# SANDRA AMADI - Customer Support Specialist
Source: https://hello.cv/sandraamadi
Lagos

## Links
- Phone
- LinkedIn | https://linkedin.com/in/sandraamadi
- Email

## About
Dynamic Customer Support Specialist with expertise across fintech, e-commerce, and hospitality, adept at leveraging CRM tools like Zendesk and Zoho to optimize multi-channel support and enhance customer satisfaction. Proven ability to translate user feedback into actionable product improvements, collaborating effectively with technical teams to drive operational efficiency and achieve significant reductions in support inquiries.

## Work
### Customer Support Specialist - Product Operations | Remita (SystemSpecs)
Leads multi-channel customer support for a fintech platform, optimizing issue resolution, driving product enhancement through user feedback, and improving operational efficiency.
- Spearheaded multi-channel support (email, live chat, social media), ensuring timely resolution of complex issues for users within a fintech environment.
- Managed ticket lifecycles using CRM tools, tracking performance metrics and maintaining Service Level Agreements (SLAs) to uphold high service standards.
- Facilitated product enhancement by acting as a crucial liaison between end-users and technical teams, translating bug reports and feature requests into actionable development insights.
- Developed and implemented self-service resources, successfully reducing overall ticket volume by 20% and improving customer autonomy.
- Streamlined transaction processing across diverse payment channels, including bank branches, mobile wallets, and internet banking, ensuring prompt and effective customer support.
### E-commerce Support Specialist | WhatAdeal (SystemSpecs)
Provided comprehensive e-commerce support to vendors, resolving complex issues, onboarding new partners, and collaborating with technical teams to enhance platform functionality.
- Delivered multi-channel vendor support (live chat, email), effectively guiding sellers through product listings, order management, and promotional strategies.
- Utilized CRM tools to meticulously track support interactions, resolving disputes and maintaining high customer satisfaction rates for e-commerce vendors.
- Streamlined vendor onboarding by conducting training sessions on platform usage and business best practices, ensuring rapid integration and operational efficiency.
- Collaborated directly with technical teams, providing critical feedback on platform bugs and performance issues to drive continuous usability enhancements.
- Mediated effectively between sellers and customers to resolve order-related issues, fostering trust and improving overall marketplace experience.
### Reservations and Guest Service Agent | Four Points by Sheraton Lagos Hotel
Managed guest reservations and services for a luxury hotel, ensuring seamless experiences, resolving issues, and coordinating inter-departmental efforts to uphold brand standards.
- Managed guest reservations and check-ins using OPERA and CRM systems, consistently delivering personalized and efficient service.
- Resolved guest complaints and requests with professionalism, consistently upholding brand standards and achieving high guest satisfaction.
- Provided critical support for front-desk operations during peak periods, effectively multitasking to manage high volumes of guest interactions.
- Coordinated seamlessly with internal departments to fulfill diverse guest needs, including VIP bookings and special requests.
- Recognized for exceptional communication skills, efficiency, and a proactive customer-focused approach that enhanced the guest experience.

## Education
### ALX Africa | Virtual Assistant Training
### Digital Witch | IT Support for Customer Service
### Imo State University | Nutrition & Dietetics

## Certificates
### Customer Relationship Management
Google-Coursera | 2024-01-01
### ALX Ventures Certification
ALX Ventures | 2024-01-01
### IT Skills for Customer Service
Digital Witch Academy | 2024-01-01
### Foundations of Digital Marketing and E-Commerce
IBM IT-Experience & Coursera | 2023-01-01

## Skills
### Multi-Channel Support
Technical
- Email
- Live Chat
- Ebanqo
- Social Media
- Customer Service
- Issue Resolution
### CRM Systems
Technical
- Zoho
- Hubspot
- Zendesk
- Ticket Management
- SLAs
- Performance Metrics
- CRM Tools
### Automation Tools
Technical
- Zapier
### Communication & Collaboration Tools
Technical
- Slack
- Zoom
- Microsoft Teams
- Google Workspace
### Knowledge Management
Technical
- Knowledge Base Development
- Internal Knowledge Base
- Self-Service Resources
### Data Analysis & Reporting
Technical
- Data Analysis
- Reporting
### Hotel Management Software
Technical
- OPERA
### Communication
Soft
- Effective Communication
- Strong Communicator
- Intermediary
- Guest Service
### Collaboration & Teamwork
Soft
- Cross-functional Collaboration
- Teamwork
- Partnership
- Coordination
### Customer Focus
Soft
- Empathy
- Customer-Centric Thinking
- Customer Experience
- Customer Satisfaction
- Customer-First Approach
### Problem Solving
Soft
- Resolving Complex Issues
- Dispute Resolution
- Operational Efficiency
- Continuous Improvement
### Product Operations
Soft
- Product Enhancement
- User Feedback Translation
- Bug Reporting
- Feature Requests

## Projects
### Delivit.lo (Start-Up)
Created a comprehensive sales deck for an e-commerce startup, which improved customer understanding and reduced support inquiries by 25%. This aligned sales and support messaging, enhancing overall customer experience and team efficiency.

## Source
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