BLESSING ONGHAJI UKATU
Virtual Assistant | CRM Specialist | Data Analyst | Project Manager
I have over six years of experience supporting executives, managing CRM systems, analyzing data, and coordinating projects across
different teams. I am known for making workflows more efficient, improving service, and providing insights that help with strategic
decisions. My background includes customer operations, reporting, administrative support, M&E systems, and process improvement
in corporate, NGO, and remote settings. I am organized, detail-oriented, comfortable with technology, and have supported founders,
executives, and teams around the world.
SKILLS
● Calendar & Email Management
● Scheduling, Travel, Meeting
Coordination
● SOP Creation & Process Documentation
● Recruitment & Onboarding
● Inbox Triage, Prioritization & Follow-ups
● People Operations
● Ticket Management & Live Chat Support
● Zendesk, Gorgias, Shopify CRM,
Salesforce, HubSpot
● Email Support, & Call Handling
● Issue Resolution & Customer Retention
● Workflow & Administrative Optimisation
● Data Cleaning & Validation
● Appointment Setting & Follow-ups
● Workflow Optimization
● Monitoring & Evaluation
● KPI Development
● Training & Development
● Project Planning & Risk Management
● Client Retention & Engagement
● Telemarketing & Lead Qualification
● Excel, Power BI, SQL, Tableau
● Task Management: Trello, Asana,
ClickUp, Monday.com
KEY ACHIEVEMENTS
Operational, Administrative & CRM Impact:
• Improved reporting efficiency and service operations by enhancing M&E tools, CRM workflows, and internal documentation
systems.
• Streamlined admin and customer support processes, reducing escalations by 28% and improving customer satisfaction.
• Built dashboards and tracking systems that guided productivity decisions and reduced manual workload across operations.
Data & Analytical Impact:
• Developed analytical dashboards (Excel, Power BI, Sheets) guiding cost reduction, productivity improvements, and program
interventions.
• Improved data accuracy and reporting speed across NGO and private-sector projects through automated workflows and quality
checks.
Research & Engineering Impact:
• Conducted applied research on solvent extraction, distillation systems, and process modelling.
• Performed drilling-fluid stability research and supported environmental quality assessments.
• Designed a process engineering solution for a 1,000-metric-ton ethane production plant.
Culture, Engagement & People Experience Impact:
• Designed DEI-led culture programs, raising engagement scores from 55% to 80% with 90% participation.
PROFESSIONAL EXPERIENCE
MTN Nigeria - Customer Service Specialist
• Improved customer service workflows, reducing escalations by 28%.
• Responded to customer queries and resolved complaints with professionalism.
• Processed customer orders, contributing to sales and retention.
•
Delivered weekly feedback reports to support management decisions.
March 2023- August 2025
Hoproc Group - Appointment Setter / Email Assistant (Remote)
May 2020 – February 2023
• Managed executive and departmental calendars, scheduled meetings, and coordinated appointments across multiple time
zones.
• Handled daily email communication, prioritizing messages, drafting responses, and ensuring timely follow-ups.
• Made 100+ client follow-up calls weekly to confirm appointments, send reminders, and strengthen engagement.
• Maintained detailed records of client interactions, ensuring accuracy and consistency in CRM systems.
• Assisted in preparing documentation, schedules, and meeting summaries for internal and external communication.
• Coordinated with sales, customer service, and operations teams to ensure smooth appointment flow and reduced scheduling
conflicts.
• Improved email response speed and inbox organization by implementing structured categorization and automated filters.
BMI International – Telemarketer (Remote)
September 2019 – July 2020
• Conducted high-volume outbound calls to prospective customers to promote company products and services.
• Engaged customers with persuasive communication, resulting in increased lead generation and stronger conversions.
• Built rapport and trust with potential clients by understanding their needs and recommending appropriate solutions.
• Maintained accurate call logs, lead status updates, and customer details in CRM systems.
• Collaborated with the sales team to refine scripts, improve conversion strategies, and align messaging with customer behavior.
• Achieved or exceeded weekly and monthly targets, contributing to team sales goals.
• Identified qualified leads and passed them to senior closers for further engagement.
Citizen Disability – Prequalification & Closing Agent (Remote)
Jul 2018–Sep 2019
• Conducted detailed prequalification interviews with prospective clients to assess eligibility for disability benefits.
• Verified and documented client data, ensuring accuracy, compliance, and regulatory alignment.
• Guided clients through onboarding requirements, documentation submission, and next steps.
• Collaborated with closing specialists to prepare complete, high-quality client files for decision-making.
• Provided professional phone and email support to maintain client engagement throughout the process.
• Ensured timely follow-ups and helped clients meet submission deadlines, improving overall application completion rates.
• Maintained confidential records and updated CRM systems with all customer interactions.
• Contributed to improved operational efficiency by identifying workflow gaps and suggesting corrective actions.
China Energy Engineering Group– Documentation Officer / Data Entry Officer
• Entered, verified, and maintained large datasets with accuracy and confidentiality.
• Generated comprehensive reports supporting engineering decisions and project progress.
• Enhanced documentation workflows and improved data storage systems.
Jun 2019–Aug 2023
Afreximbank, Abuja – Relationship Manager / Graduate Intern
• Managed a portfolio of clients, strengthening business relationships and supporting financial applications.
• Conducted client visits, identified needs, and recommended tailored financial solutions.
• Designed targeted email campaigns that increased engagement and conversions.
TECH STACK
Jira, Trello, Asana, Monday.com, ClickUp, Confluence, Notion, Make (Integromat), Zapier, Airtable, Gamma App, SQL, Excel (Advanced),
Google Sheets, Power BI, Tableau, Zendesk, Gorgias, Salesforce, HubSpot, Apollo, RingCentral, Google Workspace, Microsoft Office Suite,
Microsoft 365, Slack, Zoom, Google Docs, Loom, ChatGPT, Claude AI, Textio, Workday, Moodle, TotalJobs Recruiter, Xero.
EDUCATION & PROFESSIONAL DEVELOPMENT
• Abubakar Tafawa Balewa University - Nigeria: BTECH Chemical Engineering
• Universidad Federal de Viçosa - Brazil: MSC Chemical Engineering – in progress
• CWW Tech Africa: Data Analytics
• HubSpot CRM Certification
• Salesforce Admin Certification
• Human Resources Certification Institute: Professional in Human Resource International (PHRi)
• Project Management Institute: Project Management Diploma
• Nigeria Society of Data Engineers: Member
• ALX: Alx Virtual Assistance Certification
• United People Global: Leadership Certification
• Coursera: Google Data Analysis Course
