CHIOMA JOSEPH
Port Harcourt, Rivers State. Nigeria
Professional Summary
A highly skilled Virtual Assistant and Customer Service professional with over 5 years of hands-on experience
delivering top-tier administrative support to entrepreneurs and businesses across various industries. Known for
streamlining operations, enhancing client satisfaction, and managing day-to-day tasks efficiently and
professionally.
Top-performing and resourceful professional with impressive performance in Sales, Administration, Human
Resources, key relationship management, and value chain optimization.
Highly adept at utilizing a wide range of CRM tools and platforms. Experienced in managing schedules, handling
confidential correspondence, overseeing tasks, and coordinating travel arrangements.
Well-organized, quick learner committed to delivering high-quality results. Adaptable and versatile worker,
providing excellent customer service within dynamic environments.
Skills & Proficiencies
Administrative Support
Customer Service (Phone,
Chat, and Email)
Microsoft Office Suite &
Google Workspace
Technical Troubleshooting
Spreadsheet & Document
Handling
Remote Collaboration
(Slack, etc.)
Calendar & Email
Management
Time Management &
Multitasking
Relationship Management
Sales & Marketing Support
Team Leadership &
Coordination
Presentation Design &
Public Speaking
Data Entry &
Documentation
CRM Tools (Zendesk,
HubSpot, Gorgias, Asana,
Trello, Clockify, GHL)
Communication & Conflict
Resolution
Social Media Management
Software Integration &
Automation
Document Formatting &
Template Creation
Work Experience
Phone Support Representative | Private Client | Aug 2024 – Feb 2025
Managed inbound and outbound calls, providing personalized support for booking reservations, including
accommodations, flights, and transportation for the client.
Coordinated and arranged Airbnb stays, ensuring the selection of properties that met client preferences for
location, amenities, and budget.
Handled special requests, ensuring that all accommodations and bookings met the client’s specific needs and
preferences, from early check-ins to pet-friendly options.
Provided detailed and timely information to clients about their bookings, including check-in/check-out
procedures, cancellation policies, and any changes to their reservations.
Resolved booking-related issues promptly, offering solutions such as alternative accommodations or dates,
ensuring customer satisfaction and peace of mind.
Maintained organized records of all reservations, changes, and client preferences to ensure a seamless booking
experience for future trips.
Collaborated with Airbnb hosts, hotels, and transportation services to ensure a smooth and enjoyable client
experience.
Managed client inquiries related to trip logistics, ensuring timely communication and handling last-minute
changes or urgent requests.
Delivered exceptional customer service, maintaining a professional, friendly, and empathetic demeanor during
all phone interactions, contributing to a 35% improvement in client satisfaction and a 25% increase in repeat
bookings.
Contributed to a 20% increase in overall customer retention by providing consistent, reliable, and proactive
support in all aspects of trip planning.
Consistently met and exceeded client expectations, handling 50+ reservations per month while maintaining a 95%
client satisfaction rating.
Sales Representatives| Oojo Travel Agency | Mar 2023 – Jun 2024
Managed high-volume customer interactions, assisting over 150+ passengers weekly with booking tickets,
answering inquiries, and offering travel recommendations.
Actively promoted and sold protection plans, increasing sales by 40% and enhancing customer experience by
ensuring coverage and peace of mind during travel.
Provided clear, accurate, and timely information regarding ticketing options, travel routes, and pricing, helping
customers make informed decisions, leading to a 25% increase in customer satisfaction.
Delivered exceptional customer service, addressing concerns, resolving issues, and ensuring a smooth booking
process for passengers, reducing complaint resolution time by 30%.
Maintained accurate records of transactions and customer interactions, using CRM systems to track sales and
follow-up leads, ensuring an organized workflow.
Exceeded sales targets by 50% and consistently achieved KPIs, including sales conversion rate and customer
satisfaction metrics.
Collaborated with team members and other departments to ensure seamless ticketing and service delivery,
optimizing customer satisfaction and loyalty, contributing to a 20% increase in customer retention.
Contributed to the company’s growth by building strong relationships with repeat customers, increasing customer
retention by 30% through personalized service.
Virtual Assistant | Delightful Cleaning Agency | Feb 2023 – Oct 2023
Managed daily operations, processing 100+ invoices monthly, preparing quotes, and maintaining client records,
ensuring 98% accuracy in all financial transactions and streamlining billing processes.
Served as the primary client liaison, efficiently handling 50+ inquiries weekly and scheduling cleaning services,
maintaining a 95% client satisfaction rate through timely and effective communication.
Executed targeted marketing initiatives, growing social media engagement by 30% and contributing to a 15%
increase in customer inquiries through well-planned campaigns and promotions.
Streamlined office systems, enhancing workflow efficiency by 25%, reducing administrative processing time,
and improving client response times through better organization and task prioritization.
Assisted in developing standard operating procedures (SOPs), ensuring consistency across tasks and improving
team collaboration.
Coordinated with cleaning teams to ensure client expectations were met, leading to a 20% improvement in client
retention through superior service delivery and communication.
Handled and prioritized calendar management, scheduling appointments, and coordinating multiple service
requests, ensuring all client needs were met on time.
Prepared and proofread client-facing documents, ensuring all correspondence, contracts, and marketing materials
were professionally presented and aligned with brand standards.
Managed the company’s CRM system, ensuring accurate and up-to-date client information, tracking service
history, and sending reminders for upcoming appointments.
Assisted in data entry and basic data analysis, providing actionable insights to the management team to inform
business decisions.
Developed and maintained a robust filing system, organizing client records, invoices, and contracts to ensure easy
access and compliance.
Provided ongoing support for administrative tasks, including purchasing supplies, coordinating with vendors, and
maintaining office supplies inventory.
Email Management Specialist | Private Client | Nov 2020 – Dec 2022
Efficiently managed an average of 150+ emails daily, ensuring a 99% response rate within 24 hours, significantly
improving client communication efficiency and streamlining correspondence.
Implemented advanced email filters, templates, and automation systems, reducing response time by 35% and
enhancing overall workflow, allowing for faster issue resolution and smoother operations.
Managed high-priority and confidential correspondence, scheduling meetings, flagging urgent requests, and
prioritizing key tasks, resulting in a 20% increase in executive productivity and more effective time management.
Reduced email backlog by 40% through proactive inbox management, flagging high-priority emails, categorizing
messages, drafting professional responses, ensuring timely follow-ups, and eliminating delays.
Collaborated closely with my client to manage communication with other clients, vendors, and partners, ensuring
that all responses were in line with his preferences and expectations, maintaining a high level of professionalism.
Prepared and sent daily summaries of key emails and actions taken, providing him with regular updates to ensure
he was always informed on essential matters.
Established and maintained a comprehensive system for organizing and archiving emails, ensuring easy retrieval
of critical documents, contracts, and communications when needed.
Managed complex scheduling requests through email, coordinating meetings, travel arrangements, and
appointments, ensuring seamless calendar management and a 100% accuracy rate.
Developed email response templates and improved the efficiency of common email responses, reducing the time
spent drafting replies and increasing overall productivity.
Assisted in managing personal and professional correspondence, ensuring prompt and courteous responses to all
inquiries, strengthening relationships with clients, and improving satisfaction.
Customer Support Specialist | Givanans | May 2019 – Mar 2021
Delivered exceptional real-time chat and email support, successfully resolving 90% of customer inquiries on the
first interaction, significantly improving service efficiency and customer satisfaction.
Managed and processed 500+ customer orders per month with 98% accuracy, ensuring timely and seamless
delivery of high-quality soap products to customers.
Handled 50+ escalated cases weekly, achieving a 90% resolution rate, addressing complex issues effectively, and
boosting customer retention.
Conducted proactive follow-ups with customers, increasing repeat engagement by 20% and reducing churn by
15%, contributing to long-term customer loyalty.
Streamlined support workflows by improving ticketing and communication processes, reducing response time by
35% and enhancing overall operational efficiency.
Provided in-depth product and service guidance, leading to a 25% increase in customer satisfaction scores by
helping customers make informed purchasing decisions.
Collaborated with cross-functional teams to ensure product quality and consistency, ensuring customer
expectations were consistently met.
Contributed to the growth of the customer service department by training new team members and sharing best
practices, promoting a positive, customer-centric environment.
Education
Bachelor of Science in Clinical Sciences: Physiotherapy | University of Ibadan – Ibadan, Oyo State. Nigeria |-.
Certifications
Virtual Assistant – Alx
Basic Agent (Shopify) Certification – Gorgias
On-Demand IT Skills Training – Digital Witch Support Community
HubSpot Inbound Certification – HubSpot
Technical Support Fundamentals – Coursera
Customer Service Skills – Alison
Nov 2024
Apr 2024
Mar 2024
Dec 2023
Oct 2023
Dec 2022
