Clementina Iyere

CLEMENTINA IYERE CONTACT LinkedIn: Clementina Iyere Email-Tel: - CORE SKILLS & COMPETENCIES  Customer Support & Client Relationship Management  Email, Calendar & Inbox Management  CRM Tools: HubSpot, Zendesk, Freshdesk, Zoho  Task & Project Coordination: Trello, Asana, ClickUp, Notion  Data Entry & Documentation: Typing Speed: 70 WPM, 98% accuracy  Knowledge Base Creation & Support Ticketing  Process Optimization & Workflow Automation  Cross-functional Team Collaboration  Tools: Google Workspace, Microsoft 365, Slack, Zoom, Canva  Multitasking, Time Management & Problem Solving  Verbal & Written Communication | Remote Support PROFESSIONAL SUMMARY Detail-oriented and reliable Customer Support Specialist and Virtual Assistant with 6+ years of experience delivering exceptional service in fastpaced, remote environments. Proven track record of improving customer satisfaction, streamlining administrative processes, and strengthening client relations. Expert in communication, task coordination, and CRM tools with a typing speed of 70 WPM. Seeking to contribute to a remote-first team by enhancing customer experiences and operational efficiency. EXPERIENCE Virtual Assistant & Operations Coordinator Efenator Properties Limited Remote | June 2023– Present  Supported 12+ clients across e-commerce, coaching, and real estate industries in managing daily operations.  Reduced scheduling conflicts by 85% through organized calendar management across time zones.  Increased overall task efficiency by 40% using automation tools like Zapier and Google Sheets macros.  Responded to 50–80 daily emails and messages, maintaining a 98% satisfaction rating from clients.  Created SOPs and process documents that cut on boarding time for new staff by 30%. Customer Service Specialist Themap.NG Limited Remote | May 2019 – Dec 2024  Delivered email and chat support to 100+ customers per week, achieving a 95% customer satisfaction score. ACHIEVEMENTS Recognized by clients for rapid response times and proactive communication. Helped reduce task backlog by 60% within 3 months of engagement for multiple clients. Supported fully remote teams in the US, UK, Canada, and Nigeria across multiple time zones. Maintained a 100% contract renewal rate with clients over 12+ months. AVAILABILITY & WORK PREFERENCES  Remote Only | Full-time or Part-time  Flexible across WAT, EST, PST, and GMT time zones  Comfortable working with multicultural and international teams  Resolved 90% of issues on the first interaction by using personalized communication and product knowledge.  Implemented help desk and frequently asked questions updates, reducing repetitive inquiries by 25%.  Managed returns, complaints, and product issues, retaining 87% of dissatisfied customers through effective resolution.  Trained and mentored 2 new hires, leading to faster resolution times and improved customer experiences. Client Relations & Admin Support Officer Kletina Services Hybrid | Feb 2017 – Apr 2019  Acted as the main point of contact for 30+ clients, handling on boarding, feedback, and communication.  Improved response times by 50% by implementing a CRM and structured follow-up system.  Managed virtual meetings, reporting, and administrative requests, supporting teams in 3 time zones.  Coordinated monthly reporting for internal stakeholders, improving report accuracy by 20%.  Organized and digitized 100+ documents/month, aiding compliance and faster access to data. EDUCATION BACKGROUND Bachelor’s Degree – Biochemistry, Ambrose Alli University, Ekpoma 2015 CERTIFICATIONS  Digital Skills – Career Crafter Academy, 2023  Operations Management Basics – LinkedIn Learning, 2023  Cabin Crew Executive - Par Avion Institute of Aviation, 2017