Onyinyechi Vera Enyimba

ONYINYECHI VERA ENYIMBA     Abuja FCT, Nigeria +234‑- ‑- https://www.linkedin.com/in/veraenyimba/ Professional Summary Dynamic and results-driven Customer Service Professional with over a decade of experience in dynamic and fast-paced environments. Demonstrated ability to handle customer inquiries, resolve issues, and ensure satisfaction through personalized service delivery. Skilled in building strong relationships and adapting to evolving customer needs, resulting in increased customer loyalty and retention. Proficient in leveraging effective communication and problem-solving skills to enhance the customer experience and drive company goals. Experienced in virtual assistance and proficient in CRM tools and Microsoft Office Suite. Committed to delivering excellence in customer service and contributing positively to team dynamics. Skills Customer Service Virtual Assistance Complaint resolution Email/Chat Support Effective Communication Troubleshooting CRM Tools (HubSpot, Freshdesk, Trello, Monday.com ) Microsoft Office Suite Google Workspace Time Management Call Documentation Problem-solving aptitude Customer Service Virtual Assistance Complaint resolution Order Processing Email/Chat Support Effective Communication Troubleshooting Administrative Support CRM Tools (Hubspot, Freshdesk, Trello, Calendly, Monday.com ) Microsoft Office Suite Data Entry Appointment Scheduling Google Workspace Time Management Calendar Management Call Documentation Problem-solving aptitude Work History Customer Support Specialist, Telemarketer and Cold Caller Nile University of Nigeria – Abuja, FCT. September 2022 to Present Provided outstanding customer support via phone, chat and email Maintained and updated customer records using CRM tools, ensuring accuracy and efficiency in client management Supervise both inbound and outbound calls Builds rapport with customers to closely understand their preferences and needs, leading to more targeted and appreciated service delivery. Proactively identify solutions to issues our customers may have. Provide our customers with technical support when navigating our website Generates leads through events and programs Cold call leads to get quality and follow up Plays a key role in complaint resolution by collaborating with various departments, which decreased escalated customer complaints. Scheduled and coordinated team meetings and appointments, improving communication and team productivity. Drafted professional email correspondence and internal reports, ensuring timely and effective communication across departments. Customer Care Executive EMTS, Etisalat Nigeria (9Mobile) – Kano, Kano State. May 2012 to August 2022 Provided outstanding customer support via phone Maintained and updated customer records using CRM tools, ensuring accuracy and efficiency in client management Recognize customer needs and help customers with the features of various available products and services Evaluate, report and document product malfunctions Document internal databases with information about issues and useful discussions with customers Monitor and resolve customer complaints via different channels. Organize feature requests and effective workarounds with team members Educate customers about new features and functionalities Follow up with customers to ensure their technical issues are resolved Gather customer feedback and share it with the Product, Sales and Marketing teams Scheduled and coordinated team meetings and appointments, improving communication and team productivity Support and training of new Customer Support Representatives Sales Manager Amadera Resources – Abuja, FCT September 2011 to April 2012 Developed and executed sales strategies to meet or exceed sales targets Lead and managed a sales team, including recruitment, training, and performance management Built and maintained relationships with key customers and partners Analyzed sales data and market trends to identify opportunities and challenges Collaborating with cross-functional teams, such as marketing and product development Quality Control/ Assurance Specialist (NYSC) Unique Pharmaceuticals Limited – Sango-Ota, Ogun State April 2009 to April 2010 Ensure strict adherence to standard operating procedures (SOP) Carryout validations and calibrations with documentation of the apparatus Carryout water analysis and stability test of finished products/raw materials Chemical Pathology Intern Abia State University Teaching Hospital – Aba, Abia State January 2006 to July 2006 Attend to patients Carryout biochemical assays Get results which is feedback to doctors for commencement of treatment Education 2007 Bachelor of Science: Biochemistry Abia State University - Uturu, Nigeria TRAINING/ CERTIFICATIONS Proficiency Certificate in Management – Nigerian Institute of Management | 2010 Winning with Influencing and Assertiveness Skill Certificate – Lagos Business School | 2020 Inclusive Leadership Certificate – LinkedIn | 2022 Critical Thinking and Problem Solving – LinkedIn | 2023 Time Management – LinkedIn | 2022 Becoming a Customer Service Super Star – Ilearn | 2022 Developing Emotional Intelligence – LinkedIn | 2022 Using feedback o drive performance – LinkedIn | 2022