EFEDUE JESSICA ELOHOR
Customer Support • Virtual Assistant
Nigeria | LinkedIn Profile
PROFESSIONAL SUMMARY
● Detail-oriented and highly organised General Virtual Assistant with 9+ years of experience in administrative
support, customer service management, and client relations. Proven ability to manage calendars, coordinate
communications, handle data entry, and deliver seamless remote support across email, phone, and digital
platforms.
● Recognised twice as Employee of the Year for consistently exceeding performance targets. Holds current
certifications in Virtual Assistant operations and IT Support.
● Adept at working independently, managing multiple priorities, and maintaining high accuracy, helping
executives and business owners reclaim their time and focus on growth.
CORE COMPETENCIES
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Calendar & Schedule Management
Email & Inbox Management
Data Entry & Database Management
Document Preparation & Formatting
Customer Service & Client Relations
Appointment Scheduling & Coordination
Inbound & Outbound Call Handling (VoIP)
CRM Tools: Zendesk, Freshdesk, HubSpot
MS Office Suite & Google Workspace
Slack | Microsoft Teams | Zoom
File & Records Management
Research & Report Preparation
Problem Solving & Conflict Resolution
Multitasking & Time Management
PROFESSIONAL EXPERIENCE
General Virtual Assistant (Freelance) 2025 – Present
Self-Employed | Remote
Providing comprehensive virtual assistance to business owners and executives, leveraging prior administrative, customer
service, and operations experience to deliver high-quality remote support.
• Manage executive calendars, schedule appointments, and send reminders to eliminate scheduling conflicts and
keep clients on track.
• Handle high-volume email inboxes — organising, responding, and flagging priority messages to ensure zero items
fall through the cracks.
• Prepare, format, and proofread documents, reports, meeting minutes, and presentations using MS Word and
Google Docs.
• Conduct online research and compile findings into clear, actionable summaries for client decision-making.
• Input and maintain accurate data across spreadsheets and CRM platforms, ensuring records are always current
and error-free.
• Coordinate client communications across email, phone, and messaging platforms with professionalism and
responsiveness.
Customer Service ManagerMarch 2021 – July 2025
Orode Bakery Ltd | Delta State, Nigeria
A leading bakery and consumables trading company with 150+ staff, distributing bread and snack products across Delta
State, Nigeria.
• Managed daily scheduling, staff coordination, and administrative workflows — skills directly transferable to
virtual executive support.
• Maintained accurate customer records in CRM systems (HubSpot/Freshdesk), ensuring data integrity and
seamless follow-up tracking.
• Handled high-volume inbound and outbound communications, resolving queries with efficiency, empathy, and
professionalism.
• Coordinated an outbound customer retention campaign that increased repeat engagement by 15%,
demonstrating initiative beyond reactive support.
• Produced written reports, drafted correspondence, and prepared internal documents for management review.
• Earned Employee of the Year twice for exceeding all KPIs and consistently delivering results above expectation.
Front Desk Receptionist & Administrative SupportMay 2016 – December 2019
Epini Hotel | Nigeria
A hospitality establishment with 100+ employees offering premium lodging and accommodation services across Nigeria.
• Managed all front desk operations including calendar coordination, appointment scheduling, and guest inquiry
handling across phone, email, and in-person channels.
• Handled 80+ inbound and outbound calls daily, maintaining a 90%+ customer satisfaction score through effective
issue resolution and clear communication.
• Documented all client interactions in the CRM system, maintaining accurate records for tracking, reporting, and
follow-up.
• Collaborated with the operations team to reduce average call handling time by 12% through process
improvements and team coordination.
• Supported administrative tasks including data entry, filing, document preparation, and office record
management.
CERTIFICATIONS & PROFESSIONAL TRAINING
• Virtual Assistant Certification — Digital Witch Academy (2025)
• IT Support Certification — Digital Witch Academy (2025)
EDUCATION
Higher National Diploma (HND) — Accounting
Delta State Polytechnic, Nigeria | 2010 – 2014
National Diploma (OND) — Accounting
Delta State Polytechnic, Nigeria | 2008 – 2010
KEY ACHIEVEMENTS
• Employee of the Year — Awarded twice at Orode Bakery Ltd for exceeding all performance benchmarks.
• 90%+ Customer Satisfaction Score — Sustained consistently across customer-facing roles through exceptional
service delivery.
• 15% Increase in Client Retention — Driven through a structured outbound engagement campaign.
• 12% Reduction in Call Handling Time — Achieved at Epini Hotel through team collaboration and process
improvement.
• Certified VA & IT Support Professional — Completed dual certifications in 2025 to formalise virtual assistant
expertise.
TOOLS & TECHNOLOGY
CRM Platforms: Zendesk | Freshdesk | HubSpot
Productivity: Google Workspace (Docs, Sheets, Calendar, Gmail) | MS Office (Word, Excel, Outlook)
Communication: Slack | Zoom | Microsoft Teams
Other: VoIP Call Handling | Data Entry | File Management Systems
