Damilola Olapade

DAMILOLA OLAPADE VIRTUAL OPERATIONS SPECIALIST | APPOINTMENT SETTER Lagos, Nigeria • www.linkedin.com/in/damilola-olapade • Portfolio: http://bit.ly/4brQcKq SUMMARY Efficient and results-driven Virtual Professional with over 3 years of experience in Appointment Setting, Customer Support, and Administrative Operations. I specialize in a hybrid approach, blending high-volume client engagement (50+ daily touchpoints) with meticulous backend administration. Expert in Zendesk, Freshdesk, and Zoho CRM, with a proven track record of maintaining a 95% CSAT and increasing client engagement by 30%. CORE SKILLS & TECH STACK Customer Engagement: Appointment Setting, Inbound/Outbound Onboarding, Multi-channel Support (Email, Chat, Phone). Administration: Executive Calendar Management, Inbox Zero, Financial Tracking, CRM Data Entry. Software Proficiency: * CRM: Zoho, Freshdesk, Zendesk, HubSpot. • Productivity: Google Workspace, Slack, Microsoft Office, Trello. • Communication: Zoom, Calendly, Microsoft Teams. PROFESSIONAL EXPERIENCE Customer Support & Onboarding Specialist | Boka Technologies July 2025 – Present • Revenue Growth: Executes 50+ outbound calls daily to onboard new users, directly increasing platform adoption rates. • Resolution Excellence: Maintains an 80% First-Contact Resolution (FCR) rate using advanced CRM navigation. • Quality Assurance: Consistently delivers world-class service, maintaining a 95% Customer Satisfaction (CSAT) score. Executive Administrative Assistant | Cornerstone Planet Civil Engineering March 2024 – December 2025 • Calendar Mastery: Managed complex schedules for senior executives, coordinating meetings across multiple time zones. • Operational Efficiency: Created and maintained digital filing systems that streamlined business document retrieval. • Correspondence: Drafted high-level professional responses, acting as the primary point of contact for stakeholders. Practice Manager (Legal Operations) | Emmanuella and Olawale Law Practice August 2023 – December 2024 • Workflow Optimization: Directed daily administrative operations for a fast-paced legal team. • Data Integrity: Managed sensitive legal documentation and client records with 100% confidentiality. • System Building: Engineered a custom Google Sheets financial tracker that improved billing accuracy and transparency. Customer Service Officer | Crednet Technologies Limited August 2021 – June 2022 • Strategic Improvement: Spearheaded a new feedback system on Freshdesk, resulting in a 30% increase in client engagement scores. • High-Volume Management: Handled 50+ multi-channel messages daily while simultaneously managing social media interactions. EDUCATION & CERTIFICATIONS • Bachelor of Economics | Ekiti State University • Virtual Assistant Certifications: ALX Virtual Assistant, Remote Trybe VA, ALX AI Career Essentials. • Project Management & Support: IBM Project Management, IBM Customer Engagement (Problem Solving), Dexa Project Management.