LORETTA ORJI
Newark,NJ
Summary
Customer Support and Business Operations Specialist with over 6 years of experience in technical support, customer relationship management, and problem-solving across government, retail, and entrepreneurial settings. Proficient at resolving complex issues, improving support workflows, and managing high-volume communications via phone, email, chat, and CRM platforms. Recently, I led a self-run e-commerce business and digital service projects, sharpening my leadership, marketing, and tech support skills. Seeking to bring that versatility and ownership mindset into a dynamic support team.
Overview
8
8
years of professional experience
1
1
Certification
Work History
LIFE INSURANCE AGENT
EQUIS FINANCIAL GROUP
Lynchburg, Virginia
12.2024 - Current
- Educated clients on life insurance options and benefits.
- Created reports on sales activities, customer feedback, and other relevant data.
- Analyzed client needs to recommend suitable policies.
- Developed strong relationships with clients through personalized service.
- Conducted policy reviews to ensure adequate coverage for clients.
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Performed administrative tasks such as filing paperwork or updating databases.
- Attended educational seminars and conferences to stay up-to-date on industry trends.
CUSTOMER EXPERIENCE LEAD
LAURIEORJ
, NJ
04.2023 - Current
- Founded and operated a digital fashion e-commerce brand, overseeing customer experience, order management, and tech troubleshooting on Shopify.
- Responded to customer inquiries and issues via email, Instagram, and website chat, ensuring satisfaction and repeat sales.
- Analyzed customer data to identify trends and improve experience strategies.
- Managed UGC content, feedback collection, and service improvements to streamline support processes.
- Created product listings, resolved technical issues with third-party tools, and collaborated with tailors and vendors to ensure fulfillment.
- Developed and implemented customer service protocols to enhance customer satisfaction and foster brand loyalty, while maintaining 5-star ratings across all sales platforms.
- Oversaw the integration of customer service software and tools to streamline operations.
- Leveraged analytics to dissect customer feedback and survey insights, pinpointing opportunities for service enhancement and improvement.
PATIENT SUPPORT SPECIALIST
NJ DEPT OF HEALTH
, New Jersey
10.2020 - 04.2023
- Delivered top-notch customer service by addressing customer inquiries and issues via various communication channels (phone, email, chat, and ticketing system), while adhering to HIPAA.
- Coordinated communication between departments to resolve client issues.
- Managed scheduling of appointments for health services and consultations.
- Attended meetings, training sessions, and continuing education sessions to define growth opportunity pathways.
- Assisted in creating and updating support documentation, FAQs, and knowledge base articles for both external and internal use.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Monitored customer feedback and trends, identifying recurring issues to propose process improvements.
- Improved productivity by 70 percent by introducing a new communication rapport methodology and processes to the team.
- Utilized CRM software to maintain accurate patient records, proper documentation, and update case statuses, following HIPAA.
CUSTOMER SUPPORT REPRESENTATIVE
THE CHIPPERY
Union, New Jersey
05.2017 - 10.2020
- Provided friendly and efficient customer support, responding to inquiries and resolving complaints in a professional manner.
- Handled high call volumes while maintaining a high level of customer satisfaction.
- Managed new project execution to ensure adherence to budget, schedule, and operating scope.
- Handled complaints from unpleasant customers, and assisted customers with understanding the menu.
- Applied critical thinking and prompt decision-making in fulfilling complicated demands and solutions.
- Collaborated with the sales team to identify upselling and cross-selling opportunities.
- Assisted customers with order placements, billing inquiries, and product-related questions.
- Maintained established levels of productivity, service, and quality standards in a fast-paced environment.
- Managed data entry, data consolidation, and data analysis of customer contacts via SalesForce.com.
Education
High School Diploma -
World Education Services
01-2010
Skills
- Communication skills
- Problem-solving
- Team collaboration
- Customer relationship management
- Analytical skills
- Time management
- Social media proficiency
- Customer support software proficiency
- CRM systems expertise
- Product feature knowledge
- Pressure management
- Technical troubleshooting
- Empathy in customer service
- Customer feedback management
- Windows operating system
- MacOS operating system
- Microsoft Visio
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- ERP systems knowledge
- JSON proficiency
- HTML expertise
- CSS skills
Certification
- Google IT Support - GOOGLE
- Google Computer Networking - GOOGLE
- Data Visualization - COURSERA
- Bits & Bytes of Computer Networking - GOOGLE
- Business Analysis Foundations - LINKEDIN
- Soft Skills Training
Hipaa Training - JOHN HOPKINS UNIVERSITY - Hipaa Training - JOHN HOPKINS UNIVERSITY
Languages
- JSON
- HTML
- CSS
Modelling Tools
- MS Visio
- MS Excel
- MS Word
- MS PowerPoint
- Salesforce
- ERP Systems
Operating Systems
- Windows
- MacOS
- Linux
References
References available upon request.
Timeline
LIFE INSURANCE AGENT
EQUIS FINANCIAL GROUP
12.2024 - Current
CUSTOMER EXPERIENCE LEAD
LAURIEORJ
04.2023 - Current
PATIENT SUPPORT SPECIALIST
NJ DEPT OF HEALTH
10.2020 - 04.2023
CUSTOMER SUPPORT REPRESENTATIVE
THE CHIPPERY
05.2017 - 10.2020
High School Diploma -
World Education Services
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