Damilola Olapade

DAMILOLA OLAPADE VIRTUAL ADMINISTRATIVE & CUSTOMER SUPPORT SPECIALIST Lagos, Nigeria • www.linkedin.com/in/damilola-olapade • Portfolio: https://bit.ly/48nDRnq SUMMARY A highly professional and results-driven Virtual Assistant with over 2 years of experience providing reliable, trusted support across Administrative and Customer Service. Expert in managing complex calendars, prioritizing email correspondence, and facilitating seamless internal and external communication. Highly proficient in utilizing tools like Google Workspace, and multiple CRM platforms (Zoho, Freshdesk, Zendesk) to streamline workflows, enhance customer satisfaction, and ensure meticulous data management. Committed to organized execution and proactive support for senior leaders and growing businesses. CORE COMPETENCIES • Virtual Administration Support: Expertise in High-level Professional Correspondence, meticulous Calendar Management, Meeting Schedule Management, and maintaining strict Confidential Data Handling and integrity. • Workflow & Task Management: Skilled in efficient Deadline/Deliverable Tracking, robust Time-Management, and strategic Task Prioritization, including Proactive Follow-ups with Clients/Stakeholders. • Technical Proficiency & CRM: Advanced proficiency in Google Workspace (Docs, Sheets, Drive), Microsoft Office Suite, and multi-channel communication platforms (Slack). Familiarity with major CRM Systems (Zoho, Freshdesk, Zendesk) for efficient workflow and data management. • Customer Support & Correspondence: Proven ability to manage multi-channel communication and provide exceptional Customer Support/Care, organizing client inquiries, and maintaining timely and professional digital correspondence. EXPERIENCE Boka Technologies Lagos, Nigeria - Remote Customer Support July 2025 - Present • Exceptional Customer Service: Consistently delivered world-class customer service across multi-channels (email, live chat, phone), resolving 25+ daily inquiries while meeting strict SLAs. • CRM & System Navigation: Demonstrated expert system navigation and organizational skills by efficiently leveraging CRM tools for precise ticket management, maintaining accurate records, and ensuring consistent team handoffs. • Service Excellence: Achieved and maintained a CSAT of 95% and a First-Contact Resolution rate exceeding 80% by utilizing critical thinking and empathy to troubleshoot and resolve issues quickly. Cornerstone Planet Civil Engineering Works Limited Lagos, Nigeria - Remote Administrative Assistant March 2024 - Present • Executive Admin Support: Managed all calendar, appointments, and meeting schedules for a senior executive, ensuring efficient use of time and seamless coordination across multiple stakeholders. • Correspondence Management: Drafted and edited professional responses and correspondence, prioritizing urgent email matters to maintain timely communication with clients and partners. • Administrative Workflow: Developed and maintained comprehensive digital filing systems and assisted in preparing, formatting, and editing critical business documents. Emmanuella and Olawale Law Practice Lagos, Nigeria. Practice ManagerAugust 2023 - December 2024 • Administrative Operations: Managed all daily administrative operations, including the efficient coordination of schedules and communications for critical legal projects. • Data & Record Management: Maintained accurate and updated records of client and business interactions, handling sensitive and confidential information with the utmost discretion and integrity. • Financial Admin: Designed and implemented a robust Google Sheets system for financial tracking, enhancing data accuracy and providing clear oversight. Crednet Technologies Limited Lagos, Nigeria. Customer Service Officer August 2021 - June 2022 • Customer Care/Engagement: Utilized strong interpersonal skills and clear communication to resolve complex customer issues, representing the company professionally in all correspondence. • Process Improvement: Championed a new customer feedback system on Freshdesk (CRM), analyzing customer feedback to identify service improvements and leading to a 30% increase in client engagement scores. EDUCATION & CERTIFICATIONS Ekiti State University Ekiti, Nigeria Bachelor of Economics Relevant Certifications: • ALX Virtual Assistant • IBM: Project Management • Udemy: IT & Technical Support Guide to Helpdesk, Desktop & Servers • IBM: Customer Engagement (Problem solving & Process control) • Wing Assistant: Basic Customer Service Representative Skills Training • Remote Trybe Virtual Assistant • Wing Assistant: Basic Sales Development Representative Sill Training • ALX AI Career Essential • Dexa Project Management