Stanley

Stanley ACHIEVEMENTS

Onyejiekwe Achievements.
• Awarded the 2021 Global Talent Outsourcing Excellence Award for
outstanding contributions to the advancement of global talent
Senior Customer Service outsourcing strategies and excellence.
Representative • Awarded the "Innovative UX Strategy Award" for driving a
remarkable 30% increase in user engagement within the first month
through innovative in-app onboarding strategies.
• Honored with the Outstanding Team Collaboration Award for
promoting and fostering teamwork and a collaborative environment
in the context of global employment and outsourcing

PROFESSIONAL EXPERIENCE
Novaroscare
Senior Customer Service Representative
08103440016 07/2018 – 06/2023 | California, United States
[відкрити контакти](див. вище в блоці «контактна інформація») Led a 5-year dental health management career, directing cross-
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functional teams and leading dental appointment scheduling,
Independence Layout, Maryland
achieving a 30% increase in appointments and actively engaging
[відкрити контакти](див. вище в блоці «контактна інформація») leads.
onyejiekwe-ab122b23b Championed unwavering compliance adherence, fortifying the
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company's commitment to HIPAA and PCI DSS standards,
ensuring data integrity, and averting potential data breaches.
Cultivated strong relationships with 14+ healthcare and medical
PROFESSIONAL SUMMARY •

clients, focusing on dental health, resulting in a remarkable 30%
Result-driven Senior Customer Service increase in appointment setting, adding 500 weekly dental
Representative with 5 years of experience appointments.
within the healthcare and dental health Leveraged CRM software to craft intricate, patient-specific
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management ecosystem.Demonstrated communication strategies, driving a 30% boost in patient
expertise in steering remote teams, engagement, appointment conversion.
delivering exceptional customer support, and Generated and diligently nurtured medical and dental healthcare
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meticulously managing dental appointment leads to drive robust growth and successful patient support,
schedules. Renowned for championing exemplifying a 30% increase in appointments.
operational excellence, forging robust client Developed an innovative team management framework,
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relationships, and an unwavering enhancing operational efficiency by 20% and reducing response
commitment to elevating patient times by 15%.
engagement. Proficient in compliance, a Utilized CRM software to create patient-specific communication
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vigilant guardian of data security, and a strategies, driving a 30% boost in patient engagement and
master of highly effective cross-functional appointment conversion.
collaboration. Proven ability to optimize Upheld stringent compliance with HIPAA and PCI DSS standards to
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cost-efficiency while consistently providing protect patient data integrity.
top-tier patient support in a dynamic and Spearheaded dental appointment scheduling, achieving an
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result-driven environment. exceptional 95% appointment conversion rate.
Provided active listening support, adhering to a meticulously
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scripted approach for unparalleled patient assistance.
LANGUAGES
Sales Head/ Senior Account Executive
English Avatrade Marketplace
IELTS 06/2017 – 07/2022 | United States
Showcased an indomitable track record with 5+ years in roles
Igbo
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resonating with online entertainment and iGaming dynamics.
Implemented A/B testing and optimization strategies, engineered
Pidgin
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to maximize the efficacy of retention initiatives, yielding an
astonishing 40% improvement in response rates, outshining
EDUCATION industry benchmarks.
Efficiently managed retention tools, CRM systems, and marketing
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Business administration automation platforms, streamlining operations for a 15% increase
University of The People in efficiency.
09/2022 – 01/2023 | United States

Law Delivered a tangible 15% uptick in retention rates, along with a
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Enugu State University Of Science and noteworthy 20% boost in player satisfaction by deciphering and
Technology capitalizing on player data and behavior patterns.
09/2014 – 09/2019 | Enugu, Nigeria Produced data-driven reports that led to a continuous 10%
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improvement in ROI through fine-tuning retention initiatives.

SKILLS Marathonfotos
Lead Customer/ Quality Assurance Specialist
Dental health management 04/2014 – 08/2018 | United States
Feedback Integration Became proficient with a variety of digital platforms including
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Google Suite, Slack, Hubspot, Zoom, Calendly, Jotform, and
Dental appointment scheduling Zapier, bolstering inter-team collaboration and ensuring efficient
Spreadsheet client communication.
Employed strategic content design principles to create brand-
Email management
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aligned, user-centric content, further optimizing in-app
Product Adoption Optimization onboarding journeys for international audiences.
Successfully leveraged Google Ads, Meta Ads, and LinkedIn,
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CRM Software boosting web traffic by 40% and generating a substantial inflow of
Product Roadmap Alignment Product Qualified Leads (PQLs).
Utilized advanced data analysis techniques to surpass quality
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A/B testing standards, tapping into keen analytical insights to refine and
Technical Proficiency enhance customer support processes.
Demonstrated a commanding grasp of ticketing platforms and
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In-app Onboarding CRM systems, remaining vigilantly attuned to emerging features,
Stripe product launches, and industry trends to fully exploit their
potential.
Process Improvement Drove A/B testing strategies, implementing and optimizing them,
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API Integration and consequently witnessing a staggering 40% uplift in campaign
effectiveness.
Salesforce CRM Dissected, monitored, and articulated pivotal retention metrics in
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Zendesk bi-weekly board meetings, consistently providing visionary
insights and game-changing recommendations to senior
B2B support management.
B2C support Gozack logistics
Microsoft project Technical Customer Support Manager
01/2014 – 03/2016 | Lagos, Nigeria
Microsoft word Collaborated with product development and e-commerce teams,
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Help Scout integrating emerging technologies and industry trends, enhancing
segmentation, and optimizing the customer lifecycle.
HubSpot Coached and mentored the high-performing retention team to
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Freshdesk embrace cutting-edge e-commerce strategies and refine
personalized marketing campaigns.
Microsoft office Championed cross-departmental collaboration, staying at the
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Strategic Pipeline Management forefront of iGaming sector trends to optimize campaigns and
strategies.
B2B prospecting Established a comprehensive system of leading and lagging KPIs,
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Sales Navigator vigilantly monitored their implementation, and achieved a
remarkable 98% alignment with quarterly objectives, culminating
SalesLoft in a 10% annual revenue growth.
LeadIQ Expertly managed retention tools, CRM systems, and marketing
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automation platforms, ensuring the organization's operations ran
Sales Forecasting efficiently and effectively.
Fostered cross-departmental collaboration and communication,
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allowing teams to work in harmony and consistently achieve and
exceed retention targets.
Pioneered innovative and groundbreaking retention strategies,
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regularly raising the bar and setting new industry standards.