Akunna Lilian Chidimma

AKUNNA CHIDIMMA LILIAN Anambra state, Nigeria | - | - LinkedIn PROFESSIONAL SUMMARY Executive Customer Service Representative and Customer support specialist with over 4 years of experience, eager to contribute to the corporate conquest through hard work and commitment. I am an organized and efficient virtual administrative assistant with extensive experience in general office administration support. I am enthusiastic about my projects, and exceeding my clients' expectations brings me joy and satisfaction. My mission is to free up your valuable time and boost productivity by coordinating your day-to-day business operations, maintaining a consistent workflow, and keeping you up to date on progress. This will allow you to devote more time to your passion, allowing you to maximize your potential for business growth. I have solid interpersonal and analytical abilities. I will provide you with results-driven administrative assistance while maintaining strict confidentiality. If you want to be efficient, hire me right away to get things started as I pay attention to service level agreement. AREA OF EXPERTISE ● Staffing ●problem Solving ● Customer success and satisfaction ● Customer Onboarding ● Microsoft Suite ● Clients Management ● Effective communication ● Chat/Phone Support ● Email Support ● Customer Engagement ● Teamwork and collaboration ● Technical Skills ● Sales ● Data Entry ● Customer support ● CRM knowledge ● Lead outreach ● Data scraping ● Teamwork and collaboration ●Project Management ● Attending to customer inquiries ● Order processing and confirmation ● Ticketing Systems and escalation ● Service Level Agreement WORK EXPERIENCE Staffing Coordinator /Customer Support States. ● ● ● ● ● ● ● ● ● ● ● ● Jan 2024 _ April 2024, Elite Medical Staffing, United Identify company employee requirements and create a staffing strategy. Attended to customer inquiries via email,chat and phone Updated CRM Completed staffing processes Filled in emergency shifts Take in vacancy orders and make sure to fill them Monitored workers under agency and sure to remind them to use time tracker Attended to complaints from temp and permanent workers and companies Assist the HR department with hiring, training and onboarding new employees. Prepare work schedules and enforce compliance with company and workers requirements. Determine staffing shortfalls and post and update job vacancies and scheduling appointments Confirm staff details and working hours to ensure accurate employee compensation. ● ● ● ● Create daily staffing reports, monitor employee performance and submit weekly reports to management. Process orders and keep accurate records Provide good customer service by managing customer inquiries through phone, email, or chat. Utilized MS suite and ensured customer satisfaction is achieved Customer Service Rep./ Sales Manager. Jan 2023 _ nov 2023, Workweeks staffing London, UK. ● Respond to customer queries in a timely and accurate way, via phone, email or chat ● Manage staffs and schedules ● Managed calendly ● Troubleshoot and resolve Issues ● Keep records of schedules of staffs ● Contact leads and make sales ● interview and document new staffs ● Identify customer needs and help customers use specific features ● Customer Onboarding ● Update our internal databases with information about technical issues and useful discussions with customers ● Monitor customer complaints on social media and reach out to provide assistance ● Scheduling staffs and make sure no schedule is vacant ● Maintain inbound communication and provide support ● Follow up with customers to ensure their needs are met ● Gather customer feedback and share with our Product, Sales and Marketing teams ● Assist in training junior Customer Support Representatives /sales managers. Customer Support Specialist. April 2022- Jan 2023 Stellar Wise Learning, Texas, USA. ● Respond to customer queries in a timely and accurate way, via phone, email or chat ● Upload courses and create quizzes in Thinkific ● Managed calendly ● Update KPI ● Update attendance ● Create SOP spreedsheets ● Design certificates and puzzles on Canva ● Identify customer needs and help customers use specific features ● Analyze and report product malfunctions ● Update our internal databases with information about technical issues and useful discussions with customers ● Monitor customer complaints on social media and reach out to provide assistance ● Share feature requests and effective workarounds with team members ● Inform customers about new features and functionalities ● Follow up with customers to ensure their technical issues are resolved ● Gather customer feedback and share with our Product, Sales and Marketing teams Customer Support Representative Jul. 2020 - Mar. 2022 Cloudamart, Ontario, Canada ● Utilized Customer Relationship Management (CRM) software to gather and analyze customer information and facilitated retention campaigns by 70%. ● Handled over 80 calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and canceling services as required. ● Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns resulting in a 50% onboarding of new customers. ● Utilized Customer Relationship Management (CRM) software to gather and analyze customer information which facilitated the customer retention campaigns by 70%. ● Completed special projects by organizing, and coordinating information and requirements; planning, arranging, and meeting schedules by 60%. ● Live chat and Email support to customers who were purchasing on the website ● Managed and resolved customer’s problems through Email ● Clearing and Handling Ticket ● Document and protect customer’s resolutions. ● Escalated and work together with the IT team Executive Customer Assistant Canada. Jun. 2019 - Jun. 2020 Ziki Trades Technologies, Ontario, ● Organize communication via emails and phone calls ● Provide customer service as first point of contact ● Organize meetings٫ travels and accommodations ● Manage contact lists and organize managers’ calendars ● Create and review customer spreadsheets and keep online records ● Conduct market research and report on the results ● Prepare presentations ● Help employees with their administrative queries ● Collaborated with the email marketing department to send cold emails and newsletters to about 500 prospective leads. Virtual assistant Jan. 2018 - May. 2019 Sunflower Homes Texas, USA. ● Manage office logistics ● Manage and maintain calendars ● Handle administrative tasks such as filing, scanning, and copying ● Handle bookkeeping ● Complete word processing tasks ● Research and organize data ● Maintain and manage contacts ● Create presentations and documents ● Manage social media ● Gather and organize data for statistical analysis ● Train and supervise other administrative staff Medical Assistant General Hospital, Nigeria Apr. 2016 - Nov. 2017 . ● Monitored and recorded an average of 40 patients per day (e.g. obtained patients’ vital signs by visual and auditory measures, triaged and assessed their medical condition, and prepared them for medical treatment by physicians and nurses). ● Maintained and enhanced the organization’s credibility by ensuring the cleanliness and sanitation of all facilities, and equipment in exam rooms. ● Oversaw multiple related responsibilities with a high level of proficiency, such as taking the patient’s vital signs and medical history, as well as performing injections, and several medical procedures. ● Scheduled appointments for over 200 patients and followed up with the consultant for prompt consultation with the patients. ● Supervised about 6 non-medical staff for the prompt delivery of all administrative duties resulting in a 60% work productivity. EDUCATION ● Bachelor of Science (BSc) in Nursing Science (In View) Sept. 2020 - Aug. 2025 University Of Benin, Edo State, Nigeria ● Diploma in community Health (CHP) Anambra State college of health, Nigeria. CERTIFICATIONS AND AWARDS ● Cold Calling Mastery Certified by LinkedIn Learning ● Time Management on Scheduling Certified by LinkedIn Learning ● Customer Success Certified by LinkedIn Learning ● Project Management Certification with click up Certified by Coursera.