Chinemerem Ozor

CHINEMEREM OZOR Nigeria ♦ -- PROFESSIONAL SUMMARY Resourceful Customer Relations Specialist with 3+ years of experience in customer loyalty-building and executive support, with diverse industry exposure including technology and media. With a record of supporting business needs with well-organized precision and expertise in providing exceptional administrative support, diffusing irate customers, escalation, sales and lead generation. SKILLS • • • • • Customer Service, Emotional intelligence Teamwork, Active listening Business operations, Proactive thinking Client relations and management Administrative support, Self-leadership • • • • • Creative problem solving Verbal and written communication Client Needs Assessment, Onboarding Customer Complaint Resolution Mass Communication, Leadership WORK HISTORY Lead Generation Specialist and Appointment Setter | BTRS Corporation (Remote) ─ 02/2022 to 03/2023 • Monthly Increased the organization’s client base by 12% by conducting targeted outreach on LinkedIn to connect with key decision-makers and potential clients in various industries, including tech, media, and production. • Leveraged LinkedIn Sales Navigator and other tools to optimize lead-generation strategies and continually expand the agency's network by 8%. • Proven ability to identify promising leads and effectively schedule meetings to discuss potential partnerships and project requirements. • Successfully converted at least 5 leads to paying clients each month. • Utilized Google Spreadsheet and Trello to diligently document and update daily activities, ensuring accurate and organized lead generation tracking thereby reducing repetitions and errors by 23%. Customer/Technical Support Specialist | Odenigbo 99.1 FM - Anambra state ─ January 2021 to February 2022 • Maintained and increased customer satisfaction by 7% through forward-thinking strategies focused on addressing clients’ needs and resolving their concerns. • Restructured customer experience by consistently diffusing irate customers on the spot through effective communication and emotional intelligence, which led to a 12% increase in customer satisfaction and retention. • Reached out to customers after completing their advertisement requests to evaluate their satisfaction and determine ways of possible improvement. • Reviewed 10+ stories and programs daily to detect errors and ensure that content quality aligns with the organization’s image and is consistent with the policies of the National Broadcasting Commission before they are aired. • Onboarded over 12 clients each day on the proper use of studio equipment and addressed both technical and nontechnical concerns to ensure they got the full benefits from using the services provided. NYSC (Public Education/Mass Communication Associate) | Delta State Orientation Bureau ─ May 2019 to May 2020 • Engaged in proactive public education and outreach initiatives within small communities, delivering vital information to residents on critical social, environmental, and health-related topics, including COVID-19 and region-specific health risks resulting in a 4% reduction in the transmission of communicable diseases. • Collaborated with senior leadership for radio and television interviews, articulating the state government’s approach to matters of public concern. • Increased impact of mass public education by 5% through demonstrated ability to effectively convey complex information to diverse audiences. • Organized and attended meetings and compiled related documents and reports. • Maintained an efficient and well-organized filing system for easy storage and retrieval. • Participated in on-site health awareness outreach, using relatable lingua to enlighten the audience on healthcare practices and protection against regional peculiar health hazards resulting in a 4% reduction in the transfer of communicable diseases. EDUCATION Bachelor's Degree - Philosophy, 2018 Chukwuemeka Odumegwu Ojukwu University, Anambra State, Nigeria TRAINING Responding to Visitor Phone Enquiries, Understanding Complaint Handling Procedures - Forage ─ August 2023 Technical Support Fundamentals - Google ─ July 2022 Building Rapport with Customers - LinkedIn Learning ─ February 2022 Customer Service Foundations - LinkedIn Learning ─ February 2022 Universal IT Training - Anambra State University ─ March 2018