Emeruwa Chiamaka Delphine

DELPHINE EMERUWA Rivers State, Port-Hartcourt. Nigeria. -, -;- PROFESSIONAL SUMMARY Detailed –oriented and experienced virtual assistant and customer support representative with over 1 year of experience providing exceptional support and ensuring projects are completed on time with great precision. Strive in fast-paced, virtual environments following standardized procedures and practices to improve customer experiences and satisfaction thereby contributing to customer growth and success. SKILLS ● ● ● ● ● Problem solving Virtual assistance Calendar management Troubleshooting Communication tools(slack,zoom Customer satisfaction,teams,email etc) ● ● ● ● ● ● Attention to detail Email communication Data entry Time management Phone and email support sales/cold calling ● ● ● ● ● ● Customer service Scheduling CRM/ticketing tools Business development Email management Task management(trello, click-up,monday.com) PROFESSIONAL EXPERIENCE Customer Support Agent HMI, Nigeria Nov. 2023 – April 2024 ● Resolved more than 200 cases within this stated time frame. ● Advised customers on the best choice of solution. ● Actively troubleshoots on customer problems and transfers to the appropriate queue when out of scope or offers a valid workaround to ensure overall customer experience. ● Responded to customer inquiries, concerns, and requests through various channels such as phone, email, live chat and accurately documented customer interactions for future reference in the CRM system. ● Ensured customer satisfaction by going extra miles and conducting follow-up calls. ● Collaborated with other teams when additional support is needed to address an escalation. ● Effectively managed contract, achieving customer’s expectation by 50%. ● Coordinated outgoing and incoming client calls for both internal and external customers to provide office, technical and other needed support while keeping tabs on clients needs, activities and expectation to ensure customer satisfaction and retention. ● Followed-up clients on steps to resolve their issues and ensure confirmation as the problem is solved. Virtual Assistant KokenDV LTD, Nigeria June 2023 – October 2023 ● Managed and organized electronic files and documents using Google drive and dropbox. ● Maintained a detailed calendar to coordinate Schedules, tasks and appointments, book/set up meetings for the employer with a view of time zone differences and sent prompt reminders. ● Conducted research on various topics and provided reports as needed. ● Performed other administrative duties, data management and support to enhance the smooth running of the office. ● Managed multiple assigned tasks effectively by prioritizing and meeting timelines/due dates. Managed emails, including organizing the inbox, responding to inquiries, and prioritizing messages. ● Created and edited documents, presentations and spreadsheet using Microsoft office or Google suite. ● Demonstrated proficiency in utilizing a wide range of virtual collaboration tools such as trello, Asana, Monday.com, slack, Freshdesk, click-up, Calendly, Slack etc. Business development/sales Rep ST Collection, Nigeria Jan. 2023–May 2023 ● Reached out to leads, increase and build a pipeline of prospective customers and managed interface. ● Introduced company products/services and explained their benefits to prospective customers. ● Upsell customers through the recommendation of products that meet their specific needs. ● Adept at expanding business, services and product while sourcing new business frontiers and developing relationships. ● Conducted cold calls to potential customers using a provided contact list. EDUCATIONAL QUALIFICATIONS R.M (Registered Midwife) R.N (Registered Nurse) BN.Sc (Bachelor of Nursing Science Degree) Madonna University, Nigeria. August 2012 July 2011 September 2010 PROFESSIONAL DEVELOPMENT/CERTIFICATION ● ● ● ● 2024 Training On Demand IT skills by Digital Witch Support Community. 2024 Customer Engagement Specialist by Coursera 2024 Customer Service Fundamental by Cousera 2015 Training on computer appreciation course by ADAMAS IT PLACE; Port Harcourt Rivers State