Emmanuel

Obiajulu Emmanuel
Customer Support & Call Center Specialist | Sales & Lead Genera on | CRM Automa on
📞 [open contact info](look above in the "contact info" section) | ✉ [open contact info](look above in the "contact info" section) |📍 Kaduna, Nigeria

PERSONAL STATEMENT

Customer Support and Support Opera ons professional with 6+ years of experience across customer
service, lead genera on, CRM management, and workflow automa on. Proven ability to resolve
customer issues, manage support ckets, op mize SLAs, and improve customer experience (CX)
through data-driven processes. Experienced in support automa on, cross-func onal collabora on,
and customer onboarding, with a track record of improving opera onal efficiency, reten on, and
service delivery.

KEY SKILLS
 Call Handling & Inbound Support (Aircall, Dialpad, JustCall) ( Skillful )
 Ticke ng & CRM Systems (Zendesk, Freshdesk, Intercom, HubSpot) ( Experienced )
 Customer Query Resolu on & Escala ons ( Experienced )
 Live Chat & Email Support (Gorgias, Crisp, Zoho Desk, Gmail) ( Experienced )
 IT Support & Troubleshoo ng (TeamViewer, AnyDesk, LogMeIn) ( Experienced )
 So Skills: Ac ve Listening, Clear Communica on, Empathy, Pa ence ( Experienced )
 Lead Genera on (Pipedrive, Apollo, Lemlist)
 Teamwork ( Experienced )
 Problem-Solving ( Experienced )
 Time Management (Monday.com, Asana, Zapier,Clickup,Airtable ( Experienced )
 Crea vity ( Experienced )

PROFESSIONAL EXPERIENCE

ERZ Pharmaceu cals Ltd | Lagos, Nigeria
Head of Opera ons | 2023 – Present

 Oversee nationwide operations across customer support, logistics, sales, regulatory
compliance, and production to ensure seamless service delivery.
 Designed and implemented operational workflows that improved service efficiency and
product distribution by 30%+.
 Led cross-functional teams to optimize processes, reduce turnaround time, and improve
customer satisfaction.
 Established and managed relationships with hospitals, distributors, and healthcare agencies to
enhance customer retention and service coverage.
 Led CRM and ERP implementation to support ticket tracking, reporting, and data-driven
decision-making.
 Monitored KPIs, SLAs, and performance dashboards to ensure alignment with organizational
goals.
Customer Support Execu ve | 2022 – 2023

 Managed customer support operations across Northern Nigeria, supporting hospitals,
pharmacies, and healthcare partners.
 Handled customer inquiries, issue resolution, order tracking, and service escalations while
meeting defined SLA targets.
 Improved customer satisfaction and retention through structured follow-ups, proactive
communication, and relationship management.
 Trained and supported frontline teams on CRM usage, customer engagement standards, and
service processes.
 Analyzed customer feedback and service data to identify process gaps and improvement
opportunities.
 Collaborated with sales, logistics, and compliance teams to ensure timely issue resolution and
accurate service delivery.

Sales Representa ve | 2020 – 2022

 Provided frontline customer support while promoting pharmaceutical products to hospitals,
clinics, and pharmacies.
 Responded to customer inquiries, resolved complaints, and ensured accurate order fulfillment
and after-sales support.
 Exceeded performance targets by an average of 20% through strong communication, product
knowledge, and relationship building.
 Maintained detailed customer records using CRM systems and submitted activity and
performance reports.
 Collaborated with internal teams to ensure on-time delivery, stock availability, and service
alignment.

Qitmeer Network | Remote

Customer Technical Support Executive | 2018 – 2020

 Provided technical customer support to users across blockchain infrastructure and
decentralized applications.
 Handled support tickets, troubleshooting, bug reports, and user inquiries via helpdesk and
community channels.
 Assisted users with wallet setup, node operations, transaction issues, and platform
navigation.
 Logged, tracked, and resolved issues using CRM and ticketing systems, ensuring SLA
compliance.
 Collaborated with engineering and product teams to escalate technical issues, provide
diagnostics, and improve product stability.
 Supported user onboarding, education, and technical documentation, reducing repeat issues
and improving customer experience (CX).
 Contributed to knowledge base updates, FAQs, and support process improvements.
 Assisted with lead qualification and user engagement through support-driven interactions.
EDUCATION & QUALIFICATIONS

 MBA Marketing, 2023 – 2025
Ahmadu Bello University, Zaria, Nigeria

 MSc Biology, (Medicine & Poisonous Plant Studies) 2020 – 2023
Nigeria Defence Academy, Kaduna

 BSc Physiology, 2014 – 2018
Chukwuemeka Odumegwu Ojukwu University, Uli, Nigeria

REFERENCES
Available upon request.