Angela Daramola

ANGELA DARAMOLA Lagos, Nigeria | --| LinkedIn | SUMMARY An experienced Virtual Assistant with over 16 years in customer service support, specializing in client communications, scheduling, research, and data reporting. A proficient problem-solver adept at anticipating team needs, streamlining processes, and leveraging various technologies to enhance operational efficiency. Fluent in English and committed to delivering high-quality work in dynamic, remote environments, dedicated to long-term growth and success. EDUCATION African Leadership Xcelerator - Remote Salesforce Administrator / Virtual Assistant African Leadership Xcelerator – Remote Salesforce Administration Moshood Abiola Polytechnic– Abeokuta, Ogun State HND, Mass Communication May 2023 - Sept 2024 May 2023- March 2024 February 2001 – July 2006 WORK EXPERIENCE Executive Assistant September 2024 - Present Equity In Tech Group - London, United Kingdom • Served as the key point of contact between executives and internal/external clients, ensuring 100% response rates within 24 hours and building strong professional relationships. • Efficiently handled incoming messages, and correspondence, routing inquiries appropriately and ensuring zero missed critical communications. • Addressed executive requests and client queries with a 98% satisfaction rate, providing timely and accurate solutions. • Maintained executives’ diaries, organized meetings, and set appointments with 100% accuracy, reducing scheduling conflicts by 20%. • Organized complex travel itineraries and arrangements for executives, achieving a 15% cost reduction through negotiating with vendors. Virtual Assistant August 2024 - September 2024 ALX Africa - Remote • Prepared detailed minutes, and generated accurate reports and presentations, reducing document processing time by 70%. • Produced comprehensive reports and presentations for executive meetings, leading to a 90% satisfaction rate from stakeholders for the quality of deliverables. • Managed executive schedules, optimizing workflow, and increasing executive productivity by 20% through proactive time management and prioritization. • Employed targeted strategies and tools to generate and engage potential leads, increasing qualified lead generation by 50%. • Compiled and organized lists of potential customers using demographic, psychographic, and behavioral criteria, improving lead conversion rates by 15%. • Developed and implemented time management strategies, increasing task efficiency and reducing response times by 30% Team Lead, Contact Center July 2014 - Present 9mobile Nigeria - Lagos, Nigeria • Achieved 98% compliance with service levels in Contact Centre Operations by implementing performance measurement and quality control matrices, improving customer satisfaction and retention. • Trained and equipped over 100 contact center agents in tele-sales, resulting in a measurable increase in monthly sales revenue. • Maintained a 90% service level agreement for prompt query resolution, ensuring high standards of customer support and loyalty. • Reduced call handling time by 20% through effective team performance monitoring, enhancing customer service for postpaid and prepaid customers. Improved customer service delivery by optimizing Standard Operating Procedures (SOPs), leading to a 15% decrease in customer complaints. Conducted quality monitoring and addressed developmental needs, increasing agent performance and customer satisfaction by 25%. Streamlined operations by optimizing CRM systems, increasing overall productivity by 30%. Boosted team productivity by 10% through effective guidance, performance management, and regular coaching. Increased cross-selling and upselling opportunities by 12% by identifying customer needs and introducing additional products and services. Led employee engagement programs, rewards, and recognition schemes, improving staff performance and retention by 20%. • • • • • • Customer Care Executive – Email Helpdesk May 2012 - July 2014 Etisalat- Lagos, Nigeria • • • • • Accomplished excellent customer support by responding to emails and web chats promptly, meeting a 95% servicelevel agreement, resulting in heightened customer satisfaction and a 15% reduction in customer complaints. Resolved complaints via email and web chats, achieving an 80% first-contact resolution rate, which streamlined the customer care process and increased overall customer retention by 10%. Contributed to Etisalat's marketplace success by executing customer retention strategies that reduced churn by 15%, resulting in a positive brand image and increased profitability. Analyzed product/service feedback and implemented necessary improvements, leading to a 10% increase in customer satisfaction and a 7% rise in customer loyalty over two years. Collected data on customer care concerns and suggested corrective actions, which contributed to a 12% improvement in overall service delivery alignment with customer needs. Customer Service Executive April 2008 - May 2012 Etisalat - Lagos, Nigeria • Achieved a 95% service level agreement by promptly responding to customer inquiries via email and web chats, reducing complaints by 15% and boosting customer satisfaction. • Executed customer retention strategies that reduced churn by 15%, increased profitability, and contributed to $500,000 in total revenue growth over 4 years. • Resolved 90% of issues on first contact and escalated complex cases with 100% follow-up compliance, resulting in a 20% decrease in unresolved issues and a 10% improvement in retention. SKILLS Leadership Data Analysis Event Management Business Process Project Coordination Call Center Management Customer Onboarding Customer Retention Research Problem Solving Calendar Management Account Management Collaboration Email Management Customer Support Customer Experience Strategic Planning Scheduling Reporting Communication Data Collection Customer Satisfaction Travel Itinerary CRM