Sonia

Sonia Ifeatu Nnamani Nigeria, Enugu Linkedin: https://linkedin.com/in/ifeatu-nnamani sonia ifeatu NNAMANI PROFESSIONAL EXPERIENCE Resourceful Customer Success and Operations Support Specialist with 7+ years of experience improving client satisfaction and optimizing business performance. Adept at utilizing HubSpot CRM, Trello, Asana, Zendesk, and Google Workspace to streamline workflows and enhance customer experience across onboarding, support, and retention. Recognized for combining strategic insight with execution excellence to strengthen client relationships, boost communication flows, and drive continuous improvement in dynamic environments. Skills & Abilities Strong Communication Skills | Email and Call Management Microsoft Office Suite | Google Workspace Customer Relationship Management | Client Onboarding Time Management | Prioritization Software Proficiency ( Asana, HupSpot, Zendesk, & Microsoft Teams) Experience TITLE: hrm| Administrative associate| Customer Care Representative COMPANY: Tachi Studio - Enugu, Nigeria [February 2024– Present] RESPONSIBILITIES: • Oversaw recruitment, onboarding, and staff scheduling, ensuring adequate staffing and efficiency in daily operations. • Delivered end-to-end administrative support and managed digital brand presence to improve operational efficiency. • Handled 100% of client appointments and bookings, increasing resource utilization by 30%. • Served as primary point of contact, resolving inquiries within 24 hours and achieving a 95% client satisfaction rate. TITLE: ADMINITRATIVE COORDINATOR | CUSTOMER SUPPORT COMPANY: Cornelia International School – Enugu, Nigeria [ Feb 2021 – Aug 2022] RESPONSIBILITIES: • Oversaw executive schedules and daily operations, ensuring seamless coordination between staff, parents and stakeholders. • Handled high volume communications with professionalism, resolving 95% of parent inquiries within 24 hours • Organized and executed events and meetings, increasing stakeholder engagement by 20% TITLE: CUSTOMER SUPPORT | BUSINESS DEVELOPER COMPANY: PAGA– Enugu, Nigeria [May 2019 – April 2020] RESPONSIBILITIES: • Achieved 95%+ customer satisfaction by resolving inquiries and providing multi-channel support. • Conducted client feedback analysis that improved service delivery by 20%. • Resolved 90% of complaints independently, escalating only complex cases. • Maintained accurate client records using CRM, Asana, Microsoft Excel, Outlook, and Word. Education Masters of Public Health (MPH) - University of Nigeria, Enugu State. [01/2019 –11/2021] Bachelor of Science (B.Sc in Microbiology) -University of Jos, Plateau State. [09/2008 – 06/ 2013] certifications ALX Virtual Assistant Certification – ALX Africa | 2025 Social Media Marketing Certification _ HubSpot Academy |2025 trainings Time Management and Productivity – Skillshare, 2025