Ekweoba Cynthia

MARYCYNTHIA AMARACHUKWU EKWEOBA Customer Support Specialist || Virtual Assistant SKILLS SUMMARY Customer Support and Client Services Dedicated Virtual Assistant and Customer Support professional with experience providing remote administrative support, managing inboxes, scheduling appointments, handling customer inquiries, and maintaining accurate records. Proven ability to respond to customer requests promptly, resolve issues efficiently, and support daily operations with accuracy and professionalism.      Email and ticket support management Customer inquiry handling and issue resolution Complaint handling and escalation support Customer relationship management Follow-ups and service coordination Virtual Assistance and Administrative Support      Inbox and calendar management Appointment scheduling and coordination Administrative support and documentation File organization and record management Task tracking and workflow support Data Management and Technical Support      Data entry and database management Confidential data handling and compliance Technical support and user assistance Documentation and reporting accuracy Process and workflow organization WORK EXPERIENCE Customer Support Specialist. H.K Lounge and Bar, Nigeria. Hybrid | January 2023 – December 2025.        EDUCATION B.Sc. | Criminology and Security Studies Chukwuemeka Odumegwu Ojukwu University, Nigeria | 2022 CERTIFICATIONS In-Demand IT Support Skills Digital Witch Support Community | 2026 TOOLS CRM Tools: HubSpot, Freshdesk, Zendesk. Collaboration Tools: Docs, Sheets, Drive, Microsoft Office, Slack. Outreach Tools: Lemlist, Apollo. Scheduling Tool: Calendly, Pick Time. SLA Time Tracking: Clockify, Time Doctor Task Management: Trello, Asana, ClickUp. Automation: Zapier, Make. Data Management: Excel, Google Sheets Provided customer support (in-person and phone), assisting 60–80 customers daily and ensuring timely resolution of service and payment inquiries. Responded to and resolved 25–40 daily customer inquiries, maintaining an average response time of under 5 minutes for in-person support and sameday resolution for escalated issues. Achieved a 95%+ first-contact resolution rate by proactively identifying customer needs, resolving complaints, and preventing escalation. Documented and tracked 50+ weekly customer interactions, ensuring proper follow-up, issue tracking, and service improvement. Reduced recurring customer complaints by 20% through proactive communication, accurate transaction handling, and follow-up support. Maintained organized digital and physical customer records, improving information retrieval efficiency by 30%. Consistently met service performance targets, including response time, accuracy, and customer satisfaction standards. PROJECT EXPERIENCE Virtual Assistance:| CRM Support & Management Project. HubSpot, Zendesk, Freshdesk, Google Drive, Loom, Gmail, Google Sheets, Trello. Remote | January 2026.       Provided virtual support services using HubSpot, Zendesk, and Freshdesk, managing and tracking 50+ contacts and support tickets weekly. Responded to inquiries, resolved support issues, and maintained a 95%+ response and resolution compliance rate. Logged interactions, updated contact records, and tracked support history in HubSpot CRM, ensuring accurate and organized data management. Managed and organized 100+ digital files and client records using Google Drive, improving document accessibility and workflow efficiency. Recorded and shared 10+ process walkthrough and task training videos using Loom, improving onboarding efficiency and task clarity. Organized inbox communications, prioritized urgent requests, and ensured timely follow-ups to improve response efficiency.