About
Detail-oriented Customer Support Executive and Virtual Assistant with over 10 years of proven experience delivering high-impact services to corporate and virtual clients. Adept at driving customer satisfaction up to 98% and streamlining administrative workflows, contributing to significant efficiency gains and revenue support. Recently demonstrated strong business acumen and innovation, excelling in dynamic, remote work environments and team leadership.
Work
Lagos, Lagos State, Nigeria
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Summary
Led customer relations and support operations for a leading automotive company, driving high satisfaction and retention outcomes.
Highlights
Managed over 100 daily customer inquiries via phone, email, and chat, consistently achieving 98% customer satisfaction.
Maintained 90% first-contact resolution, reducing escalations by 30% through effective problem-solving and immediate support.
Improved response time by 40% by optimizing Zendesk CRM utilization, significantly enhancing service delivery efficiency.
Trained and mentored new team members, increasing overall support capacity by 20% and fostering a collaborative, high-performing environment.
Contributed to a 25% customer retention growth rate by implementing tailored care strategies and personalized follow-ups.
Identified and leveraged upselling opportunities, directly boosting revenue support by 15% through proactive customer engagement.
Remote, Lagos State, Nigeria
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Summary
Contributed to business development initiatives during a virtual internship, demonstrating high performance and innovative problem-solving in a dynamic environment.
Highlights
Achieved an exceptional 90% overall performance score in 360° feedback, reflecting strong self (93%), peer (98%), and manager (80%) evaluations.
Received high ratings across 6 key areas, including Time Management, Ownership, Communication, and Innovation, showcasing diverse capabilities.
Fostered inclusive and respectful team environments, consistently delivering high-quality work with zero errors on all assigned tasks.
Regularly contributed impactful and innovative ideas that directly improved team outcomes and project efficiency.
Remote, Lagos State, Nigeria
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Summary
Provided comprehensive virtual administrative support to executives, ensuring seamless operations and high data integrity for critical business functions.
Highlights
Managed complex executive calendars, emails, and meetings across multiple time zones, optimizing scheduling and communication efficiency.
Maintained 99% data accuracy in CRM entries and reports, ensuring reliable data for strategic decision-making and operational integrity.
Facilitated critical client communication and ensured 100% on-time delivery of tasks, enhancing client satisfaction and project timelines.
Streamlined documentation systems, improving overall efficiency and reducing delays in information retrieval and processing across various projects.
Volunteer
Nigeria Customer Service Index
|Assistant Group Lead (Volunteer)
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Summary
Led outreach and data collection efforts for a nationwide customer experience survey, ensuring high participant engagement and data accuracy.
Highlights
Led outreach initiatives for a nationwide customer experience survey, significantly expanding reach and participation.
Engaged over 5,000 participants and successfully secured 1,200+ valid responses for critical data collection.
Ensured high data accuracy and smooth coordination among a team of volunteers, facilitating efficient survey execution.
Languages
English
Skills
CRM & Customer Support
Zendesk, Salesforce, Zoho, Customer Satisfaction, First-Contact Resolution, Customer Retention, Inquiry Handling, Escalation Reduction, Tailored Customer Care.
Administrative & Workflow Management
Email Management, Calendar Management, Meeting Coordination, Workflow Optimization, Documentation Management, Data Accuracy, Time Management, Precision, High Attention to Detail.
Communication & Collaboration
Virtual Client Communications, Strong Written Communication, Strong Verbal Communication, Empathetic Listening, Relationship Building, Social Media Engagement, Comment Handling, Team Leadership, Cross-functional Collaboration, Gmail.
Business Development & Strategy
Upselling, Revenue Support, Performance Analysis, Problem Solving, Ownership, Innovation, Strategic Planning, Outreach Initiatives.
Software & Platforms
Microsoft Excel (Advanced), Microsoft Word, Microsoft PowerPoint, Google Workspace (Docs, Sheets, Drive), Canva, Trello, Facebook, Instagram.