Chinedu Umensofor

CHINEDU UMENSOFOR Abuja, Nigeria - ||-LinkedIn Profile Virtual Assistant || Customer Support SUMMARY • • • Highly skilled Virtual Assistant with expertise in Customer Support and Administrative Tasks Skilled in providing exceptional customer service and ensuring seamless day-to-day operations using CRM software, Google Suite and technology Dedicated to building strong relationships, driving business growth by providing top-notch client support, problem-solving, effective communication and striving in a fast-paced environment following established procedures and practices SKILLS Proactive Communication Organizational Skills Time Management Tech-Savviness Research Skills Problem Solving Attention to details Adaptability Confidentiality Empathy & Patience CRM TOOLS Google Suite Zoom HubSpot Asana/Trello/ClickUp Zendesk/Freshdesk Jira/ServiceNow Calendly Microsoft Office Slack Salesforce Time Doctor/Harvest/Pick time Intercom/Live Chat Zapier Monday.com WORK HISTORY 02/2019 to Customer Support 04/2024 Fairjac Integrated Services • Consistently exceeded customer satisfaction targets, with an average rating of 95% • Successfully resolved over 95% of customer issues on the first call or response • • • • • Achieved a First Response Time of under 2 hours for 95% of customer inquiries Built strong relationships with customers, resulting in a 90% customer retention rate Provided support to 450+ clients, with a 90% satisfaction rate using CRM system Collaborated with internal teams to launch new product features, resulting in a 20% increase in sales Handled 3,000+ inbound calls in a month, with a 90% answer rate within 20 seconds 06/2015 to 05/2019 Virtual Assistant Harbec Global Services • • • • • Scheduled appointments and managed calendars using Calendly and Google Calendar, with a 0% cancellation rate due to scheduling errors Handled 9,000+ emails, with a 99% response rate within 2 hours with Gmail and Outlook Entered 4,700+ data points with 99.9% accuracy using Excel and Google Sheets Managed social media accounts with a 500% increase in followers and a 200% increase in engagement using Hootsuite and Buffer Successfully managed and completed 400+ tasks per quarter, with a 95% on-time completion rate VOLUNTARY ACTIVITIES Young Foundation Line for Social Development (YFSD) • • Managed the social media campaign to get more Africans to take part in series of trainings to enhance capacity building in key areas which resulted in 25% capacity building Got involved in the office and business development phase ................................................................................................................................................................................................................................................................................................................................................................... EDUCATION 01/2006 to 12/2011 University of Port Harcourt Bachelor of Engineering (Electrical/Electronic Engineering) TRAINING AND CERTIFICATIONS • • • • Customer Relation Management (La Plage Meta Verse) On-demand IT Skills (Digital Witch IT Support) Virtual Assistant (ALX) Customer Experience Management (Udemy)