Okwaraji Amarachi Hope

OKWARAJI AMARACHI HOPE Sales & Customer Support Professional | Appointment Setter | Lead Generation Specialist Port Harcourt, Nigeria PROFESSIONAL SUMMARY Results-driven Sales and Customer Support Professional with 2+ years of experience spanning the full customer journey — from cold outreach, lead generation, and appointment setting to closing deals and delivering exceptional post-sale customer support. Proven ability to grow customer engagement by 100%, improve client satisfaction by 40%, and build high-quality sales pipelines. Skilled in CRM management, objection handling, conflict resolution, inbound and outbound support, and executing data-driven strategies for remote and international teams. A calm, empathetic communicator who consistently turns prospects into loyal, long-term clients. CORE COMPETENCIES Sales & Revenue: Cold Calling & Outbound Prospecting | Sales Closing & Negotiation | Appointment Setting | Lead Generation | Pipeline Building | Upselling & Cross-Selling | SDR / Sales Development Customer Support: Inbound & Outbound Support | Ticket & Query Resolution | Client Onboarding | Conflict Resolution & De-escalation | Live Chat & Email Support | Customer Satisfaction (CSAT) | Client Retention Tools & Systems: HubSpot | Zoho CRM | Zendesk | Slack | Trello | ClickUp | Monday.com | Microsoft Office | Google Workspace Soft Skills: Active Listening | Objection Handling | Empathy | Remote Collaboration | Data Entry & Reporting | Relationship Management PROFESSIONAL EXPERIENCE Sales & Customer Support Manager Aacho Farms and Allied Services | Port Harcourt, Nigeria | February 2024 – Present • Executed daily cold calling campaigns of 50 to 200 calls per week, qualifying prospects and booking discovery calls that contributed to a 2x increase in pipeline value. • Drove customer engagement from 30% to 60% through targeted outbound prospecting, personalized follow-up sequences, and strategic appointment setting. • Delivered front-line customer support by resolving product and service inquiries, handling complaints professionally, and ensuring every client left satisfied. • Managed end-to-end sales cycles from lead generation and qualification to closing, consistently meeting and exceeding monthly revenue targets. • Maintained and updated CRM systems (HubSpot and Zoho) with accurate contact records, pipeline stages, support tickets, and activity logs for seamless team collaboration. • Developed upselling and cross-selling strategies that increased average deal value while deepening client relationships and improving retention rates. • Built long-term client relationships through consistent follow-up and proactive after-sales support, resulting in measurable repeat business growth. Client Relations & Customer Support Officer JMO Agro Limited | Port Harcourt, Nigeria | June 2022 – December 2023 • Managed a portfolio of key client accounts, serving as the primary point of contact for onboarding, ongoing support, and relationship development. • Resolved customer complaints, queries, and escalations with professionalism and fast response times, achieving a 40% improvement in customer satisfaction scores. • Handled inbound and outbound communications including calls, emails, and follow-ups, ensuring clients received timely, accurate, and empathetic responses. • Conducted outreach and follow-up communications to maintain client engagement and identify upsell and cross-sell opportunities. • Maintained accurate CRM records, client reports, and activity logs to support management decision-making and improve service delivery. • Improved operational efficiency by streamlining client communication workflows and reducing average resolution time. KEY ACHIEVEMENTS • Doubled customer engagement rate from 30% to 60% within 12 months through targeted outbound sales and proactive customer support strategies. • Achieved a 40% improvement in customer satisfaction scores by implementing fast-response client support systems and empathetic communication practices. • Consistently managed and nurtured 50 to 200 leads per week, maintaining a high-quality pipeline with strong conversion rates. • Successfully handled customer complaints and escalations with a calm, solution-focused approach, turning dissatisfied clients into loyal repeat customers. • Built long-term client relationships that resulted in sustained repeat business, reduced churn, and strong client referrals. • Demonstrated strong objection handling and negotiation skills, closing deals and resolving concerns across diverse industries. EDUCATION Bachelor of Agriculture (Crop Science) Imo State University, Owerri, Nigeria | 2023 CERTIFICATIONS • Virtual Assistant & IT Skills Training — Digital Witch Support (February 2026) • Institute of Safety Professionals of Nigeria — Certified Member (March 2026) • Nigerian Institute of Management (Chartered) — Certified Member (March 2026)