EMMANUEL U.C OSUALA- •-• Hubstaff Talent • Facebook • Upwork • My Portfolio
Administrative Virtual Assistant
Expert attention to detail and accuracy with a solid background in customer support, team leadership, and telemarketing.
Previously served as a Support Team Lead at IT Global Insight AI, where I managed client relationships, lead generation, and
team operations to ensure high-quality service delivery. With expertise in CRM systems, project management tools, and
communication platforms like Skype, Zoom, and Google Apps, I excel in optimizing workflows and achieving targets.
In my previous roles, I have successfully driven customer satisfaction and retention through meticulous attention to detail and
a focus on delivering tailored solutions. My strong organizational skills, combined with a passion for helping others, allow me
to thrive in fast-paced environments while maintaining a high level of accuracy and efficiency.
Educationally, I hold a degree from the Federal University of Technology, Owerri (FUTO), with additional certifications from
Digital Witch Academy and Alison. My skills include appointment scheduling, lead generation, data entry, and a
comprehensive understanding of virtual assistant tasks, making me well-equipped to support clients in various industries.
I am eager to leverage my skills and experience to provide exceptional service and contribute to the success of the clients I
work with.
Education
Federal University of Technology, Owerri (FUTO), Owerri, Nigeria, BSC in School of Agriculture Technology , Jun 2016 Jan 2021
2nd Class Lower Division
Digital Witch , Lagos, Nigeria, IT Support skills in Demand IT Skills , Apr 2023 - May 2024
Alison, Cobit Framework- in Foundation of IT Governance, Apr 2023 - May 2023
ALX, Virtual Assistant Skills in The Digital Age, Aug 2024 - Sep 2024
Professional Experience
Letshego Microfinance Bank, Nigeria
Nov 2019 - Mar 2020
Marketing Associate, Lagos
Assisted in planning and implementing marketing and advertising activities. They work to analyze market research,
gather consumer behavior data, and create reports on marketing and sales metrics.
Manages daily administrative tasks, conducts market research, assists in organizing promotional events, and coordinates
with other teams to create advertising material.
Proficiency in creating and analyzing spreadsheets and quantitative data is essential for interpreting key metrics such as
ROI and KPIs.
Cobranet Technologies, Nigeria
Feb 2021 - Jul 2022
Customer Service Representative, Lagos
Helped customers upon entry, providing a high-level personalized service in product selection, fitting, and styling to
enhance customer satisfaction and loyalty
Created rapport with customers to closely understand their preferences and needs, leading to more targeted and
appreciated service delivery.
Managed customers transaction and tickets, including order placement, payment processing, and coordination of timely
deliveries.
Implemented an efficient customer contact management system, reducing data discrepancies by 20% and improving
customer response time.
Helped outstanding assistance to over 1200 customers within a week, contributing to a 25% increase in positive customer
reviews through a customer-centred service approach.
Played a key role in complaint resolution by collaborating with various departments, which decreased escalated customer
complaints by 10%.
Wintrado Academy, Italy (Remote)
Sales Agent
May 2022 - Nov 2023
Successfully identified and recruited prospective students through targeted outreach and networking, contributing to
increased enrollment rates.
Effectively communicated the value of Wintrado Academy’s curriculum, including its entrepreneurial-focused business
plans, to potential students.
Consistently met or exceeded monthly enrollment and sales quotas by implementing strategic marketing and sales
techniques
Maintained strong relationships with potential and enrolled students, providing ongoing support and addressing inquiries
to ensure satisfaction.
Partnered with marketing departments to create and execute promotional campaigns, driving awareness of the Academy’s
programs.
IT Global Insight AI, Switzerland (Remote)
Apr 2023 - Aug 2024
Support Team Agent
Maintained office security by following safety procedures and controlling access via the receptionist desk. Direct visitors
to the appropriate person and office as per the defined procedure.
Answered, screened, and forwarded incoming phone calls. Ensure the reception area is tidy and presentable, with all
necessary stationery and material.
Maintained basic and accurate information about Total Energies in person and via phone/email.
Performed other clerical receptionist duties such as filing, photocopying etc. Performing ad-hoc administrative duties.
Maintained excellent customer service.
Receive, register, sort and distribute daily mail/deliveries/documents .
Vuoksi, United States (Remote)
Nov 2024 - Present
Social Media Evaluator, New York City
Assess and analyze the relevance, quality, and engagement potential of social media content.
Identify emerging trends and ensure alignment with platform guidelines and audience preferences.
Provide accurate and detailed feedback to improve algorithm performance.
Review and flag content that violates platform policies or community standards.
Evaluate content based on specified metrics such as engagement, reach, and adherence to brand guidelines.
Offer actionable recommendations to enhance the effectiveness of social media campaigns.
Ensure content aligns with regional, linguistic, and cultural nuances.
Identify issues in content delivery or categorization and provide resolutions.
Core Competencies
Administrative Support Customer Support, Client Relationship Management, Problem Resolution, Query Handling,
Customer Satisfaction, Attendee Support (for events/conferences), Office Management, Microsoft Office Suite, Dispute
Resolution, Software Troubleshooting, CRM Integration, Excellent Communication skill, Email Management
Team Leadership: Team Management, Task Delegation, Performance Monitoring, Attention To Details, Excellent
Communication skill
Telemarketing Lead Generation, Cold Calling, Sales Conversion, Strategic Planning, Business Development, Sales &
Marketing
Virtual Assistant Skills: Appointment Setting and Scheduling, Data Entry and Management, Administrative Support,
Calendar Management, Email Management, Complaint resolution
Technical Proficiency: CRM Tools (HubSpot, Salesforce), Project Management Tools (Trello, Asana), Communication
Tools (Skype, Zoom, Slack), Google Apps (Gmail, Google Calendar, Google Docs), Troubleshooting Wizard
Content Marketing: Blog Writing, Article Writing, Content Strategy (with a focus on AI, machine learning, and finance)
Time Management: Prioritization of Tasks, Efficient Scheduling, Meeting Deadlines, Construction
Sales and Lead Nurturing: Drip Campaign Management, Conversion Optimization, Client Engagement
Soft Skills: Strong Communication (verbal and written), Attention to Detail, Problem-Solving, Adaptability,
Professionalism
Interests Admin Support
Languages English
Projects
IT Global Insight AI "Support Team", IT Global Insight AI: FAQ and Troubleshooting Guide for Event
Apr 2023Present
Attendees, Switzerland, Link
Created an FAQ for IT Global Insight AI
Certifications
Emmanuel U.C Osuala, Digital Witch
Emmanuel Osuala, Alison
Emmanuel OSuala, ALX
Publications
Blog Posts on Industry Topics:, IT Insight Global AI
Jun 2024
The Role of Machine Learning in Modern Finance: A Deep Dive into Risk Management and Fraud Detection" – A blog post
discussing the impact of machine learning on the finance industry, showcasing your knowledge of AI and data analytics.
"Maximizing Customer Satisfaction: Best Practices for Effective Support Team Leadership" – An article that outlines
strategies for leading a support team, based on your experience in customer service and team management.
Articles on Virtual Assistance, Marzena
Jul 2024
"Optimizing Virtual Assistant Services for Healthcare Providers" – A publication on how virtual assistants can streamline
operations in the healthcare industry, focusing on appointment scheduling, patient communication, and administrative
support.
"The Evolution of Telemarketing: How Technology is Shaping Sales Strategies" – An article on the changes in telemarketing
practices due to advancements in technology, reflecting your experience in lead generation and sales.
