Nkechi Ejikeme

Nkechi Ejikeme - •-• Amawbia, 420180 Awka Nigeria • WWW: https://www.linkedin.com/in/nkechi-ejikeme-/ • WWW: https://eu.docworkspace.com/d/sIFKa-s9QtfupugY • WWW: https://www.upwork.com/freelancers/~013c12738c62c9b499 Summary Results-driven Customer Support Specialist with extensive experience assisting US-based customers across SaaS, mental health, and business services. Adept at handling high-volume inquiries with speed, precision, and a touch of wit—because great support isn't just about solving problems, it's about making the experience effortless. Skilled in troubleshooting, CRM management, HIPAA compliance, and ensuring clients feel heard, valued, and taken care of. If it needs fixing, explaining, or streamlining—I'm on it. Skills ✅ Customer Service & Technical Support ✅ Live Chat & High-Volume Call Handling ✅ Email & Ticket Management ✅ SaaS & CRM Systems ✅ Problem-Solving & Troubleshooting ✅ Client Retention & Satisfaction ✅ HIPAA Compliance & Data Security Experience 12/2024 - Current Virtual Assistant & Customer Support , Ma'wa Collective, California, US • • • • Manage participant inquiries, booking, cancellations, and refunds via email and WhatsApp. Set up and maintain booking pages on WeTravel. Handle high-volume chat and email inquiries, ensuring timely responses. Provide administrative support and maintain an organized communication flow. 12/2022 - Current Customer Support & Admin Assistant , Upwork, California, United States • Provided real-time chat and email support for various clients. • Assisted in CRM management, data entry, and customer follow-ups. • Handled dispute resolution and ensured a smooth customer experience. 04/2024 - 12/2024 Lead Generation & Data Entry Specialist, RollingAdz , Texas, US • Researched and verified leads using LinkedIn, Apollo.io, and Hunter.io. • Organized data in Google Sheets and CRM tools for efficient client follow-up. • Assisted with market research and outreach efforts. 06/2023 - 09/2023 Customer Support Specialist, Wellnite, California, US • Answered customer calls and managed inquiries for an online mental health platform. • Matched clients with therapists and assisted with booking and cancellations. Verified insurance claims through platforms like PVerify, Magellan, and direct referrals. • Managed HIPAA-compliant email communications and high-volume support tickets. • Retrieved leads from Zocdoc, Psychology Today, and insurance referrals. Education And Training 11/2022 Certificate Of Technical Studies, Information Technology Digita Witch Community, Lagos, Nigeria Bachelor Of Science, Forestry Federal University Of Technology, Owerri, Imo , Nigeria Activities And Honors • • • • Cooking Traveler Reading Movies Certifications • • • • Supporting customers through chat Customer Service: Problem Solving and Troubleshooting Technical Support Upwork skill certification: Customer Service Languages Igbo: First Language English: C1 Advanced (C1) Technical Skills & Tools CRM & Customer Support: HubSpot, Zendesk, Freshdesk, Aircall.io, OpenPhone Project Management: Trello, Airtable, Google Workspace Communication: Live Chat, WhatsApp, Email Management Lead Generation: Apollo.io, Hunter.io, Snov.io, LinkedIn Sales Navigator ⚙ Insurance & Mental Health Systems: PVerify, Magellan, Zocdoc, Psychology Today