Aziba Lydia Uche

AZIBA LYDIA UCHE Virtual Assistant | Customer Support Professional Cagliari, Italy (Open to Remote) •-• LinkedIn: Aziba Lydia PROFESSIONAL SUMMARY Detail-oriented Virtual Assistant and Customer Support Professional with 10+ years of experience delivering remote administrative support, inbox and calendar management, and CRM management across diverse industries. Certified in Virtual Assistance (2026) with proven expertise in scheduling and appointment management, data entry and record keeping, customer communication, and workflow automation. Proficient in Google Workspace, Microsoft Office, HubSpot, Freshdesk, Zendesk, Trello, Asana, ClickUp, and Zapier. Consistently delivers organized, accurate, and timely support to founders, executives, and growing teams — combining strong attention to detail, proactive communication, and a self-motivated work ethic in fully remote environments. CORE SKILLS & TOOLS Administrative Support: Email Inbox Management, Calendar Management, Scheduling & Appointment Setting, Data Entry, Digital Filing Systems, Report & Presentation Preparation, Travel Arrangements CRM & Ticketing Systems: HubSpot, Freshdesk, Zendesk — CRM Updates, Customer Record Maintenance, Ticket Handling, Pipeline Management Productivity & Collaboration Tools: Google Workspace (Docs, Sheets, Drive, Gmail), Microsoft Office (Word, Excel, PowerPoint), Slack, Zoom, Microsoft Teams Project Management: Trello, Asana, ClickUp, Monday.com — Task Tracking, Deadline Management, Team Coordination Automation & Workflow: Zapier (Basic Workflow Automation), Process Documentation, Workflow Optimization Operational Support: Invoicing Support, Basic Bookkeeping Coordination, Online Research, Client Onboarding Support, Social Media Management Support Soft Skills: Attention to Detail, Time Management, Clear Written Communication, Empathy, Independent Work, Proactive Communication, Confidentiality WORK EXPERIENCE IT Support Intern – Email Marketing & Customer Support | Gao Tek | 2026 – Present •​ Managed and organized customer email inboxes using Gmail and HubSpot, responding to 30+ inquiries weekly and reducing average response time by 20% through structured workflows. •​ Maintained and updated CRM records in HubSpot and Freshdesk, tracking 50+ customer interactions with 100% accuracy and ensuring complete contact detail integrity. •​ Created 10+ standardized email response templates and monitored workflow metrics, contributing to a 15% improvement in team response efficiency. •​ Prepared support reports and documented support tickets to ensure organized, accountable case management and continuous workflow optimization. •​ Prioritized and escalated support issues using Freshdesk ticketing system, maintaining seamless customer communication and faster resolution times. Sales Manager | Victory Foods — Lagos, Nigeria | Jan 2021 – Dec 2025 •​ Managed email communications and client correspondence for 30+ wholesale and retail accounts, sustaining a 90%+ customer retention rate through proactive relationship management and contract negotiations valued at $500K+ annually. •​ Coordinated schedules and appointments for a team of 10+ sales representatives, maintaining detailed digital records of contracts and performance data using Google Workspace. •​ Prepared reports and presentations on sales performance and market trends, improving forecasting accuracy by 15% and reducing stock shortages across 30+ clients. •​ Supported invoicing and basic bookkeeping coordination, maintaining organized financial filing systems that improved accountability and document retrieval. •​ Executed strategic operational plans that increased market penetration by 20% within 12 months and grew annual revenue by 25%. Teacher | Albert Aluko Schools — Lagos, Nigeria | June 2019 – Sept 2021 •​ Managed 15+ weekly inquiries from parents and stakeholders via email and in-person communication, demonstrating clear written communication and empathy. •​ Maintained digital and physical filing systems for 40+ student records per term, ensuring accuracy and easy retrieval. •​ Prepared and delivered structured reports and presentations that improved parent satisfaction and stakeholder engagement. Administrative Secretary | Dass Local Government — Bauchi State, Nigeria | Sept 2018 – March 2019 •​ Scheduled meetings and appointments for senior officials, coordinating calendar management and improving workflow efficiency by 30%. •​ Managed and organized 300+ official records with 100% accuracy, maintaining digital and physical filing systems that improved document retrieval and accountability. •​ Handled 25+ daily internal and external inquiries via email and in-person, ensuring clear and timely communication across departments. Executive Administrative Assistant | Unique Prisca School | Jan 2012 – July 2018 •​ Coordinated schedules, meetings, and appointments for school leadership, supporting seamless daily operations across administration, teachers, students, and parents. •​ Maintained confidential student and staff records in compliance with data protection standards, organizing filing systems for fast and accurate retrieval. •​ Prepared official correspondence, reports, and administrative documentation, handling enrollment, attendance tracking, and front-office support. Administrative Secretary | Ebelechukwu Printing Press | Jan 2010 – Sept 2012 •​ Managed daily office operations including phone calls, emails, customer inquiries, and data entry, ensuring smooth workflow and client satisfaction. •​ Organized and maintained digital and physical filing systems for customer orders and company documents, ensuring accuracy and operational efficiency. PROJECT EXPERIENCE Customer Support Simulation | Tools: HubSpot, Freshdesk, Trello | 2026 •​ Managed 30+ mock customer inquiries weekly, improving response time by 20% through structured workflows and standardized CRM updates. •​ Created 10+ response templates and maintained accurate CRM records for 50+ cases in HubSpot and Freshdesk. •​ Identified recurring customer issues through data analysis, improving response efficiency by 15% and enhancing documentation practices. Administrative Task Management | Tools: Google Workspace, Slack, Asana | 2026 •​ Coordinated schedules and tracked 10+ weekly tasks for a 5-member virtual team, achieving 100% on-time completion rate. •​ Organized 200+ digital records using Google Workspace, improving team accessibility and operational efficiency by 25%. •​ Monitored project timelines and deliverables via Asana, reducing task delays by 15% through structured tracking and reporting. KEY ACHIEVEMENTS •​ Reduced mock inquiry response time by 20% through creation of 10+ CRM templates in HubSpot and Freshdesk. •​ Maintained 100% on-time task completion rate while coordinating schedules for a 5-member remote team. •​ Organized 200+ digital records, increasing team efficiency by 25% through improved document accessibility. •​ Sustained 90%+ customer retention rate at Victory Foods through proactive relationship management and contract negotiation. •​ Coordinated 300+ official government records with 100% accuracy at Dass Local Government. EDUCATION & CERTIFICATIONS Virtual Assistant Training Certificate — Digital Witch Tech Support | Jan 2026 Focus: CRM Systems, Remote Client Support, Workflow Automation, Scheduling & Calendar Management, Task Management Tools Higher National Diploma (HND), Estate Management — Auchi Polytechnic, Edo State, Nigeria | 2017 NIESV Certification — Nigerian Institution of Estate Surveyors and Valuers | 2015