Anthonia Chinenye Ndeke

ANTHONIA CHINENYE NDEKE PROFESSIONAL SUMMARY Dedicated and results-driven professional with over seven (7) years of experience in customer service, administrative support, project and property management, and executive assistance. Proven track record of achieving exceptional results, including a 70% success rate, and received 90% positive customer survey feedback. Skilled in optimising workflows and providing excellent customer, administrative, and technical support. Proficient in leveraging CRM tools to manage leads and enhance operational efficiency. I am motivated to excel in a fast-paced environment and committed to continuous learning and growth. SKILLS • Customer Service (Email, Phone, and Live chat) • Excellent Communication Skills • Cold Calling & Appointment Scheduling • Google Workspace | Microsoft Office Suite • Highly Organized • Attention to detail • Project Management (Trello, Asana, Click Up, Notion, Monday.com) • CRM Tools (Zendesk, Hubspot, Zoho, Squarespace, Dubsado, GoHighLevel, Slack) • Zoom, Calendly, Skype, Acuity, Canva • Property Management & Hosting(Airbnb ,booking.com, Hostaway, Housecallpro) • Data Entry • Calendar Management • Lead Generation • Sales Closing • Team Management • Research & Analysis WORK EXPERIENCE Client Outreach Specialist (Contract) Sep. 2024 –Aug 2025 Cara Business Solutions USA • Conducted targeted prospect research using LinkedIn Sales Navigator, identifying qualified leads across industries. • Managed and maintained accurate lead records in Google Sheets, ensuring seamless data tracking and follow-up. • Sent Personalised connection requests and follow-up messages, pitching the company’s services to prospective clients. • Nurtured relationships through consistent outreach, increasing response and engagement rates. • Supported the sales pipeline by qualifying leads and forwarding high-potential prospects to management for conversion.. • Maintained CRM data accuracy, reducing redundancies by 85% and improving overall operational efficiency. Strategic Business Executive Jun. 2024 – Oct. 2024 Ambiance Media Group, Maryland, USA • Increased lead generation efficiency by 70% through the strategic use of Apollo, Hunter.io, and SMM deal finder, identifying high-quality business opportunities. • Significantly improved prospect identification process, leading to a 30% increase in successful connections with key decision-makers through thorough research on Google, LinkedIn, and other platforms. • Enhanced email campaign engagement rates by 25% by crafting and executing targeted pitches tailored to the specific needs of prospective clients. • Revamped the lead information organisation system, improving data retrieval speed by 35% and ensuring all verified lead details are accurately maintained in the spreadsheet and GHL. Scheduling Coordinator (Contract) May 2024 –Jul. 2024 Elite Diamond Cleaning USA • Streamlined the appointment scheduling process, resulting in a 20% reduction in scheduling errors and improved client satisfaction. • Coordinated cleaners' schedules with client needs, ensuring 100% on-time service delivery during the contract period. • Enhanced communication between clients and the cleaning team, increasing customer retention by effectively managing expectations and follow-ups. Cold Caller/Appointment setter Sept. 2023 – Aug. 2024 Blackstormrealty Montreal Quebec, Canada • Maintained a high % conversion rate of 30% from cold calls to scheduled appointments. • Received positive feedback on call quality and professionalism, consistently exceeding quality assurance benchmarks. • Managed an impressive appointment-setting rate, resulting in workflow efficiency that increased sales. • Skip trace potential buyers, contributing to lead generation and revenue growth. Property Manager/Host (Self-employed) Aug. 2018 – May 2024 • Managed multiple properties, achieving a 90% occupancy rate and ensuring timely communication and resolution of guest inquiries and issues. • Coordinated property maintenance, scheduling, and guest communications to ensure seamless operations and high guest satisfaction. • Implemented an automated booking and calendar management system, reducing manual errors by 30%. • Adept at property searches and acquisitions by leveraging the knowledge of Airbnb, Zillow, Booking.com, and VRBO. Executive Assistant/Customer Support Jun. 2019 - May 2023 Jovicare Pharmacy, Anambra, Nigeria • Maintained a meticulous record of appointments, reducing scheduling errors by 50%. My experience in appointment setting has been instrumental in keeping executives organised and on track, facilitating their productivity and focus on critical tasks. • Improved task completion timelines by 20% by efficiently translating meeting notes into actionable tasks. • Increased executive efficiency by 30% through precise calendar management, streamlined email organisation, strategic travel coordination, and expense reporting for the CEO. • Collaborated with the executive in project planning and presentation, resulting in a 35% increase in work productivity. • Managed a team of 20 professionals and maintained an 85% accuracy of clients’ records for optimum productivity and business expansion. Customer Service Specialist/ Account Manager Jul. 2016 – May 2019 Chrisnak Ventures Limited, Anambra, Nigeria • Achieved a 95% customer satisfaction rate based on positive survey feedback. • Created and implemented SOPs, internal systems, onboarding, and client management. • Processed over 50 customer orders daily, resulting in a 60% increase in sales. • Supervised the resolution of all customers' complaints within the organisational service level agreement and maintained a 4.9-star rating. • Processed invoices and cash collections and maintained accounts payable records, translating to 100% accuracy in documentation. Account Officer (Monitoring and Control Unit) Jan. 2013 - Jun. 2016 Chrisnak Ventures Limited, Lagos State, Nigeria • Reconciled and monitored over 400 customers' account details for non-payments, delayed payments, and other irregularities to maintain accounts receivable and payable. Also generated reports for review and decision-making. • Improved financial statement and analysis accuracy by 80% through meticulous ledger summary. • Achieved a 99.9% data accuracy rate in data entry tasks, ensuring data integrity and reliability. • Orchestrated the implementation of a streamlined data entry process, reducing errors by 20%. • Collaborated with the marketing and customer service departments to ensure an improvement in sales and account processing. Administrative Officer Apr. 2010 - Dec. 2012 Humec Chemicals, Lagos, Nigeria • Increased office efficiency by 20% by optimising administrative processes and reducing operational costs by 35%. • Resolved over 100 client complaints, enhancing service levels and client satisfaction. • I implemented weekly stock-taking and inventory management, improving inventory by 50%. • Managed and maintained client files and ensured all documents were organised and readily accessible. Customer Service Officer (Sales) Apr. 2009 - Feb. 2010 United Bank for Africa, Lagos, Nigeria • Resolved over 400 customer complaints regarding debit and credit card issuance, financial transactions, and several other complaints within the organisational service level agreement, resulting in an 85% closure rate. • Reduced information misalignment by 70% through meticulous customer data recording and storage. • Managed over 500 customers using CRM software, leading to a revenue increase of 40%. • Resolved complex customer complaints promptly by troubleshooting, sending questionnaires, and ensuring customer satisfaction. VOLUNTEER 2000 – till date • Teach Basic English and Mathematics in schools and private tutoring sessions. • Oversee parents’ feedback to ensure students’ comfort and promptly address concerns. • Monitor students’ grades and progress, providing individualised support as needed. • Implemented strategies that increased overall student performance in English and Mathematics by over 50%. • Organised and coordinated numerous live events, ensuring smooth execution and high attendee satisfaction. • Provided feedback to management on event outcomes and initiated measures to enhance future events, increasing community engagement by over 50%. EDUCATION • University of Nigeria Nsukka, Enugu State, Nigeria 2002 - 2008 Bachelor of Science (BSc.) in Statistics & Economics PROFESSIONAL DEVELOPMENT • Workflow Specialist by Asana • Foundations of Project Management by Coursera • Inbound Sales certified by Hubspot Academy • Customer Service Fundamentals certified by Udemy • Property Management by Digital Hospitality Hub • Technical Support Fundamentals Certified by Coursera • Critical Thinking For Better Judgement and Decision-Making by LinkedIn • Build Your Skills In Customer Service by LinkedIn • Building Rapport with Customers by LinkedIn • Creating Positive Conversations with Customers by LinkedIn • Customer Service Foundations by LinkedIn • Customer Service: Call Control Strategies by LinkedIn • Customer Service: Problem-Solving and Troubleshooting by LinkedIn • Customer Service: Handling Abusive Customers by LinkedIn • De-escalating conversations For Customer Service by LinkedIn • Serving Customers Using Social Media by LinkedIn • Data Analysis in Excel by DataCamp