Zainab

Zainab Aliyu
Customer Support Specialist
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Professional Summary:
Dedicated and customer-focused Customer Support Specialist with extensive experience in providing exceptional service and support in the healthcare and orthodontic sectors. Proven ability to achieve high client satisfaction ratings through effective communication, problem-solving, and personalized assistance. Skilled in contract and account management, customer relationship management, and project management. Adept at leveraging digital tools and platforms to optimize service delivery and enhance client engagement. Committed to continuous learning and staying updated on industry trends to deliver informed and effective support solutions. Proficient in G-Suite, Slack, Asana, HubSpot, Zendesk, and Zoho CRM.
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Technical Skills:
• Contract & Account Management
• Customer Relationship Management
• Prospecting & Negotiation & Budgeting
• Lead Generation & Portfolio Management
• Customer Renewal & Retention Strategies
• Product Research, Inbound & Outbound Sales
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• Project Management & Data Analysis
• Strategic Partnerships & Insights Generation
• Account Expansion, Cross-selling & Upselling
• Customer Training and Onboarding, Salesforce
• Cultural Sensitivity & Asynchronous working
• G-Suite, Slack, Asana, HubSpot, Zendesk, Zoho CRM
Professional Experience:
Customer Support Representative |Orthodontic Experts Inc - USA (November 2023 to date)
• Communicated professionally with clients via phone, email, and online platforms, ensuring prompt and effective resolution of inquiries and concerns, achieving a 95% client satisfaction rating.
• Provided exceptional support and assistance to over 20 orthodontic clinics across the United States, ensuring their operational needs were met and coordinating necessary support services, resulting in a 20% improvement in clinic efficiency.
• Successfully resolved clinic-related issues and inquiries, contributing to improved operational efficiency and patient satisfaction, enhancing overall service quality.
• Built and maintained strong relationships with orthodontic clinics, fostering trust and collaboration through proactive communication and support, which led to a 15% increase in client engagement and retention.
• Regularly updated knowledge on industry trends and best practices in orthodontics, dentistry, and customer support, enhancing service delivery and client satisfaction through informed and effective support solutions.
Customer Support Representative |MD Group, Pharmacy- USA (June 2022 – October 2023)
• Professionally assisted clients in the USA via phone calls, ensuring comprehensive access to their healthcare benefits and services in the medicine and pharmacy sectors, achieving a 95% customer satisfaction rating by effectively addressing inquiries and providing accurate information.
• Educated clients on maximizing their healthcare benefits and navigating complex healthcare systems, including prescription medication coverage and pharmacy services, resulting in a 20% increase in client utilization of available benefits.
• Provided proactive guidance and support to clients, enhancing their understanding and access to healthcare resources, and contributing to a 90% first-call resolution rate, minimizing the need for escalations and ensuring a seamless customer experience.
• Participated in ongoing training and development programs to stay current on medicine and pharmacy-related topics, ensuring up-to-date expertise and delivering informed and effective support to clients.
• Built strong relationships with clients through personalized consultations and proactive communication, fostering trust and collaboration, which led to improved client engagement and satisfaction.
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Education:
• Bachelor of Science |Medicine & Surgery |Kyiv Medical University of UFM - Kyiv, Ukraine
Certifications:
• Google Data Analysis |Coursera
• Project Management |Coursera
• Emotional Intelligence Essentials |Coursera
• Selling Skills & Communication Skills |Alison
• Customer Journey Mapping |LinkedIn Learning
• Personal Effectiveness & Change Management |Alison
• Brand Management, Aligning Business Brand & Behavior Programming |Coursera