Customer support/ Sales Professional with 3+ years experience

Amarachi Ohaja

*************@*****.*** Kitchener, Ontario

SUMMARY

Customer-centric sales professional with 3+ years of experience driving revenue, retention, and product adoption across e-commerce, SaaS, fintech, gaming, and pharmaceutical industries. Proven ability to identify customer needs, influence purchasing decisions, and convert service interactions into sales opportunities. Strong track record of exceeding customer satisfaction targets while supporting upselling, cross-selling, and long-term account growth using CRM and data-driven insights.

RELEVANT PROFESSIONAL EXPERIENCE

Carry1st Remote, South Africa

Customer Service Associate December 2024 - October 2025 Africa’s leading mobile game publisher operating at the intersection of e-commerce, fintech, and publishing.

• Supported two digital products by onboarding and engaging customers across live chat, email, phone, and social platforms, contributing to increased product adoption and repeat purchases.

• Provided technical support, Identified customer needs, usage patterns, and purchasing barriers, enabling effective solution positioning and improved conversion rates.

• Reduced ticket escalations by 50% within 6 months, strengthening customer trust and improving retention.

• Communicated product features, updates, pricing, and payment options clearly, supporting informed buying decisions.

• Maintained 80%+ customer satisfaction (CSAT) and 90% quality assurance scores across 4,000+ customer interactions.

Desevens Digital Consulting Limited Remote, London Customer Sales Associate July 2023 - September 2024 A comprehensive Business solutions provider specializing in e-commerce website development, digital marketing and customer support.

• Managed customer relationships for three e-commerce software products, identifying pain points and recommending tailored solutions that increased revenue and customer retention.

• Qualified customer needs and aligned software solutions with business objectives, supporting repeat sales and account expansion.

• Delivered structured follow-ups and performance summaries, strengthening long-term client relationships and trust.

• Implemented workflow improvements that reduced response times by 25%, increasing customer engagement and conversion opportunities.

• Collaborated with internal teams by sharing customer insights that improved sales targeting and product positioning.

Emzor Pharmaceutical Industries Limited Lagos, Nigeria Sales and Marketing Pharmacist July 2022 - June 2023 Nigeria’s leading pharmaceutical company that manufactures, wholesale, and retails over 200 high-quality medical products.

• Engaged healthcare providers and customers to recommend appropriate pharmaceutical products, contributing to increased sales volume.

• Built and maintained relationships with key accounts, identifying cross-selling and upselling opportunities based on customer needs.

• Supported order processing, product inquiries, and post-sale follow-ups, improving repeat purchases and customer loyalty.

• Balanced regulatory compliance with persuasive communication to support ethical, results- driven sales outcomes.

EDUCATION - University of Lagos

Bachelor of Pharmacy- CGPA (4.46/5)

TOOLS AND TECHNOLOGY

HubSpot

Zendesk

Freshdesk

Salesforce

Jira

Gorgias

Freshchat

Shopify

WordPress

Microsoft Office

Outlook

Slack

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