Ngozi Fidelia Ucheagwu | Freelancer Resume

NGOZI FIDELIA UCHEAGWU PROFESSIONAL SUMMARY Results driven CRM & Workflow Automation Specialist with over 10 years of diverse experience spanning customer success, virtual assistance and business process automation. Proficient at designing and implementing automated workflows, retention-focused email campaigns and data-driven lead generation pipelines that accelerate growth and streamline operations. Proficient in leading platforms such as HubSpot, GoHighLevel, Zapier, Pipedrive, Shopify, Klaviyo, Apollo.io and ActiveCampaign, with a strong track record of integrating these tools to deliver measurable results. Skilled at analyzing customer journeys, reducing churn and optimizing funnels to maximize lifetime value. Recognized for the ability to translate complex processes into scalable solutions, driving efficiency for startups, SMEs and established enterprises. With a unique blend of technical expertise, customer-first mindset and process optimization skills, I help businesses improve retention, increase revenue and free up valuable time for growth. CORE SKILLS ● CRM & Workflow Automation: HubSpot, GoHighLevel, Pipedrive, Zapier, Salesforce ● Email Marketing & Retention: Shopify, Klaviyo, Mailchimp, ActiveCampaign ● Lead Scraping & Outreach: Apollo.io, LinkedIn Sales Navigator, Data Management ● Customer Success & Support: Freshdesk, Zendesk, Intercom, LiveChat ● Process Improvement: Workflow Automation, Task Management, Project Coordination ● Other Tools: Google Workspace, Microsoft 365, Trello, Asana, Monday.com, Canva PROFESSIONAL EXPERIENCE Virtual Assistant & CRM Automation Specialist MaskAfrik Apparel | August 2024 – July 2025 ● Designed and managed CRM workflows using HubSpot and Zapier, reducing manual tasks by 35%. ● Built Shopify + Klaviyo automated retention campaigns, driving a 22% increase in repeat purchases. ● Handled customer support across email and phone, ensuring timely issue resolution. ● Scheduled executive meetings and streamlined task management via Google Workspace. Customer Service Executive Cornerstone Venture | Aug 2018 – Jan 2024 ● Directed a team of 8 customer service representatives, implementing automation-driven processes that improved efficiency. ● Resolved 96% of escalated complaints while maintaining customer satisfaction above target. ● Conducted onboarding and training programs, improving staff performance. Teller Service Representative Diamond Bank Plc | Oct 2013 – Jul 2018 ● Processed high-volume transactions with 100% daily reconciliation accuracy. ● Promoted digital banking solutions, supporting customer adoption of self-service tools. Bulk Teller Service Intercontinental Bank Plc | Jul 2008 – Jan 2010 ● Managed large-scale corporate transactions while ensuring fraud prevention and compliance. ● Maintained accuracy and secure handling of high-volume financial operations. CERTIFICATIONS ● Asana Workflow Specialist Certification ● Customer Success Fundamentals ● AI Career Essentials ● Virtual Assistant Training ● On-Demand IT Skills Training EDUCATION ● Bachelor’s Degree in Pure & Applied Chemistry ● Diploma in Science Laboratory Technology PROJECT HIGHLIGHTS ● Automated E-commerce Funnel: Built a Shopify + Klaviyo retention system that increased customer lifetime value by 25%. ● CRM Optimization: Integrated HubSpot + Zapier workflows for a client, saving 12+ hours weekly in manual updates. ● Lead Generation Campaign: Launched Apollo.io + Mailchimp personalized outreach, improving response rates by 40%. ADDITIONAL INFORMATION ● Open to remote and freelance opportunities ● Passionate about leveraging automation to improve efficiency and retention ● Available for consultancy, long-term contracts, or project-based roles