Ukeje Amarachi

Ukeje Amarachi Calabar, Nigeria | -- PROFILE SUMMARY Detail-oriented and proactive Customer Support Specialist with over six years of experience in live chat, healthcare support, and digital marketing for OnlyFans, healthcare, and restaurant industries. Known for fast response times, empathy, and the ability to resolve issues efficiently through live chat and CRM tools. Strong track record of exceeding key performance indicators (KPIs) in customer satisfaction, first-contact resolution, and response time. Skilled in troubleshooting, customer relationship management, and attention to detail, making me a strong candidate for fast-paced, customer-centered roles CORE COMPETENCES • Patient Scheduling • Interpersonal Skills • Active listening • Problem solving • Empathy and patience • Confidentiality Compliance •Electronic Health Records (EHR) Management Savvy • Communication skills • Time management • Positive knowledge • Conflict resolution • Tech PROFESSIONAL EXPERIENCE Live Chat Support Specialist-OF Chatter | California     February 2024 –Present  Respond to high volumes of customer inquiries through live chat with attention to detail and confidentiality. Handle customer needs, from initial onboarding questions to ongoing support, ensuring fast response times to keep clients engaged. Troubleshoot technical issues by providing step-by-step assistance, escalating complex issues as needed to higher support teams. Maintain a comprehensive, organized log of all customer interactions and resolutions using CRM systems.  Text Message Marketing Specialist | Los Angeles August 2024     January 2024 – Managed and optimized SMS campaigns for customer engagement, focusing on promotions, new services, and customer feedback. Analyzed campaign effectiveness to refine messaging and improve open and conversion rates, adapting strategies based on customer engagement. Collaborated with the restaurant’s marketing team to create customer-centered communication that drove bookings and positive brand perception. Monitored response times and maintained organized communication records within CRM software, ensuring a seamless and responsive customer experience. Customer support | Orenda Psych-New York , USA 2023         January 2023 – October Provided high-quality customer support through various channels, resolving inquiries on the first contact. Collaborated with cross-functional teams to enhance customer experience, resulting in a 20% increase in customer satisfaction ratings Responded to customer emails and voicemails, providing timely and informative responses to enhance customer experience. Identified and resolved customer issues using Ring central CRM software, maintaining a high-resolution rate. Fixed insurance issues ( medicaid , Cigna ,United Healthcare, aetna ) Maintained customers information and documents, obtained names, addresses and entered data into the software. Increased Revenue and cash inflow by 20%. Awarded Closer of the month consecutively for 6 months. Sales Executive-Customer support| Advanced plastic surgery solutions - Atlanta, Georgia January 2022 – June 2023          Answered and managed over 150 inbound and outbound calls daily, providing information and resolving customer inquiries efficiently. Utilized Zendesk CRM software to schedule, reschedule, and cancel appointments, ensuring accurate and timely updates. Researched information and provided comprehensive responses to customer queries, enhancing service delivery Followed up on customer calls to ensure satisfaction and foster long-term relationships. Managed and grew a portfolio of over 200 clients, resulting in a 30% increase in sales revenue. Provided post-sale support to ensure customer satisfaction and retention. Increased customers retention by over 10% Escalated customer’s issues and followed up till all issues was resolved Grew Customer’s base by being empathetic and active listening. Customer support | Sunrise Enterprise – San fransico, California 2022      February 2021 – April Resolved Customer’s inquiries and issues via phone , email and live chat with a 95 % satisfaction rate. Trained and mentored new customer support representatives. Developed and maintained a knowledge base of product, created SOPs and troubleshooting steps. Collaborated with the technical team to identify and resolve recurring issues. Managed customer accounts and updated CRM with detailed notes. Appointment setter | Global Reach – Austin, Texas 2020      November 2019 – December Scheduled over 150 appointments per week for the sales team through outbound calls and email campaigns. Utilized CRM software to track leads, appointment and follow-up actions. Coordinated with sales representative to ensure a smooth transition from lead generation to appointment. Maintained a detailed log of customer interaction and feedback for process improvement. Monitored product performance metrics, analyzing user feedback, and conducting datadriven analysis to identify area of improvement and drive iterative enhancement to our product and services. Telemarketing | Global Connect – Tamarac, Florida January 2017 – October 2019  Conducted outbound calls to potential customers, generating leads and setting appointments for the sales team.  Achieved a 20% conversion rate on outbound and inbound calls through effective communication and persuasion.  Maintained accurate records of calls and customer interactions in the CRM system.  Participated in training sessions to improve sales techniques and product knowledge.  EDUCATION • University of Calabar, Calabar|- Bachelor of Science (Chemistry) • University of Calabar, Calabar|- Bachelor of Science (Biomedical Science ) CERTIFICATIONS Business Analysis Fundamentals Beginner to PROject Manager Customer is the Hero Customer Service : Problem solving and trouble shooting REFERENCES Available on Request