were facing on the job and created templates that were uploaded to the CRM to help resolve them faster Scheduled at least 3 appointments daily for Account Managers and Decision Makers Reported and escalated bugs to the relevant departments for quick resolution Reduced churn by 27% and increased some resolution times by nearly 70% Created email outreaches for prospective businesses and clients to inform them about new offers or to follow up on new initiatives Updated records of all interactions with prospects on CRM, including templates Suggested methods of improvement of support activity during meetings for better efficiency Followed-up on cold leads to turn them into warm or closed deals Created daily/weekly reports of sales/support efforts for the manager CRM Used: Salesforce SAAS Sales and Customer Service Representative, Oct. 2020 – Jan. 2021 Silent Partner Software – Quebec, Canada (Remote) Educated prospects and businesses on product knowledge of the Sumac software Documented all activity in the CRM Scheduled 20 – 30 discovery calls daily with new leads and assisted in live demos of the software; prepared proposals and saw deals to closing Escalated issues related to the software to the appropriate department for swift resolution Organized and set up meetings with decision-makers, to turn each into a won deal Prospected and managed accounts of contacts and businesses within the US and Canadian territories Nurtured accounts of prospects to provide appropriate information and timely follow-ups Collaborated with internal sales team to successfully close deals Collaborated with clients on data migration and implementation to meet target GoLive dates Reported sales activity during team meetings and brainstormed on roadblocks and way forward Kept a constant communication with the decision-making executives in various departments CRM Used: Zoho, Sumac EDUCATION HISTORY Bachelor’s Degree in Fine and Applied Arts (2.1)2007 Abia State University, Nigeria Certificate in Digital Marketing Online Certificate Course on Coursera 2018 Google IT Support Professional Certificate Online Certificate Course on Coursera 2024