Okonkwo Amarachi Sandra

OKONKWO AMARACHI Asaba, Nigeria | --linkedin. c o m / i n / o k - a m a rachi PROFESSIONAL SUMMARY Empathetic and detail-oriented Customer Support Specialist with 5+ years of experience delivering exceptional multichannel service across email, chat, and phone. Proven ability to troubleshoot technical issues, manage CRM documentation, and support global clients in fast-paced remote environments. Adept in Zendesk, Intercom, HubSpot, and Apollo CRM. Passionate about helping people, resolving problems quickly, and maintaining a positive customer experience from start to finish. PROFESSIONAL EXPERIENCE Customer Support Specialist | Remote SeaO Limited March 2023–Present Delivered proactive customer support to clients in the healthcare, tech, and business sectors. Handled up to 60+ multichannel inquiries daily (email/chat/phone), resolving 90% at first contact. Used HubSpot, Intercom, and Apollo for ticket tracking, escalation, and customer notes. Updated help center content and FAQs to reduce incoming ticket volume by 20%. Maintained a customer satisfaction rate of 95%+ consistently through empathy-led support. Medical Virtual Assistant & Scribe | Hybrid/Remote Saints Michael & Rafael Hospital | Jan 2022- Present Managed patient scheduling, documentation, and follow-up reminders using EHR systems. Partnered with physicians to transcribe real-time notes during virtual consultations. Ensured compliance with HIPAA protocols when handling sensitive data and patient records. Improved record accuracy and appointment efficiency by 30% through structured updates. Customer Care Representative | Virtual Assitant Sam Armani Company Ltd | Jan 2021- March 2023 Delivered multichannel support via virtual platforms and phone, facilitating seamless communication, accurate appointment scheduling, and timely client follow-ups across distributed teams. Provided empathetic and solution-focused customer care in high-pressure scenarios, consistently maintaining a professional tone and achieving a 95%+ client satisfaction rate. Managed and updated digital records using CRM tools such as Zendesk, HubSpot, and Google Workspace, ensuring 100% data accuracy and HIPAA-compliant documentation. Collaborated with cross-functional teams to optimize workflows, reduce response times by 20%, and resolve client concerns swiftly through coordinated internal communications. Demonstrated strong multitasking, documentation, and problem-solving skills, handling an average of 50+ inquiries daily with high precision and care. CORE SKILLS & TOOLS Multichannel support Customer satisfaction Customer Support (Email, Chat, Phone) CRM (Zendesk, HubSpot, Apollo, Google Workspace) Workflow optimization HIPAA compliance Data accuracy Appointment scheduling Internal communications Client retention Documentation and recordkeeping Remote Tools: Zoom, Slack, Google Meet CERTIFICATIONS & TRAINING Certified Nursing Assistant (CNA) HIPAA Compliance Certification Microsoft Office Suite (Completed) On Demand IT Skills: Certified Customer Excellent ( Digital Witch) Mathematics Education(BSc)- Enugu State University of Science & Technology -) LANGUAGES English: Fluent Pidgin English: Fluent Igbo: Fluent Finnish: Basic