Uchechukwu Agatha Nnaji

UCHECHUKWU AGATHA NNAJI Enugu, Nigeria | LinkedIn Professional Summary Customer-focused Support Specialist with 4+ years of experience delivering high-volume, multi-channel support in sales, pharmaceutical, and cooperative sectors. Expert in CRM systems (HubSpot, Zendesk, Freshdesk) and problem resolution. Successfully handled 50+ daily customer inquiries, achieving 95%+ satisfaction rates, reduced complaint escalation by 40%, and increased repeat customer orders by 25%. Skilled at active listening, de-escalation, and creating a personalized “WOW” experience in every interaction. Proven ability to streamline support processes, boost retention, and improve response times, consistently exceeding performance expectations. Key Skills & Competencies • Multi-Channel Customer Support (Phone, Email, Chat) • CRM Tools: HubSpot, Zendesk, Freshdesk, Salesforce basics • Active Listening & Emotional Intelligence • Problem Solving & Troubleshooting • Complaint Handling & Conflict Resolution • Customer Retention & Relationship Building • Google Workspace, Microsoft Office, Slack • Documentation & Reporting • Team Collaboration & Training Work Experience Sales Customer Support | Precious – Full-time Sep 2024 – Present | Remote • Managed 30+ daily customer inquiries via phone, email, and chat, maintaining 95%+ satisfaction rates. • Resolved complaints and escalations, reducing complaint escalation by 40% and improving repeat business by 25%. • Documented customer interactions and tracked inquiries using CRM tools, ensuring accurate follow-up and resolution. • Assisted in onboarding and training new team members, improving team response times by 20%. Sales Manager | China Shineway Pharmaceutical Group Ltd – Full-time Jan 2023 – Aug 2024 | Remote • Oversaw daily sales and customer support operations, managing inquiries from 40+ clients daily. • Provided solutions and guidance using active listening and problem-solving, increasing repeat client orders by 20%. • Maintained accurate customer data in CRM systems, enabling faster response times and smoother order processing. • Collaborated with cross-functional teams to resolve product or service issues within 24 hours. Administrative Assistant | Modesty Multipurpose Cooperative – Full-time Nov 2019 – Dec 2022 | On-site • Handled 30–40 daily customer inquiries via phone, email, and in-person, ensuring timely and accurate responses. • Documented interactions, maintained member records, and streamlined administrative processes, reducing errors by 30%. • Supported internal teams with scheduling, reporting, and operational tasks to improve overall efficiency. Education Bachelor’s Degree, Public Health | BYU-Pathway Worldwide 2026 – Present Training & Certifications • Customer Service, Problem Solving, Troubleshooting – Udemy (2024) • Customer Service: Serving Customers through Chat & Text – LinkedIn Learning (2024) • In-Demand IT Skills Training – Digital Witch Support Community (2025) • Effective Communication: Speaking Your Customers’ Language – LinkedIn Learning (2024) • Effective Communication Skills for Service Workers – Coursera (2025)