Chinelo Umeh

UMEH CHARITY CHINELO - -  Lagos State, Nigeria  https://www.linkedin.com/in/chinelo-charity-  umeh-0a- PROFESSIONAL SUMMARY Result-Oriented Virtual Assistant and Customer Support Specialist with over five years of experience, eager to contribute to team success through hard work, attention to detail, and excellent organizational skills with a clear understanding of customer support, conflict resolution, customer satisfaction, and Project Management, Executive support and Web research. Motivated to learn, grow and excel in a fast-paced industry. SKILLS Customer Support Organizational and Interpersonal skills Excellent Communication Skills Google Suite Microsoft Suite Technical Skills Inbound & Outbound Calls Team work & Collaboration Sales & Marketing Administrative Support EXPERIENCE Executive Assistant to the CEO HAPNELLY TRAVELS April, 2021 - Present Promptly responded to both inbound and outbound calls on behalf of the executive. Performed administrative duties such as record keeping, data entry, project planning, and preparation on behalf of the executive. Managed a team of 20 workers to ensure work productivity. Handled and responded to over 150 customer inquiries in all forms (email, phone, Live chat) daily for flight bookings and reservations. Professionally resolved all customers' complaints within the organizational Service Level Agreement. Followed up on previous customers for potential sales through cold calling and cold email. Maintained and ensured accuracy of internal reports and records according to the organizational standard. Managed complex office administrative work requiring the use of independent judgment and initiative. Customer Service Representative Divine Anyi Communications Limited March, 2018 - January, 2021 Scheduled and confirmed clients' appointments via phone, live chat, and email. Resolved all customers' complaints and inquiries within a short time. Prepared monthly payroll for disbursement of funds. Reviewed and approved supply requisitions as needed by the organization. Compiled and Recorded all Customers' biodata in the CRM system and this led to the prompt resolution of all customers' complaints. Maintained and ensured accuracy of internal reports and records according to the organizational standard. Customer Care Executive Divine Anyi Communications Limited January, 2015 - November, 2017 Promptly received and attended to inbound customer inquiries through the phone. Routed customers' unresolved complaints to the relevant unit using the defined escalation tool. Captured, documented, and updated all customer's inquiries using the approved CRM software. Adhered to assigned shift schedule and ensured availability. Identified potential cross-sell opportunities and referred interested customers to relevant sales teams. Resolved customers' complaints, provided appropriate solutions and followed up with customers according to the organizational Service Level Agreement. Virtual Assistant Divine Anyi Communications Limited May, 2012 - December, 2014 Increased profits by 20% through effectively maintaining relationships with clients and ensuring high-quality customer service. Coordinated the daily operational procedures to achieve work productivity. Performed market research to help in the development of a successful marketing plan for the organization. Represented the executive during stakeholders' meetings and deliberations. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns within a short time. Created awareness and surveys for new products. Managed my teammates to ensure proper customer service is being delivered and also communicated the job expectation to them. kept records of customers' contracts, interactions, and processed customers' accounts in the CRM software. EDUCATION University of Liverpool Post Graduate Certificate in Management. 2016 - 2019 Federal Polytechnic, Nekede, Owerri, Imo State, Nigeria Higher National Diploma (HND) in Town and Regional Planning. 2006 - 2008 Federal Polytechnic, Nekede, Owerri, Imo State, Nigeria National Diploma (ND) in Town and Regional Planning. 2003 - 2006 CERTIFICATIONS & AWARDS IATA Foundation in Travel and Tourism Certified by Lagos Aviation Academy. Customer Service: Problem Solving and Troubleshooting Certified by LinkedIn Learning Technical Support Fundamentals Certified by Coursera Inbound Sales Certified by Hubspot Academy Building Rapport with Customers Certified by LinkedIn Learning Customer Service: Call Control Strategies Certified by LinkedIn Learning LANGUAGES English Igbo REFERENCE Available on Request - ""