Catherine Kashimawo (Jaiyesimi)

CATHERINE KASHIMAWO-JAIYESIMI Virtual Assistant D E TA I L S Lagos, Nigeria-- W O R K H I S TO R Y Customer Service Manager, Speedlearn, Inc., Lagos FEBRUARY 2022 — JANUARY 2024 • Championed customer satisfaction: 98% positive feedback ( 15 inquiries answered daily). Mastered multi-channel communication (Slack channels), resolved 100+ issues efficiently. • Aced 15 technical questions daily, exceeding customer expectations. Completed 400+ orders/forms/requests, boosting efficiency by 80% • Reduced average case resolution time by 15% while maintaining 95% satisfaction, boosting retention by 8% and saving 16% in support costs. • Active listening, research, and clear communication across 10 channels (email, phone) resulted in 91% customer satisfaction, 12% reduction in churn, and 28% increase in team productivity • Nailed 92% of first-contact resolutions, ensuring customers and retailers receive prompt, accurate support. Defused irate callers & addressed complex complaints calmly & professionally. • Converted 80% of product recommendations into purchases, boosting order value by 12%. Unearthed product power & sparked enthusiasm, igniting 18% adoption & fueling business growth. Virtual Assistant, Speedlearn, Inc., Lagos FEBRUARY 2021 — JANUARY 2022 • Mastered client communication via phone/video. Conducted 20 client calls/day, resolved 4 issues per call, saving 2 client hours. • Boosted productivity 25% (answered 25 emails/day, reduced call wait time by 12%). Managed 50 travel bookings, exceeding budget by 10%. Synchronized 25 appointments, saving 60 client hours. • Unearthed 500+ contact details of schools, saving 12 hours research. Guided communication for 30 client projects. Aced data accuracy. • Multitasking Maven: 60+ calendars coordinated. Saved 15 executive hours/week. Travel pro: 65 trips booked, saving 25% on costs. Reduced reschedules by 20%, ensuring smooth operations. • Solved 30 client problems/week, exceeding expectations. Grew client base by 12.5%. Mastered procedures, ensured 88% client satisfaction. • Ticked CRM tasks: Processed 100 entries/day, reduced data entry errors by 9%. Improved data accessibility by 15%, boosting team productivity E D U C AT I O N Accounting, Landmark University M AY 2 0 1 1 — J U LY 2 0 1 5 Graduated with 2nd Class Honors. LINKS WhatsApp SKILLS Writing Skills Customer Relationship Management Email Support Empathy Active Listening Skills Customer Data Initiative to follow up Phone Support Chat Support Slack Product Knowledge Good Organisation HubSpot Oral Communication Body Language Influencing Respond.io Customer Success Friendliness Customer Service Inbound Inquiry Zoho CRM Virtual Assistant Google Drive Microsoft Office Customer Feedback Documentation Data Entry Order Processing Complaint Management Calendly Scheduling Google Meet Zoom Microsoft Teams L A N G UAG E S English Yoruba