About
Highly effective Virtual Assistant with over 2 years of experience in remote customer support, consistently driving satisfaction and operational efficiency. Proven expertise in managing high-volume interactions across email, chat, and phone, boosting satisfaction scores by 15% and ensuring 100% CRM data integrity. Leveraging advanced tech proficiency and proactive problem-solving to deliver top-tier support and contribute to business growth in remote environments.
Work
Cmhairbylillis
|Sales & Customer Service Representative
Lagos, Lagos, Nigeria
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Summary
Drove sales and enhanced customer satisfaction for a beauty brand by managing inquiries, resolving complaints, and implementing upselling strategies.
Highlights
Boosted customer satisfaction scores by 15% through expert consultation, prompt complaint resolution, and proactive follow-up, significantly enhancing client loyalty and repeat business.
Managed high-volume customer inquiries via email and phone, achieving a 90% issue resolution rate within a 2-hour window to maintain exceptional service standards.
Utilized Zoho CRM to maintain 100% data integrity across 50+ daily customer interactions, ensuring precise record-keeping and robust tracking for strategic insights.
Contributed to a 10% increase in quarterly revenue by effectively implementing trusted upselling and cross-selling techniques, directly impacting business growth.
Vedic Lifecare Hospital
|Patient Experience Coordinator
Lagos, Lagos, Nigeria
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Summary
Coordinated patient experiences for a healthcare facility, managing communications, scheduling, and complaint resolution to optimize service delivery.
Highlights
Managed over 70 daily patient calls, serving as the primary point of contact for inquiries and scheduling, which reduced patient wait times by 20%.
Achieved a 95% resolution rate for patient complaints by employing active listening, empathy, and seamless collaboration with medical staff to enhance patient trust.
Ecofitness Hub
|Front Desk Representative
Lagos, Lagos, Nigeria
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Summary
Managed front desk operations and customer onboarding for a fitness center, driving member retention and community engagement in a remote capacity.
Highlights
Onboarded over 800 new customers into the database, ensuring accurate data entry and generating comprehensive monthly reports using Microsoft Excel for operational analysis.
Enhanced customer experience by efficiently managing queries and check-ins, directly contributing to a 10% increase in member retention.
Grew social media engagement by 25% through strategic content creation using Canva, fostering stronger community relationships and brand presence.
Education
Chukwuemeka Odumegwu Ojukwu University
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B.Sc.
Industrial Physics
Certificates
ALX Certified Virtual Assistant
Issued By
ALX
Certificate of National Youth Service Corps (NYSC)
Issued By
National Youth Service Corps (NYSC)
Skills
Customer Support & Operations
Email Support, Chat Support, Phone Etiquette, Conflict Resolution, CRM Management, Customer Onboarding, Feedback Collection, Patient Experience, Appointment Scheduling, Data Entry, Reporting.
Technology & Tools
Zoho CRM, Zendesk, Google Workspace, HelpScout, Canva, Convox, Insta Software (EMR), Microsoft Excel.
Professional Skills
Attention to Detail, Time Management, Empathy, Problem-Solving, Multitasking, Clear Communication, Patience, Upselling, Cross-selling, Social Media Management, Community Building.