Evelyn Iwediuno

IWEDIUNO, chinenye evelyn Nigeria I-I- VIRTUAL ASSISTANT PROFILE A highly talented, detail oriented virtual assistant and customer service advocate with experience providing exceptional support and ensuring projects are completed on time and with complete confidentiality. Strive in fast-paced, virtual environment following established procedures and practices to exceed all customer’s expectations. Experienced in creating an effective, organized environment in which I can excel at focusing time on providing top level client support, resolving issues and developing relationships to ensure loyalty and growth. Unique skills set offering exceptional organizational/administrative skills combined with ensuring 100% customer satisfaction. CORE PROFICIENCIES Customer service, Administrative management, call center, Data entry, digital marketing skills EXPERIENCE May 2018 till December 2019: Bridge Radio 98.7FM (Administrative/Human Resources Executive) MAIN DUTIES & KEY RESPONSIBILITIES 1.    Staff management    Creating a positive work environment in which equality and diversity are well-managed and staff can do their best Planning and allocating work, monitoring achievement of deadlines, and supporting staff as appropriate Managing performance and development, mainly through regular supervision sessions and the performance development review process Recruiting and induction of new staff Coordinating the workload of the administrative and engineering teams and providing direct line management. This includes: a. To be responsible for the line-management of administrative and engineering staff, delegating tasks, offering training, peer support, coaching as required, including facilitating appropriate development, undertaking supervisions and appraisals, and handling poor performance issues. b. Working with the Chief Executive Officer and Directors to ensure Company’s sustainability goals, particularly its financial stability. c. Working with the Chief Executive Officer and Directors to prepare for meetings; this includes agenda setting, recording and following up on agreed actions. d. Sifting and prioritising requests for administrative support in accordance with budget; ensuring that the activities of broadcast services and marketing are supported and that administrative service are provided in a sustainable way. This includes: i. Liaising with the Director, Broadcast Services and the Director, Marketing to ensure that the needs of their departments are understood and met. ii. Maintaining an overview of activities across the departments at all times to ensure effective use of resources. iii. Sharing information and knowledge and enabling teamwork. iv. Evaluating the effectiveness of the support provided by the administrative team and updating processes and procedures accordingly. v. Developing systems to enable forward planning and cost savings. 2.    Infrastructure Management 1. Working with the admin, engineering and architecture teams to ensure that equipment and facilities are always optimally functional, maintained as due and repairs effected promptly.  This includes broadcast equipment and company vehicles. 2. Overseeing the maintenance and optimal functionality of all physical structures, office, staff residential quarters, etc. 3.    Coordinating information & communication   1. Implementing codes of conduct and standard operating procedures. 2. Working with Directors and Managers to support internal communications and developing an effective two-way flow of information. 4.    Financial processes Overseeing the processing and recording of financial information including 1. Budgeting, 2. Monitoring expenditure across operations and maintaining efficient documentation, 3. Authorising expenditure, 4. Managing budgets by priotising expenditures, Minimising waste, negotiating with external providers of services to secure the best possible deals. 2014 till March 2018: Access Bank Plc. Personal Banking Division (Account Officer/Customer Engagement Team Member) MAIN DUTIES & KEY RESPONSIBILITIES Deploy timely campaigns in relevant media (e-mails, SMS etc.) with relevant messages to customers on reactivation of dormant accounts and funding of newly opened accounts. Develop various campaigns to improve the use of various bank products like Mobile banking and Internet Banking Escalate unresolved issues and follow-up with relevant personal to ensure proper resolution Analyze customer needs with aim to provide appropriate product or service that suits them. Manage accounts with monthly turnover of N4.8million and below Cross selling of the bank’s products while generating liability of over N300million Ensure thorough resolution of all customer issues Document and gain approval of customer requests Jan 2014: Reinvent Design Studio (Personal Assistant) MAIN DUTIES & KEY RESPONSIBILITIES Sort and distribute incoming mail to areas and staff in the organisation, and dispatch outgoing mail Write business letters, reports or office memoranda using word processing programs Answer telephone enquiries from customers, attend to visitors and assist other staff in the organization with their enquiries Operate a range of office machines such as photocopiers, computers and faxes Undertake other duties such as banking, credit control or payroll functions. Arranging travel, visas and accommodation and, occasionally, travelling with the manager to take notes or dictation at meetings or to provide general assistance during presentations. Organizing and attending meetings and ensuring the manager is well prepared for meetings. Supervise staff both within the office and on field 2012 - 2013: Tequila Nigeria Brand Ambassador / Customer Service Executive MAIN DUTIES & KEY RESPONSIBILITIES Relate directly with customers concerning new products launch and cross selling of other company’s products on the field. Sales growth of company’s product by 70% and daily target sales attained. Obtain and evaluate all relevant information to handle service inquiries Respond promptly to customer inquiries and resolve any complaint Provide pricing and delivery information Keep record of client’s interactions and transactions Follow up on client interaction and provide feedback on the efficiency of the client’s service process ACHIVEMENTS Successfully diffused volatile customer situations that resulted in continuous patronage and referrals from customers SKILLS Effective writing and reading skills (Corporate Communications: Proposals, Reports & Letters) Excellent communication and interpersonal skills, Excellent team player and team builder Strong problem-solving and organizational skills Public relations, presentation and conflict resolution skills Proficient in the use of MS Office Applications (Word, Excel, PowerPoint) EDUCATION 2010: B.A. French Language. University of Benin, Edo State 2009: Diplome d’Etude de Langue Française (DELF B1) TRAININGS AND SEMINARS Dec 2013: Telemarketing Diploma, Houston, Texas (Lagos, Nigeria) Jan 2011: Afterschool Graduate Development Centre Aug 2016: Certified Sales Professional (Filigri Consulting Ltd) Oct 2016: Digital Marketing Professional Nov 2016: Office Administrative Professional INTERESTS Reading, Listening to Music and Traveling