Sandra

SANDRA ORJI
CUSTOMER SUPPORT SPECIALIST / SALES EXECUTIVE
Abuja, Nigeria | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY

Dynamic and results driven professional with a proven track record in driving
sales growth and enhancing customer satisfaction. Skilled in lead generation,
upselling, digital marketing, and effective client issue resolution. Proficient in
CRM systems, client retention strategies, and delivering impactful customer
experiences.

CORE COMPETENCIES

 Customer Service & Issue Resolution
 CRM Tools: Zoho, Hub Spot, GHL
 Multichannel Support: Phone, Email & Live Chat
 Troubleshooting & Conflict De-escalation
 Customer Retention & Upselling
 Client On boarding & Relationship Management
 Call Documentation & Ticket Tracking
 Bookkeeping & Administrative Support
 Proactive & Multitasking Ability
 Sales & Lead Generation
 Oral & Written Communication
 Active Listening & Quick Thinking
 Empathy & Interpersonal Skills

PROFESSIONAL EXPERIENCE

REMOTE CUSTOMER SUPPORT REPRESENTATIVE
Milestone Home Healthcare Support Services, Tennessee Nashville USA
+1 (615 7102042) | MAY 2024 – Present

 Respond daily to patient and caregiver inquiries regarding care schedules,
ensuring accuracy and promptness.
 Delivered support with a compassionate tone, improving client feedback
scores by 30%.
 Reduced missed appointments by 40% through effective communication and
reminder systems.
 Supported service documentation and follow-up communications, enhancing
care team coordination.
 Consistently recognized for empathy, patience, and professionalism in
dealing with vulnerable clients.

REMOTE SALES REP. / APPOINTMENT SCHEDULER & V A
APEX VISION FITTNES AND WELLNES | TORONTO CANADA
+1 (905 9142708) | Aug 2024 – Nov 2024

 Converted 35% of trial users into paying clients through persuasive follow-
ups and trust-based selling.
 Upsold service add-ons, contributing to a 20% boost in customer retention
and recurring revenue.
 Handled 50+ weekly client inquiries via email, social media, and live chat,
maintaining a 98% satisfaction rate.
 Scheduled appointments using Calendly and coordinated seamless
onboarding for new clients.
 Resolved 100% of support tickets within 24 hours for three consecutive
months.

TERITORY SALES MANAGER
Spectranet 4G LTE Internet Services (Abuja, Nigeria) |Feb 2014 – April 2023

 Drove territory sales by upselling broadband subscription plans and
hardware, boosting monthly revenue by 15%.
 Delivered first-call technical and customer support, resolving 90% of service
issues promptly.
 Led device training for over 300 customers, improving user confidence and
satisfaction.
 Spearheaded a service upgrade campaign that enhanced customer retention
by 25%.
 Consistently ranked among the top 5 performing agents nationwide, with a
98% customer satisfaction rating.
 Managed key client relationships across the territory, ensuring continued
loyalty and service renewals.

EDUCATION
 PGD, Mass Communication – National Open University, Abuja
 HND, Business Administration – Dorben Polytechnic, Abuja
 OND, Mass Communication – Dorben Polytechnic, Abuja
TECHNICAL SKILLS
 CRM & Support Tools: Zoho, HubSpot, GHL, Salesforce, Zendesk.
 Communication: Slack, Zoom, Google Meet, Notion, liveChat,
 Scheduling & Productivity: Calendly, Google Workspace, Excel, MS Office.
 Email marketing and Management.
 ChatGPT, Friday AI

LANGUAGES
English – Fluent