Ogamba Emmmanuella

At CEYAD, I manage 150+ weekly customer inquiries across email, phone, live chat, and Facebook, maintaining 98% SLA compliance and 94% CSAT. I introduced ticket-triage processes that reduced backlog by 35% and increased first-contact resolution by 25%.

I've supported global users across healthcare, SaaS, and education-adjacent platforms, including HIMYLINK AI and Learnania Health Africa. My work includes onboarding support, curriculum and homeschooling FAQs, chatbot refinement, and gathering customer insights for UX and product improvements.

I use HubSpot, Salesforce, Zoho, Zendesk, Drift, Buffer, Dialpad, Zoom, and other remote-support tools to deliver responsive multichannel service. At HIMYLINK AI, I helped reduce repetitive inquiries by 40% and increased NPS by 15% through personalized support.

I'm passionate about supporting learning-focused platforms and creating practical resources that make customer experiences easier. I've developed FAQs, macros, and onboarding SOPs that improved response times and cut new-hire ramp-up time by 40%.