Onyinye O. - Customer Service Representative | Medical Virtual Assistant (HIPAA Certified)

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Customer Service Representative | Medical Virtual Assistant (HIPAA Certified)

Your customers are churning. Your inbox is chaos. And your team is putting out fires instead of building loyalty. That's not a staffing problem. It's a systems problem, and I fix it. I'm a Customer Support & VA Specialist with 4+ years of experience helping SaaS companies, healthcare providers, and coaches build support operations that retain clients, reduce churn, and run without founder oversight. Here's what working with me has delivered: → 35% retention increase for a hospitality brand through churn reduction and client management overhauls → 95%+ CSAT maintained consistently across all channels and touchpoints → 30% faster response times through email workflow automation and CRM hygiene → 25% boost in team productivity after training and coaching a 7-member frontline support team → Onboarding SOPs that cut new member ramp-up time significantly for SaaS and service clients → 15% upsell revenue growth through blended chat, phone, and email support handling What I deliver for SaaS, Healthcare & Coaching businesses: ✅ Ticket triage & help desk management Zendesk, Freshdesk, Intercom set up and optimised so nothing slips through the cracks ✅ Customer & patient onboarding support structured workflows that get clients activated fast and reduce early churn ✅ Churn reduction systems, CSAT tracking, satisfaction loops, and proactive follow-ups that turn at-risk users into loyal ones ✅ Knowledge base & SOP documentation product knowledge hubs your team can run from independently ✅ CRM setup & workflow automation, HubSpot, Zendesk, Google Workspace integrated to eliminate manual tasks and cut response time ✅ Team training & QA coaching frontline reps who hold your brand standard under pressure, without you supervising every ticket ✅ Virtual assistance & admin support backend operations kept tight while your client-facing support stays exceptional ✅ HIPAA-aware communication handling precise, compliant, and professional support for healthcare and wellness providers ✅ Multi-channel coverage email, live chat, phone, and async handled consistently across time zones Industries I specialize in: SaaS · Healthcare & Wellness · Coaching & Online Education · Retail · eCommerce Tools I work with daily: Zendesk · Freshdesk · HubSpot · Intercom · Calendly· Google Workspace · Slack · Trello · Monday. Aquity If your support is costing you, clients instead of keeping them, let's fix that. Send me a message describing your biggest support challenge. I'll tell you exactly where the leak is and how to seal it

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Hire Onyinye for: VA for SaaS, VA for E-commerce, VA for Retail, VA for Consultants, VA for Coaches