Chidimma O.
✨ Newly AddedCustomer services
Notable Highlight
Notable Highlights Over five years of experience in customer support, sales support, and virtual assistance in remote and customer-facing environments. Managed customer communications, CRM systems, administrative operations, and workflow automation.
Experience Summary
E-commerce and Digital Marketing professional with over 10 years of success leading digital commerce, customer acquisition, retention, and growth strategies across retail and insurance industries. Strong background in e-commerce management, digital transformation, performance marketing, CRM, customer lifecycle management, and omnichannel marketing. Proven ability to increase online sales, optimize digital campaigns, improve customer retention, and lead cross-functional teams while managing commercial performance and operational execution. Experienced in SEO, SEM, email marketing, growth marketing, digital loyalty programs, and analytics. Hands-on expertise in Salesforce, VTEX, Marketing Cloud, Google Analytics, Google Ads, Meta Business Suite, Power BI, and SQL. Master's degree in Marketing with specialization in Digital Marketing. Proficient in English (B2) and intermediate Portuguese.
Key Achievements
Significant Achievements - Improved customer retention by 60% and increased customer satisfaction by resolving inquiries efficiently and delivering consistent, high-quality support. - Contributed to a 25% increase in revenue through effective upselling and cross-selling while consistently meeting sales objectives. - Automated administrative workflows using Zapier, saving more than 10 hours per week and improving operational efficiency. - Increased email campaign performance by achieving a 40% improvement in open rates and a 25% increase in reply rates through targeted outreach and A/B testing. - Supported applicants throughout a multi-stage scholarship selection process, providing timely assistance, resolving technical issues, and contributing to a positive applicant experience.
Skills
Work Experience
Customer Support Intern
1ICCAI · May 2026 – Present
- Provide end-to-end support to students applying for the IREF (Intellectual Evolution Scholarship) throughout the entire selection process.
- Guide applicants through account creation, portal registration, and exam scheduling—resolving technical blockers to ensure a smooth exam experience.
- Support candidates through Stage 1 (online exam) and Stage 2 (interview), ensuring timely progression to the final selection stage.
- Respond to applicant queries promptly via multiple channels, maintaining high response accuracy and reducing applicant dropout due to portal confusion.
- Apply strong empathy and active listening skills to de-escalate frustration among applicants facing persistent technical issues, turning negative experiences into positive outcomes.
- Collaborate with the internal team to flag recurring portal issues and recommend process improvements to reduce applicant friction.
- Maintain a calm, professional, and encouraging communication style that helps applicants feel supported and confident throughout the process.
Customer Support & Sales Specialist
OBIGR · January 2020 – Present
- Deliver high-quality customer support across phone, email, and in-person channels, achieving a 60% increase in customer retention.
- Resolve customer complaints efficiently, improving satisfaction ratings by 45%.
- Manage sales operations and consistently exceed monthly sales targets.
- Upsell and cross-sell products, contributing to a 25% increase in revenue.
- Conduct after-sales follow-ups to strengthen customer loyalty and repeat business.
- Maintain accurate customer and sales records for reporting and CRM tracking.
- Assist with inventory management and order fulfilment.
- Train new team members on customer service standards and product knowledge.
Email Marketing & Lead Generation Intern (Remote)
GT · August 2025 – September 2025
- Research and generate high-quality B2B leads using Apollo.io and Clay, building targeted lists aligned to ideal customer profiles.
- Create and launch personalised email campaigns across multiple platforms, increasing open rates by 40% and reply rates by 25%.
- Conduct A/B testing to optimise subject lines and email content; maintain 98% deliverability through clean contact database management.
- Monitor campaign metrics (open rate, CTR, bounce rate) and report insights to improve lead-to-conversion outcomes.
- Manage domain warm-up and sender reputation to improve inbox placement.
Virtual Assistant Intern (Volunteer, Remote)
DWSC · July 2025 – September 2025
- Manage customer support tickets using HubSpot and Freshdesk; create and track tasks in Trello, ClickUp, and Asana.
- Automate workflows using Zapier, saving over 10 hours weekly.
- Organise cloud storage systems and manage email inboxes using filters and automation for improved team accessibility.
- Schedule tasks and events using Reclaim.ai to enhance productivity and calendar efficiency.