Dorcas Michael

DORCAS MICHAEL Abuja, NIgeria •- •-•Portfolio • LinkedIn: linkedin.com/in/dorcas-michael VIRTUAL ASSISTANT/CUSTOMER SUPPORT Versatile Virtual Assistant and Customer Support Expert with experience in calendar management, email handling, CRM systems, and customer support using tools such as Google Workspace, HubSpot, and Trello. Skilled in organization, documentation, communication, and appointment scheduling, with a track record of exceeding sales targets and improving customer satisfaction. Proactive, adaptable, and reliable in both team support and client service roles, with a passion for fostering long-term client relationships and contributing to team success. SKILLS​ ​ ●​ ●​ ●​ ●​ ●​ ●​ ​ ​ ​ Microsoft Office Google Workspace CRM (Salesforce, HubSpot) Trello Zapier (Workflow Automation) Client Engagement ​ ​ ●​ ●​ ●​ ●​ ●​ ●​ ​ ​ ​ Multitasking Client Confidentiality Attention to Detail Administrative Support Calendar Management Interpersonal Skills ●​ Excellent Problem-solving skills ●​ Appointment Setting using Calendly ●​ Data Entry​ ​ ●​ Basic Canva design PROFESSIONAL EXPERIENCE CTN Express Ltd. (courier service) - Abuja, Nigeria.​ February 2023 – August 2025 Customer Service Representative / Volunteer Administrative Assistant ●​ Established and maintained strong client relationships, contributing to a 25% increase in customer retention. ●​ Analyzed market trends and tracked competitor activity to support sales and marketing strategies. ●​ Executed cold calling and follow-ups, converting 30% of leads into long-term customers. ●​ Managed executive scheduling, handled customer inquiries, and provided general administrative support, reducing conflicts by 90% while preserving confidential materials. Chisco Transport - Abuja, Nigeria.​ November 2022 – November 2023 National Youth Service Corps (NYSC) - Sales Representative (INTERN) ●​ Verified the accuracy of client orders and invoices, reducing delivery errors and ensuring customer satisfaction. ●​ Supported internal communication and task coordination using WhatsApp and task tracking tools, leading to a 15% improvement in team response time and task completion. ●​ Assisted in organizing filing systems, which contributed to smooth daily operations and reduced document retrieval time by 20%. EDUCATION ENUGU STATE UNIVERSITY OF SCIENCE AND TECHNOLOGY - Enugu, Nigeria.​ Bachelor of Science (BSc), Animal Science and Fisheries Management, Second Class (UPPER) September 2021 CERTIFICATIONS & OTHER ●​Virtual Assistant Certification - Vsavvy Academy​ ​ ​ ​ ​ ​ ●​Computer Studies - LinkedYou Computer Institute - LCI/NS/NE/089​ ​ ​ ​ ●​Jobberman Soft-Skills Training - Jobberman​ ​ ​ ​ ​ ​ ●​Basics of Data Analysis with Excel - Society of Petroleum Engineers (SPE) - ESUT CHAPTER​ LANGUAGES: English (Fluent), Hausa (Native) May 2025 January 2021 January 2021 October 2020 STRENGTHS: Adaptability, Multitasking, Negotiation, Active listening, Persistence, Relationship Building. ACTIVITIES: Team Member - Enactus, Volunteer - Administrative Assistant, Competitor- Hult Prize INTERESTS: Customer Relations, Data Organization, Tech-savvy and eager to learn new systems, Volunteering and Community Development, Volleyball.