Adaeze Stella Udogu

Adaeze Stella Udogu​ Email:-| Phone: - | Location: Remote | LinkedIn l Address: Lagos Island, Nigeria Profile A highly skilled Virtual Assistant, Customer Support Specialist, and Administrative Professional with over 5 years of experience supporting executives, startups, and e-commerce businesses. Adept at managing customer inquiries, optimizing workflows, and leveraging CRM tools to enhance efficiency. Passionate about delivering top-tier client experiences while streamlining business operations. Key Skills & Expertise ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Virtual Assistance & Administrative Support Customer Support (Email, Chat & Phone) CRM Tools (Zendesk, HubSpot, Salesforce) Order & Inventory Management Calendar & Inbox Management Project Coordination & Task Automation Social Media & Content Management Data Entry & Report Generation Process Optimization & SOP Creation Lead Generation & Sales Support Experience Freelance Virtual Assistant & Customer Support Specialist | Remote 2023 July – 2024 August ●​ Provided virtual assistance and customer support for clients in e-commerce, SaaS, and service-based industries. ●​ Managed email, chat, and phone inquiries, resolving 90% of issues on first contact, improving customer satisfaction. ●​ Handled order processing, refunds, and returns, ensuring smooth transactions and customer retention. ●​ Used CRM tools (Zendesk, HubSpot) to track interactions and maintain customer records. ●​ Automated repetitive administrative tasks, reducing turnaround time by 30%. ●​ Created and maintained SOPs for streamlined operations. Sales Executive | Pound Pain Tech (US-Based) | Remote Jan 2023 – June 2023 ●​ ●​ ●​ ●​ Managed client onboarding and sales pipeline tracking using CRM tools. Assisted clients in understanding services, leading to a 15% increase in conversions. Collaborated with legal and medical teams to facilitate smooth client experiences. Responded to inquiries via email & chat, improving response times by 25%. Sales & Customer Support Executive | Jumia | Remote 2019 – 2020 ●​ Managed customer service tickets, ensuring prompt resolution of complaints. ●​ Assisted with order tracking, cancellations, and returns. ●​ Engaged in live chat support, reducing response time by 40%. Education High School Diploma – Umunoha High School (2007 - 2013) ●​ Bachelor’s Degree in International Relations – National Open University of Nigeria (Expected 2025) ●​ Virtual Assistant Training – ALX ●​ Customer Service & CRM Mastery – Alison Certifications & Training ●​ Advanced Virtual Assistant Training – ALX ●​ Customer Service & CRM Mastery – Digital Witch Support Community ●​ AI Career Essentials – ALX Technical & Software Skills ●​ CRM: Zendesk, HubSpot, Salesforce ●​ ●​ ●​ ●​ Productivity & Collaboration: Slack, Asana, Trello E-commerce Platforms: Shopify, WooCommerce, Amazon Seller Central Communication & Office Tools: Google Workspace, Microsoft Office, Zoom Social Media & Content Management: Facebook, Instagram, LinkedIn, Buffer, Canva Key Achievements ●​ Boosted customer retention rates by 20% through proactive support strategies. ●​ Reduced email backlog by 35% through automation and improved response management. ●​ Increased client satisfaction scores by 95% through streamlined support processes. ●​ Developed and implemented SOPs that improved workflow efficiency by 30%. Languages ●​ English – Fluent (Native) Memberships ●​ Member, ALX Virtual Assistant Networking Association Looking for a proactive and results-driven Virtual Assistant to help streamline operations, manage customer inquiries, and enhance productivity. Let’s connect! 📩 Contact:-| 📞 -