NWANKWO, Esther Odinaka
Lagos state
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PERSONAL STATEMENT
A person who is innovative, technically adept, enthusiastic, and industrious with excellent
interpersonal abilities. I am a result-oriented person who has many years of experience as a
virtual assistant and in customer support.
EXPERIENCE
Virtual Administrative Assistant
Premier Integrated (Aug 2019– May 2021)
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Confer with customers by telephone, chat or email providing information about
products or services.
Keep records of interactions or transactions, record details of inquiries, complaints, or
comments, as well as actions by checking to ensure appropriate changes to resolve all
issues
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Provided administrative tasks by performing activities such as completing contract
forms, preparing a change of address records, or issuing service orders, using system
software.
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Provide information or refer individuals to public or private agencies or community
services for assistance.
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Answer the screen calls, provide information, take messages or schedule
appointments.
Responsible for monthly production reports.
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PATIENT CARE EXECUTIVE
Smile 360 Dental Clinic (Sept 2018- July 2019)
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Answering patients’ questions related to booking appointments and treatment.
Answer up to 80-100 incoming calls per day
Receive patients’ inquiries and convert inquiries to production
Identify and assess patients’ needs to achieve satisfaction
Getting approvals for costumers’ procedures for health insurance
Recommend potential products and services to management.
CUSTOMER SUPPORT
WritePeak services (Oct 2017– May 2018)
• Investigate customers’ complaints and rectify the problems by coming up with
recommendations of possible actions and solutions
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Closure of customer complaints according to laid-out policies and timelines
Answers inquiries by clarifying desired information; researching, locating, and
providing information through email/chat and some cases through outbound calling
Fulfils requests by clarifying desired information; completing transactions;
forwarding requests
Ensure that the required Service Level Agreements (SLA''s) are met
KEY SKILLS
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Analytical and conceptual thinking, with a conscientious approach to managing
workloads
Communication skills: both written and verbal, developed through numerous essays
and presentations
Proficient in Microsoft Office Suites; including Excel, Word, and PowerPoint
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Proficient in CRM tools; including Zendesk, Salesforce and HubSpot
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VOLUNTEER ACTIVITIES
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DAAD/Interact exchange program, 2021
Social Worker, Head forte Foundation, 2019
EDUCATION
2019 –2021
University of Lagos
Med. Community Development and Social Works
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Usmanu Danfodiyo University, Sokoto
B.Ed. Education Biology
REFEREES
Available on request
Graduate CV template by reed.co.uk
