Peace

OZONNADI PEACE AMARACHI 📍 3rd Avenue, Gwarimpa, FCT Abuja 📧-| 📞 - 🔗 LinkedIn: www.linkedin.com/in/peace-ozonnadi- PROFESSIONAL SUMMARY Results-driven Customer Support Specialist with a proven technical support, customer engagement, onboarding, and relationship management track record. Highly skilled in CRM tools, technical troubleshooting, and administrative functions. Passionate about creating positive customer experiences through effective communication, diligence, and integrity. CORE SKILLS & COMPETENCIES ✔ Customer Support & Client Relations | ✔ Onboarding & After-Sales Management ✔ Technical Support & Troubleshooting | ✔ CRM & Ticketing Systems (Amadeus, Microsoft Dynamics, Zendesk) ✔ Sales & Business Development | ✔ Project & Team Management ✔ Social Media Engagement & Content Creation | ✔ Microsoft Suite, Google Suite, Slack, Zoom ✔ Process Optimization & Workflow Management | ✔ Administrative Support & Data Entry PROFESSIONAL EXPERIENCE Business Development Manager (Hybrid) 📌 Ara Contemporaries & Alpha med Limited, Abuja | July 2024 – Present • • • • • • Developed and implemented business growth strategies that expanded the company’s business by 70%. Research healthcare institutions and decision-makers to build a qualified pipeline. Manage social media, WhatsApp, and email engagement to promptly respond to clients' queries. Conduct customer support training, ensuring excellent service delivery. Set appointments for field sales representatives and ensure smooth handoff of qualified leads to the sales team. Organize virtual meetings and administrative tasks to support management. Onboarding & After-Sales Manager (Remote, Part-Time) 📌 Virtue Corporation Limited, Hong Kong | September 2023 – September 2024 • • • • Responded to customer inquiries, complaints, and escalations via live chat, achieving a 95% satisfaction rating. Assisted clients in onboarding, guiding high-profile customers through registration and order processing. Monitored and supported live chats and emails team members with troubleshooting order issues and providing prompt resolution. Updated the FAQ with recent product information, thereby reducing incoming chat inquiries by 40%. Founder & Project Manager (Remote) 📌 Vital Assistant Services Limited, Abuja | May 2023 – Present • • • • Provides career coaching, customer service training, and mentorship. Conduct product demonstrations to drive conversion rates. Organizes and coordinates workshops, webinars, and networking events. Manage partnerships and business development strategies. Onboarding & Customer Support Specialist (Hybrid) 📌 Clipboard Health, United States (Remote) | May 2022 – September 2023 • • • • Onboarded new clients on the application, leading to a 95% client increase. Identified bugs with the SaaS platform and collaborated with the technical team to provide resolution and help improve internal processes. Optimized CRM data for accurate tracking and reporting. Promptly and professionally managed customer support operations via email and live chat. Cloud Support Engineer/Subscription Manager (Hybrid) 📌 Tek Experts, Victoria Island Lagos | April 2018 – August 2022 • • • • • • • • Assisted with billing, subscription & account management, and access control Provided remote IT support for Microsoft Azure & cloud-based solutions, and resolved 70% of issues remotely. Led client onboarding and troubleshooting via remote desktop tools. Managed customer queries via email, phone, and chat. Implementing and managing Azure Storage services. Deployed network services and Network Security Groups on Azure. Successfully migrated customers’ resources from the On-Premises directory to Azure. Good knowledge and use of Microsoft applications, eg: Office 365, Virtual Machines, Dynamics, Microsoft Teams, etc. Customer Relations Manager/Inside Sales Specialist 📌 Access Bank PLC, Victoria Island, Lagos | April 2014 – March 2018 • • • • • Assisted with billing, subscription & account management, and access control Managed account activations, payments, and banking solutions for clients. Delivered customer support via email, chat, and phone, resolving issues efficiently. Conducted staff training on banking products and customer service. Onboarded customers on the bank's Mobile and Internet banking applications, which increased product usage by 90%. EDUCATION & CERTIFICATIONS 🎓 Master's of Information Management – Ahmadu Bello University (2025) 🎓 Bachelor of Science (Biology Science) – Nnamdi Azikiwe University, Awka (2010) 📜 High School Diploma in Computer Applications – Nnamdi Azikiwe University, Awka (2010) 📜 Senior School Certificate Examination (SSCE) – ST. Cyprian Special Science School, Nsukka (2004) Certifications • Developing Microsoft Azure Solutions – Tek-Experts & Microsoft (2019) • Project Management & Sales – Udemy (2020) • Product Management – Entry-Level Online School (2023) • Marketing & Communication – International Business Management Institute (2023) TECHNICAL SKILLS & TOOLS 💻 CRM & Ticketing Tools – Amadeus, Microsoft Dynamics, HubSpot, Salesforce 💻 Communication Tools – Slack, Zoom, Microsoft Teams, Google Suite 💻 Project Management – Asana, Trello 💻 Technical Support & Remote Tools – LogMeIn, Remote Desktop Apps VOLUNTEERING & COMMUNITY ENGAGEMENT • Provided free training in soft skills and remote job opportunities for 200+ women. • Active member of The Hype Foundation, empowering young children in Nigeria. • Speaker at The Black Hand Pan Africa Community on the importance of health insurance. HOBBIES & INTERESTS 📚 Research | 🎤 Coaching | 🍳 Cooking | 👗 Fashion Designing REFERENCES Available upon request.