Bem Gbateman | Freelancer Resume

GBATEMAN BEM JOHN 133 Bolaji Banwo Str. Lagos, Nigeria PROFESSIONAL SUMMARY Customer-focused Customer Service Agent and Virtual Assistant with over five years of experience supporting customers and clients in fast-paced, service-driven environments. Proven ability to handle customer inquiries via email, chat, and phone, provide clear solutions, and represent brands professionally. Highly organised, dependable, and comfortable working independently in remote teams. Passionate about helping customers, learning new systems, and contributing to long-term team growth. CORE SKILLS Customer Service and Support Email, Live Chat, and Phone Communication Ticket and Inquiry Resolution Remote Administrative Support Time Management and Multitasking Written and Verbal Communication Social Media Management and Engagement Online Research and Reporting Problem Solving and Critical Thinking Digital File Organisation PROFESSIONAL EXPERIENCE Customer Service Officer Medical Partners HMO, Lagos, Nigeria April 2021 – Present ● Handled daily customer inquiries regarding healthcare access, coverage, and hospital visits via phone and email. ● Guided enrollees through service procedures, ensuring issues were resolved quickly and accurately. ● Logged, tracked, and followed up on customer cases to ensure full resolution and customer satisfaction. ● Coordinated with hospitals and internal departments to resolve complaints, approvals, and service delays. ● Communicated policies and solutions clearly while maintaining a calm, empathetic, and professional tone. ● Reduced repeat inquiries by providing clear, first-contact resolutions whenever possible. ● Introduced an automated onboarding process that improved the speed and efficiency of enrollee onboarding by 30%. Virtual Assistant / Administrative Support Southern FM - Remote May 2021 – December 2022 ● ● ● ● Provided administrative and organisational support for daily operations. Assisted with email management, scheduling, and general coordination of tasks. Helped maintain records and organise information for efficient access and reporting. Supported communication with clients, audiences, or team members in a professional and timely manner. ● Carried out research and other assigned virtual support duties to meet operational needs. ● Demonstrated strong time management, multitasking, and attention to detail in a fast-paced environment. ● Helped improve workflow efficiency by 15% through better task coordination and record organisation. Virtual Assistant Seeding Labs - Remote September 2022 – January 2024 ● Provided remote administrative support to assist with daily operations and workflow management. ● Managed email correspondence, organised schedules, and supported calendar coordination. ● Conducted online research and prepared reports, summaries, and relevant information for internal use. ● Maintained digital records, documents, and files to improve organisation and accessibility. ● Supported communication tasks by responding to messages and ensuring timely follow-up on assignments. ● Worked independently while adapting quickly to new tools, systems, and evolving team needs. ● Improved file and document organisation, reducing time spent locating important records by 20%. Virtual Assistant / Social Media Support Right Touch Editing - Remote September 2024 – January 2026 ● Supported daily administrative tasks to ensure smooth remote operations. ● Assisted with social media management, including scheduling posts, monitoring engagement, and responding to messages. ● Helped organise content, files, and client information for easier access and workflow efficiency. ● Conducted research and prepared simple reports and updates to support business activities. ● Maintained professional communication with clients and team members through email and chat. ● Contributed to a consistent online presence and improved audience engagement across digital platforms. ● Contributed to a more consistent online presence, helping improve audience engagement by 15% Graphic Designer Pitch Smiles, Lagos, Nigeria February 2020 – May 2020 ● Designed promotional posters and marketing materials for small businesses. ● Collaborated with clients to translate ideas into visually appealing designs that supported brand visibility and sales. EDUCATION BSc Geography and Planning University of Lagos, Nigeria 2012 – 2016 LANGUAGES English – Fluent Tiv – Native INTERESTS Customer Experience Improvement Learning New Digital Tools Personal Development and Skill Growth