Angela Chibende Ihekagu

ANGELA CHIBENDE IHEKAGU Lagos State, Nigeria | - |-|LinkedIn PROFESSIONAL SUMMARY Self-motivated Virtual Assistant and Customer Support Representative with over 5 years of experience providing professional support to clients and improving customer service experience according to the organizational service level agreement. Outstanding communicator offering great customer retention practices. Increased client satisfaction by 72% within one year, scheduled over 100 appointments for the Manager, and resolved over 250 customers’ complaints resulting in an 80% customer retention rate. Motivated to learn, grow and excel in a fast-paced industry offering career growth and value addition. SKILLS ● ● ● ● ● Customer Service (Email, Phone, and Live chat) Excellent Communication Skills Slack, Zoom, Calendly, Skype, Trello, ClickUp Cold Calling & Appointment Scheduling Google Slide, Sheet, Word, Meet, etc ● ● ● ● CRM Tools (Zendesk, Hubspot, Slack, Freshdesk, Salesforce, Meet, etc) Microsoft Excel, Word, Teams, Drive Teamwork and Collaboration Creative Writing ● ● ● ● ● Trello, Asana, ClickUp, etc Calendar Management Business Administration Sales Closing Team Management SKILLS OVERVIEW ● ● ● ● ● Exceptional eyes for details and discretion. Capable of working unsupervised by prioritizing work within the standard level agreement and on time. Effective Management of customers, prompt resolution of all complaints, and prompt response to all technical issues. Excellent verbal and interpersonal communication skills with a demonstrated ability to work within a team and build relationships with internal and external organizations. Excellent communication skills required to interact with customers, and resolve their issues while closing sales. WORK EXPERIENCE Virtual Assistant May. 2022 - Oct. 2022 Upwork, USA ● Managed and coordinated multiple extremely active calendars concurrently and ensured schedules were followed and respected resulting in an 80% work productivity. ● Utilised problem-solving skills to resolve over 100 customers’ complaints and enhanced service level. ● Enhanced program and service quality by devising new software; updating procedures; evaluating system results with users which boosted customer retention by 50%. ● Offered administrative support such as writing and editing emails, drafting memos, and preparing communications on the Manager's behalf for optimum workflow. ● Coordinated special projects by organizing and coordinating information and requirements; the manager planned, arranged, and met schedules by 60%. Social Media Marketing Manager/ Content Creator Feb. 2021 - Feb. 2022 Fegor Chime, Lagos State, Nigeria ● Organically built the company's Social media platforms. Increased audience engagement and conversion by 60% within six months with audience-engaging and sustaining content. ● Identified target markets and developed content for each market segment on all three (3) social media platforms that the company uses. ● Successfully run promotions on digital platforms with an 85% click rate and 70% conversion rate. ● Interpreted and analyzed data using google Adsense, Instagram, and Facebook Insight for better marketing campaigns and strategies. ● Used social media marketing tools such as Buffer, Hootsuite, and Contently to manage, measure, and schedule Social media posts resulting in an 80% improvement in work productivity. Customer Service Representative / Operations Assistant Chomalita Innovations Limited, Lusaka, Zambia Jan. 2017 - May. 2019 ● ● ● ● ● Professionally responded to over 200 incoming and outgoing calls from customers and prospective customers, resulting in 80% conflict resolution and 50% escalated tickets to the technical department. Professionally utilized customer relationship management software to manage all clients’ details resulting in an 80% improvement in record keeping and documentation. Cold-called prospective leads with the CRM system thereby exceeding the annual revenue target by 36%. Coordinated all the import and export transitions in the Customs Management System for effective tracking and documentation, reducing documentation errors and misinformation. Tracked all incoming and outgoing orders in the CRM system for effective fulfillment. EDUCATION ● Diploma in Business Management Greencity International College, Kuala Lumpur, Malaysia CERTIFICATIONS AND AWARDS ● ● ● ● ● ● ● ● Virtual Assistant (Honours) Certified by ALX Africa Technical Support Fundamentals Certified by Coursera Customer Service: Problem Solving and Troubleshooting Certified by LinkedIn Learning Customer Service: Serving Customers Through Chat and Text Certified by LinkedIn Learning Jobberman soft skill course for employer partners Developing Quality Customer Service Skills Certified by Alison Learning Project Management Certified by Coursera Prepare yourself for a career in sales Certified by LinkedIn Learning 2014 - 2016