Epiphania Ihaza

EPIPHANIA IHAZA Executive Virtual Assistant | Customer Support Specialist | Full-Time Remote | PROFESSIONAL SUMMARY Results-driven Executive Virtual Assistant and Customer Support Specialist with 6+ years of experience delivering exceptional client experiences for remote-first businesses across fintech, e-commerce, and operations. Known for reducing resolution times by 60%, maintaining 95%+ CSAT scores, and improving customer retention by over 70% through proactive, ownership-driven support strategies. I bring a rare combination of executive-level administrative precision and frontline customer empathy: making me the single hire that covers both functions seamlessly. Available full-time, remote, across EST and EMEA-compatible time zones. 95%+ 60% 70%+ 6+ CSAT Score Faster Resolution Retention Boost Years Experience CORE COMPETENCIES ▸​ Executive Inbox & Calendar Management ▸​ Live Chat, Email & Phone Support ▸​ CRM Management & Data Entry ▸​ Customer Escalation & De-escalation ▸​ SOP Development & Process Improvement ▸​ Research, Reporting & Documentation ▸​ Scheduling & Meeting Coordination ▸​ First-Contact Resolution Strategy ▸​ Community & Stakeholder Management ▸​ Cross-functional Team Collaboration ▸​ KPI Tracking & Performance Reporting ▸​ Proactive Client Relationship Building PROFESSIONAL EXPERIENCE Senior Customer Support Specialist & Virtual Assistant Jan 2022 – Present Westingate Global Enterprise WA LTD Port Harcourt, Nigeria | Remote ▸​ Delivered multi-channel customer support (email, live chat, phone) for a portfolio of 500+ active clients, maintaining a 95%+ CSAT score across all channels throughout tenure. ▸​ Reduced average ticket resolution time by 60% by designing and implementing a triage SOP adopted across the entire support team. ▸​ Drove a 70%+ improvement in customer retention by developing proactive follow-up workflows and escalation frameworks that addressed issues before they compounded. ▸​ Managed executive calendars, inboxes, and scheduling for senior leadership, coordinating cross-timezone meetings and ensuring zero scheduling conflicts over 24+ consecutive months. ▸​ Conducted in-depth customer and market research, preparing weekly reports and briefings used in executive decision-making. ▸​ Onboarded and trained 3 junior support agents, creating training materials and quality benchmarks that reduced new-hire ramp time by 40%. ▸​ Achieved a first-contact resolution (FCR) rate consistently above 85%, minimizing repeat contacts and reducing team workload. ▸​ Maintained CRM databases in HubSpot and Salesforce; logging interactions, updating contact records, and generating pipeline and performance reports. Mar 2020 – Dec 2021 Customer Support & Operations Associate Westingate Global Enterprise WA LTD Port Harcourt, Nigeria ▸​ Handled 80+ customer interactions daily across email and phone, consistently exceeding quality score benchmarks by 15+ points. ▸​ Identified a recurring billing error pattern affecting 120+ accounts and escalated with a root-cause analysis report; issue was resolved within 72 hours, saving an estimated 18% in potential churn. ▸​ Coordinated with operations and finance teams to process refunds, adjustments, and account escalations within defined SLA windows. ▸​ Supported management with scheduling, administrative correspondence, document preparation, and vendor coordination. ▸​ Maintained 98% on-time response rate to inbound queries across all assigned channels. Jun 2018 – Feb 2020 Community Manager & Client Liaison Freelance / Independent Contracts Remote ▸​ Managed online communities of 2,000+ members for multiple clients across social media platforms, driving engagement and resolving member concerns promptly. ▸​ Served as the primary point of contact between clients and their customer base, handling inquiries, feedback, and escalations professionally and empathetically. ▸​ Created weekly content calendars, moderation guidelines, and community health reports delivered to client stakeholders. ▸​ Built and maintained positive client relationships that led to 100% contract renewals and multiple referrals. TOOLS & TECHNOLOGY CRM & Support Platforms Zendesk Freshdesk Intercom HubSpot Salesforce Asana Slack Google Workspace Shopify Zapier Gorgias Project Management & Productivity Notion ClickUp Communication, E-commerce & Automation Zoom Loom CERTIFICATIONS & PROFESSIONAL DEVELOPMENT ▸​ Technical Support Fundamentals – Google & Coursera ▸​ Working as an IT Support Technician – Alison ▸​ IT Support – Digital Witch ▸​ DevOps & Cloud Security Training – Digital Witch (Ongoing) ▸​ Zendesk Customer Service Certification – Advanced Level ▸​ Shopify Partner Academy – Customer Support Specialization ▸​ Customer Experience Management – Coursera ▸​ Remote Work Excellence – Alison ▸​ Conflict Resolution in Customer Service – Alison ADDITIONAL QUALIFICATIONS Work Environment & Availability ▸​ Remote Work Expert – Dedicated home office with professional setup ▸​ Global Availability – Flexible with time zones and international customers ▸​ Full-Time Ready – Available for standard and flexible schedules ▸​ Professional Setup – High-speed internet, quality headset, backup systems ▸​ Security Conscious – VPN usage, data protection, confidentiality practices EDUCATION Bachelor of Arts — History and Diplomatic Studies University of Port Harcourt, Nigeria References available upon request | Open to immediate start | Full-Time Remote Graduated 2018