Erhimu Lydia Onajite

ERHIMU LYDIA ONAJITE CUSTOMER SERVICE REPRESENTATIVE | VIRTUAL ASSISTANT Lagos, Nigeria PROFESSIONAL SUMMARY E-commerce Virtual Assistant & Customer Support Specialist with 3+ years of experience maintaining 95%+ customer satisfaction via chat, email, and phone. Skilled in client onboarding, order coordination, and retention strategies that drive trust and repeat engagement. Remote-ready from Lagos (UTC+1), Globally flexible schedule, proficient in Zendesk, Google Workspace, and WhatsApp Business. Bringing banking precision + founder empathy to every customer interaction. Quick to learn new platforms. WORK EXPERIENCE HairbyJee — Lagos, Nigeria (Remote) Founder & Lead Customer Success | April 2024 – Present E-commerce brand specializing in wig care and sales Managed end-to-end customer support via WhatsApp, email & chat, maintaining 95%+ satisfaction and driving repeat orders. Resolved escalations with empathy + clarity; created FAQ guides that reduced repeat questions by ~30%. Coordinated order fulfillment, vendor communication & delivery tracking for seamless client experiences. United Bank for Africa — Lagos, Nigeria Customer Service & Operations Officer | July 2021 – August 2023 Processed 50+ daily transactions with 99.9% accuracy; resolved 20+ weekly compliance inquiries with zero errors. Supported KYC onboarding for 100+ accounts, ensuring 100% documentation compliance. Trained on CRM systems + data protocols; collaborated cross-functionally in a highvolume environment. EDUCATION & CERTIFICATIONS Delta State Polytechnic Ogwashi-Uku National Diploma (OND), Business Administration | 2017 – 2019 Virtual Assistant Certificate — ALX Africa Product Design Certificate — Heels and Tech SKILLS & STRENGHTS Human-Centered Support Empathetic Communication | Active Listening | Conflict Resolution | 95%+ Satisfaction Focus | Client Retention | Cultural Sensitivity Tools & Operations Zendesk (familiar) | WhatsApp Business | Google Workspace | Microsoft Office | Zoom | Quick to Learn New Platforms | Documentation & Time Management