Bernice Maxwell

BERNICE MAXWELL - GENERAL VIRTUAL ASSISTANT -- LinkedIn Profile Working Remotely PROFESSIONAL STATEMENT: Experienced professional with over four years of expertise in bookkeeping, administrative support, and customer service. Demonstrated ability in financial management, accurate data entry, and handling client inquiries via phone and live chat. Adept at optimizing processes, ensuring confidentiality, and delivering exceptional customer support. Proficient in using QuickBooks, Microsoft Office Suite, and CRM systems such as Zendesk and HubSpot. Strong multitasking abilities. CORE SKILLS AND COMPETENCIES • • • • • • • • • • Bookkeeping & Financial Management Administrative Support & Office Coordination Phone & Live Chat Customer Service Data Entry & Document Management CRM Systems (Zendesk, HubSpot, Freshdesk) Time Management & Organizational Skills Communication & Client Relationship Building Microsoft Office Suite & Google Workspace Multitasking in High-Pressure Environments Confidentiality & Data Security (HIPAA Compliance) PROFESSIONAL EXPERIENCE Virtual Executive Assistant & Bookkeeper Hyper City Retail Limited Jan 2024 – December 2024 • • • • • Remote Managed client accounts, processed invoices, and tracked expenses using QuickBooks and Zoho Books, reducing invoice processing time by 25%. Assisted in budgeting, financial reporting, and reconciliations, helping to identify cost-saving opportunities that reduced expenses by 15%. Handled administrative tasks including scheduling, email management, and document organization, improving office efficiency by 20%. Communicated with clients to resolve queries and provide timely updates, achieving a 95% customer satisfaction rate. Delivered exceptional customer service via phone and live chat, reducing response time by 30% while maintaining high service quality. Administrative Assistant INAN Management Inc. Aug 2021 – Dec 2023 • • Supported daily office operations, including data entry, filing, and managing communications, resulting in a 20% improvement in overall workflow. Coordinated appointments, meetings, and managed calendars for executives, reducing scheduling conflicts by 10%. • • • Ensured efficient document management, record-keeping, and adherence to organizational protocols, improving document retrieval time by 15%. Provided administrative support to staff, including preparing reports and correspondence, which contributed to a 25% increase in team productivity. Assisted with bookkeeping tasks, including updating financial records and preparing simple financial reports, leading to a 20% reduction in time spent on financial reconciliations. Phone & Chat Support Specialist Ultimate Specialist Hospital Mar 2020 – May 2021 • • • • • Responded to customer inquiries via phone and live chat, resolving 95% of inquiries on the first contact, improving customer retention by 20%. Documented interactions and updates in the CRM system to track customer issues and resolutions, ensuring 100% accuracy in data entry. Managed high volumes of inbound inquiries while maintaining an average response time of under 2 minutes, increasing overall team efficiency by 30%. Resolved customer complaints, ensuring a positive experience for all clients, which contributed to a 15% increase in customer satisfaction scores. Familiar with medical office support, providing assistance with appointment scheduling and client inquiries, maintaining HIPAA compliance at all times. ACADEMIC QUALIFICATIONS: B.Sc. Accounting Rivers State University 2014 – 2018 National Diploma, Accounting Imo State Polytechnics 2010 – 2012 PROFESSIONAL MEMBERSHIP TRAINING AND CERTIFICATIONS: Chartered Accountant - Institute of Chartered Accountants of Nigeria (ICAN) 2024 SkillBoost Limited – Proficient in Advanced Excel and PowerBi 2022 TECHNICAL SKILLS • • • • • • Accounting Software: QuickBooks, FreshBooks, Zoho Books Office Suites: Microsoft Office Suite, Google Workspace CRM Systems: HubSpot, Zendesk, Freshdesk Communication Tools: Slack, Zoom, Microsoft Teams, Intercom Project Management Tools: Trello, Asana, ClickUp Time Management Tools: Toggl, Clockify, Harvest REFEREES: Available on request