MADUBUBA CHINENYE JANET
CUSTOMER SUPPORT REPRESENTATIVE || VIRTUAL ADMINISTRATIVE ASSISTANT
Lagos, Nigeria || - ||-|| LinkedIn Profile
SUMMARY
Customer Support Representative and Virtual Administrative Assistant with 9+ years of
experience delivering exceptional customer service and providing administrative expertise.
Skilled in handling customer inquiries, analyzing and resolving complex issues promptly, and
providing efficient support. Adept at managing multiple tasks, prioritizing effectively,
contributing to a positive team environment, and ensuring operational efficiency. Possess
excellent communication, problem-solving, and organizational skills, with a strong commitment
to providing top-notch service in a virtual and physical work environment.
SKILLS
▪Customer Service
▪Compliant Resolution
▪Sales & Marketing
▪ Documentation
▪Communication Skills
▪Microsoft Office Suite
▪Lead Generation ▪Time Management
▪Scheduling
▪Collaboration
▪Office Administration ▪Organizational Skills ▪Confidential
▪Appointment Scheduling ▪Zendesk ▪Hubspot ▪Slack ▪Trello ▪Freshdesk ▪Google
Workspace ▪Calendy ▪Asana ▪Salesforce
▪Zoho
▪Hubspot ▪Microsoft 365
PROFESSIONAL EXPERIENCE
Administrative Officer
07/2024 – Present
Hb Staffing Technology
Streamline executive calendar for efficient scheduling of management meetings, conferences,
and appointments, reducing scheduling conflicts by 20%.
Provided virtual administrative support by promptly addressing inquiries through email and
managing calls, resulting in a 20% increase in overall office effectiveness and productivity.
Coordinated recruitment, onboarding, and training for new employees, leading to a smoother
integration process and increased employee retention.
Improved operational efficiency by developing and implementing customer success processes,
resulting in a 10% reduction in average customer onboarding time.
Manage and restock office supplies and resources, reducing waste and cutting costs by 10%
through effective inventory control and vendor negotiation.
Customer Success Manager
06/2017 – Present
JIji.ng
Enhance client satisfaction through proactive issue resolution and tailored service delivery,
resulting in a 25% reduction in churn rate.
Conduct bi-annual business reviews, leading to a 20% increase in client expansion
opportunities and resolution of identified challenges.
Gather and present client feedback to product development and marketing teams, resulting in
product enhancements by the incorporation of client suggestions.
Reduce client attrition by 15% by proactively identifying at-risk clients, conducting in-depth
needs assessments, and developing customized retention plans.
Lead Generation Specialist
Radiant Power Washing
02/2024 – 06/2024
Created and implemented effective lead generation strategies to attract potential buyers,
sellers, and investors, contributed to a 20% increase in lead acquisition.
Utilized CRM systems to manage lead information, maintaining a comprehensive database of
2000+ leads for systematic lead nurturing and conversion.
Implemented lead qualification processes to improve lead quality and nurture relationships
through personalized communication, resulting in a 25% higher conversion rate.
Monitored and analyzed lead generation metrics, providing actionable insights and regular
reports that led to a 15% improvement in campaign effectiveness
Senior Account Executive
01/2014 – 05/2016
Cheki.ng
Optimized client experience by conducting client check-ins, identifying opportunities for
improvement, and implementing process enhancements.
Collaborated with product development teams to relay client feedback, resulting in the
implementation of 5 key product improvements and a 15% boost in product usability.
Addressed client inquiries within 24 hours and provided comprehensive training, which
increased product adoption by 35%.
KEY ACHIEVEMENTS
Enhanced Customer Satisfaction: Achieved 95% customer satisfaction by resolving over 500
inquiries per month through effective problem-solving and proactive communication.
Increased Efficiency: Increased overall efficiency and productivity by 30% by efficiently
managing scheduling, email correspondence, and document preparation for executives.
Optimized Administrative Processes: Successfully reduced office supply costs by 20% and
improved document retrieval times by implementing new organizational systems.
Improved Response Times: Reduced average response time to customer queries by 40%
through implementing an efficient ticketing system and streamlined workflows.
EDUCATION & CERTIFICATION
Fundamentals of IT support | 2024
Coursera
On-Demand Tech Skills | 2024
Digital Witch Community
Hubspot Sales Software Certification | 2024
Hubspot
Bachelor of Technology in Geology | 2011
Federal University of Technology – Owerri, Imo State, Nigeria
REFERENCES
Available on Request
