Lynda Chiamaka Onuba

LYNDA CHIAMAKA ONUBA Ago, Lagos State Nigeria - --- LinkedIn PROFESSIONAL SUMMARY Highly skilled Customer Support and Service Specialist with over 6 years of comprehensive experience in delivering exceptional customer service, telemarketing, and administrative support across diverse industries. Delivered exceptional customer service by managing 50+ inquiries daily through CRM software, achieving a satisfaction score of over 90%, leading to increased client retention and loyalty across diverse sectors. Proficient in variety of CRM software, Lead generation tools and communication tools, I have developed expertise in appointment scheduling, manage travel arrangements and support executives with discretion and confidentiality. Committd to continuous professional development and staying updated with industry trends to enhance service quality and operational efficiency. SKILLS          Virtual Assistant Relationship Building Meeting and scheduling File Organization Task and Time management Communication skills Customer Relationship Management Compliant Resolution Lead Generation tools (Apollio, piprdrive         Phone Etiquette Calendar Management Negotiation/strategic planning Proficient in Microsoft office Travel Arrangement Administrative Support CRM tools (Hubspot, freshdesk, Intercom) Communication tools(zoom, SharePoint,Slack, Microsoft teams) WORK HISTORY 01/2024 to Customer Support 10/2024 Jamisan Global Limited  Implemented tailored solutions for over 50 complex queries weekly, resulting in measurable improvements across key performance indicators like response time reduction by an average of two hours per inquiry addressed daily.  Streamlined support processes by implementing a new ticketing system, reducing response times by 30%.  Analyzed customer feedback trends to identify areas for improvement, leading to a 15% increase in product satisfaction scores.   01/2023 to 12/2023 Telesales Representative Exus pharmaceutical Limited     07/2020 to 01/2023 Leveraged CRM tools and communication platforms to streamline customer interactions, resulting in a 20% reduction in response time and 15% increase in customer satisfaction. Collaborated with marketing team to address 30+ product issues, resulting in quicker resolutions and improved customer loyalty by 15% within months. Secured multi-year contracts with five key health providers, establishing longterm partnership that increase annual revenue by 25% and solidified the company’s position in competitive healthcare market. Collaborated with marketing, customer service, and product development departments to ensure a seamless customer experience, leading to 20% increase in customer retention. Generated leads though various channel, including cold calls, emails, networking, and social media, resulting in a 40% increase in potential customer engagement. Maintained in-depth knowledge of the company’s products to effectively address customer enquiries and concerns, improving customer satisfaction by 25%. Customer Service Hongxing Steel Limited  Collaborated with finance and production team to ensure timely delivery of customer’s goods and payment thereby reducing payment delay and customers complaints by 25%.  Facilitated training session for new hires in team, equipping them with essential skills and knowledge of iron steel, which resulted in 30% increase in team productivity.  Resolved over 95% of customers inquires and issues on the first call by leveraging in-depth product knowledge and effective problem solving skills.  Built and nurtured corporate relationships with key clients, resulting in longterm partnership and increased business opportunities and growth. 06/2019 to 06/2020 Office Assistant (NYSC) Hongxing Steel Limited    Commended for a track-record of 95% accuracy and consistently delivered tasks within critical deadlines. Built lasting relationships with all my clients and ensured there were systems and resources in place to deal with any of their queries in less than 24 hours. Trained two employees on how to manage customers effectively, resolve customer complain and document invoice on excel sheet. EDUCATION 2018 Bachelor of Arts: Linguistics University of Nigeria – Nsukka, Enugu State TRAINING/CERTIFICATION   On-demand IT and virtual Assistant Skills – Digital Witch Community – 2024 Digital Marketing – Digital marketing skill institute – 2023