Chinenye Matilda Obi

CHINENYE MATILDA OBI BUSINESS OPERATIONS SPECIALIST Virtual Assistant | Project Coordinator | Administrative & Customer Support Email | LinkedIn PROFESSIONAL SUMMARY Results-oriented professional with over 7 years of experience in administrative support, customer service, and project coordination. Expertise in the handling of executive calendars, multichannel customer support, and successful project execution. Proficient in leveraging project management tools, CRM software, and customer support platforms to enhance processes. KEY EXPERTISE | SKILLS ● Project Planning and Execution: Skilled in developing project timelines, coordinating stakeholders, and meeting project objectives. ● Customer Experience: Committed to improving customer experience through active listening, resolving issues, and service quality. ● Administrative Support: Calendar Management, Data Entry, Document Preparation, Scheduling, Financial Reporting ● Customer Support: Multi-channel Communication-Phone, Email, Live Chat, Troubleshooting SaaS Applications, Customer Relationship Management ● Project Coordination: Project Planning, Task Delegation, Stakeholder Engagement, Issue Tracking, Risk Management ● Tools: MS Office Suite, Google Workspace, Trello, Asana, Monday.com, Zendesk, Intercom, HubSpot ● Methodologies: Agile-Scrum & Kanban, Waterfall, Change Management ● Technical Skills: Jira, Project Libre, Slack, Microsoft Project, Google Suite WORK EXPERIENCE Project Coordinator | Nearers.com- Nigerian Market Entry | Feb. 2024 - Aug.2024 ● Coordinated the launch of Nearers.com into the Nigerian market with a clear project plan to make the transition seamless for the users and guarantee brand adoption. ● Conducted market research, developed a localized value proposition, and drove key strategic partnerships in integrating with major Nigerian payment gateways and optimizing the platform for low-bandwidth environments. ● Proactively identified and mitigated potential risks throughout the project lifecycle. Customer Support Specialist | Digital Witch Support | 2022 - 2024 ● Provided multichannel support by phone, email, and chat to resolve technical issues for SaaS users and contributed to a 20% improvement in CSAT scores. ● Exceeded customer satisfaction goals and support with an increase in user retention rates of 25%. ● Conducted customer feedback surveys, providing actionable insights to improve service quality. Office Administrator | Seakey Marine Limited | 2018 - 2023 ● Organized project management activities: tracked deliverables and reported to the stakeholders using Trello, Asana, and Monday.com for timely completion of tasks. ● Managed executive schedules using tools like Google Calendar and Calendly, ensuring efficient time management for top-tier management. ● Streamlined document management processes, improving accuracy by 99% and reducing turnaround time for reports and data retrieval. EDUCATION | CERTIFICATION | TRAININGS ● Project Management Mastery Bootcamp: Digital Technology Business School, London (2024) ● Professional Certificate in Customer Experience Management (2024) ● Service Hub Software (2024) ● Creating Positive Conversations with Challenging Customers (2023) ● Certified Scrum Master (CSM) | Scrum Alliance (2022) ● ALX Virtual Assistant Course | ALX Africa (2022) ● Customer Service: Problem Solving and Troubleshooting (2022) ● BSc. Accountancy | Madonna University Nigeria | Sept. 2009