Onyeoma Vivien Nnamuah
$8/hr
I excel in customer satisfaction, CRM tools and efficiency, driving loyalty and impactful support.
Vivien Nnamuah
No 4 Negedu Avenue, Mararaba, Nasarawa 961003 | - |-|
www.linkedin.com/in/vivien-nnamuah-266a0b124
PROFILE
Experienced Team Leader in Customer Service with 3+ years of proven leadership. Freelance translator
and skilled search engine evaluator. Expertise in driving team performance, enhancing customer
experiences, and optimizing workflows. Proficient pre-auditor with strong research, proofreading, and
detail-oriented abilities. A multilingual communicator with exceptional analytical and problem-solving
skills. Adaptable and detail-oriented, excelling in diverse roles. Ready to leverage a unique blend of
leadership and linguistic abilities to lead teams, enhance customer satisfaction, and contribute effectively
in dynamic environments.
PROFESSIONAL EXPERIENCE
CUSTOMER SUPPORT OFFICER | OASIS MANAGEMENT COMPANY | MARCH 2024 - PRESENT
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Managed customer inquiries and provided timely and effective solutions.
Assisted in developing customer support protocols and processes.
Trained new customer support representatives to ensure a high standard of service.
Achieved a 15% increase in customer satisfaction ratings through excellent service delivery.
Collaborated with developers to test and refine tech tools on both staging and live environments.
Resolved and closed customer support tickets quickly, ensuring fast resolution of issues.
Collected and analyzed feedback to continuously improve customer satisfaction.
Utilized Jira, ClickUp, OS Ticket, and JivoChat to manage customer interactions and support tasks
efficiently.
FREELANCE IGBO TRANSLATOR | TRANSPERFECT | MARCH 2024 – PRESENT
· Deliver high-quality Igbo-English translations with a focus on cultural nuances and accuracy.
· Manage multiple translation projects concurrently, ensuring timely and accurate delivery.
· Collaborate with clients to understand specific requirements and deliver customized translation
solutions.
· Utilize Google Translate, Trados Studio, and Wordfast to ensure efficient and precise translations.
INHOUSE CRM CONSULTANT | OUTSOURCE GLOBAL TECHNOLOGIES (CLAIMANT
MANAGEMENT DATA SOLUTIONS LLC) | JUNE 2023 – FEBRUARY 2024
· Spearheaded the development and implementation of CRM strategies to optimize team performance.
· Collaborated with software experts to design and create an in-house CRM tool.
· Provided ongoing consultation to streamline CRM processes and enhance user experience.
CUSTOMER SERVICE TEAM LEADER | OUTSOURCE GLOBAL TECHNOLOGIES (CITIZENS
DISABILITY LLC) | JANUARY 2021 – FEBRUARY 2024
· Increased first-call resolution rate from 75% to 90% through targeted coaching and process
enhancements.
· Reduced average customer wait times by 20%, resulting in a 10% increase in call volume handled per
day.
· Successfully resolved 95% of escalated customer issues to full satisfaction.
· Fostered a motivated and engaged team by setting clear expectations, providing regular feedback, and
promoting a collaborative work culture.
· Assisted in training and onboarding new team members, reducing their ramp-up time by 25%.
· Utilized Salesforce to log and track call notes and store client information effectively.
· Employed Zoho and Vicidial for customer relationship management and handling high-volume call
traffic.
FREELANCE IGBO TRANSLATOR | RWS MORAVIA | JULY 2021 – JUNE 2023
· Delivered accurate translations with a 99% accuracy rate in cultural nuances.
· Expanded vocabulary knowledge by learning 500+ new terms.
· Managed multiple translation projects simultaneously, ensuring timely delivery.
· Maintained high standards of quality and accuracy in all translation tasks.
CUSTOMER SERVICE REPRESENTATIVE | OUTSOURCE GLOBAL TECHNOLOGIES (CITIZENS
DISABILITY LLC) | MARCH 2020 – DECEMBER 2020
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Provided exceptional customer service, handling inquiries and resolving issues efficiently.
Contributed to a significant increase in customer satisfaction and loyalty.
Utilized Salesforce to log and track call notes and store client information effectively.
Employed Zoho and Vicidial for customer relationship management and handling high-volume call
traffic.
FREELANCE SEARCH ENGINE EVALUATOR | TELUS INTERNATIONAL | MAY 2022 –
DECEMBER 2022
· Evaluated and improved search engine results for relevance and quality.
· Applied linguistic and analytical skills to enhance search engine accuracy.
ENGLISH & LITERATURE TEACHER | METHODIST HIGH SCHOOL | OCTOBER 2018 –
NOVEMBER 2019
· Demonstrated consistent improvement in students' reading, writing, and critical thinking skills.
· Cultivated a deep love and appreciation for literature among students, fostering a lifelong interest in
reading and literary exploration.
EDUCATION & CERTIFICATION
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BACHELOR OF ARTS IN ENGLISH LANGUAGE | CHUKWUEMEKA ODUMEGWU OJUKWU
UNIVERSITY (FOMERLY ANSU), NIGERIA
LINKED IN LEARNING: CUSTOMER SERVICE: PROBLEM SOLVING AND
TROUBLESHOOTING
SIMPLE LEARN: INTRODUCTION TO DATA ANALYTICS
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Skills & Abilities
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CRM Systems (Salesforce, Zoho)
Microsoft Office Suite
Communication Skills
Customer Service
Mentorship and Coaching
Crisis & Conflict Management
CRM Strategy Development
Igbo-English Translation
Cultural Nuance Accuracy
Vocabulary Expansion
Translation Project Management
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Conversion
Identifying KPIs
Emotional Intelligence
Empathy and Adaptability
In-house CRM Implementation
User Experience Enhancement
Quality Assurance
Time Management
Communication Skills
Linguistic Analysis
ADDITIONAL INFORMATION
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LANGUAGES: ENGLISH (FLUENT),
IGBO (NATIVE)
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INTERESTS: LANGUAGE LEARNING,
CULTURAL STUDIES, LITERATURE
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