Felicitas Chidinma Ihiaso

FELICITAS CHIDINMA IHIASO (Felicity) Professional Summary Customer-focused and detail-orientated customer support, an administrative professional with over 4 years of experience supporting clients, tenants, and internal teams in fast-paced, remote environments. Skilled in managing high-volume enquiries, resolving issues with empathy and professionalism, and maintaining accurate records using CRM systems. Known for strong communication, compliance awareness, and the ability to support operational workflows that improve customer satisfaction, retention, and response times. A dependable and quick-learning team player committed to delivering consistent, high-quality service. CORE COMPETENCIES ● Customer Support & Communication Customer Service Excellence | Customer Retention | Conflict Resolution & De-escalation | Empathetic & Active Listening | SLA Adherence | Professional Written & Verbal Communication ● Technical & Administrative Skills CRM Systems | Follow Up Boss | Zendesk (Familiar) | Data Entry & Records Management | Microsoft Office | Google Workspace ● Operations & Process Support Workflow Coordination | Vendor & Client Relationship Management | Quality Assurance (QA) | Compliance & Data Security | Documentation & Reporting ● Collaboration & Support Cross-Functional Coordination | Training Support | Team Assistance | Process Improvement PROFESSIONAL EXPERIENCE Executive Administrative Assistant Golden Unicorn Acquisitions LLC – New Jersey, USA (Remote, Part-Time) April 2025 – Present ● Served as the primary administrative and customer support point of contact for a 4-property residential portfolio, managing tenant communication across calls, emails, and CRM systems. ● Handled resident enquiries related to leasing, rent, maintenance, and general concerns, ensuring timely responses and proper documentation of all interactions. ● Coordinated maintenance requests by collecting detailed issue descriptions from tenants, assigning tasks to vendors or contractors, tracking progress, and confirming resolution. ● Organized leasing and tenant documentation, including leases, invoices, notices, and compliance records, maintaining accurate and up-to-date digital filing systems. ● Utilized Follow Up Boss CRM to track communications, schedule follow-ups, and monitor open issues, improving response times and preventing missed enquiries. ● Supported tenant retention efforts through consistent communication, follow-ups, and issue resolution, contributing to improved satisfaction and reduced complaints. ● Assisted management with reporting by providing updates on tenant issues, maintenance status, and administrative tasks. Manager, Administrative & Financial Coordinator Amazing Properties LLC – Iowa, USA (Remote) October 2023 – January 2025 ● Oversaw daily administrative and operational coordination for a property management business, supporting both on-site teams and remote stakeholders. ● Trained, supervised, and supported on-site staff and vendors, introducing standardized onboarding procedures and task checklists to ensure consistency and accountability. ● Coordinated vendor relationships, including scheduling services, monitoring performance, and supporting contract negotiations to manage costs and service quality. ● Managed preventative maintenance schedules and coordinated capital projects, ensuring timely completion and minimizing emergency repairs and tenant disruptions. ● Tracked expenses, invoices, and financial records, supporting accurate reporting and organized documentation for management review. ● Ensured compliance with health, safety, and licensing requirements by maintaining records, tracking renewals, and supporting inspections when required. ● Acted as a liaison between tenants, vendors, and management, ensuring clear communication and timely resolution of operational issues. Administrative & Customer Support Roles ABEC Electrical Engineering & Innovate Digital Inc. – Lagos, Nigeria (Hybrid) July 2023 – December 2024 ● Provided comprehensive administrative support to executives and operational teams, including calendar management, document preparation, and internal coordination. ● Managed client-facing communications, responding to enquiries, following up on requests, and supporting customer retention efforts. ● Prepared invoices, maintained filing systems, and ensured accurate documentation of client and financial records. ● Supported day-to-day office operations by organizing records, coordinating meetings, and assisting with cross-department communication. ● Built a strong foundation in professional customer service, administrative organization, and attention to detail in fast-paced environments. customer communication and retention, building a foundation for excellent client service. ● EDUCATION & CERTIFICATIONS ● BSc, Government & Public Administration – Imo State University (2019) ● Diploma in Customer Service - ALISON (2023) | Key Topics: Customer Psychology, Handling Difficult Customers, Service Standards ● Introduction to HubSpot CRM – Coursera (2023) | Key Topics: Contact Management, Deal Pipeline, Email Tracking, Reporting ● Data Analytics (In Progress) - ALISON ADDITIONAL INFORMATION ● Languages: English (Native/Fluent), Igbo (Native/Fluent) | A key asset for supporting diverse customer bases. ● Volunteer Work: Community Development Service - Medical Outreach ○ Demonstrates empathy, ○ community focus, and comfort in high-stakes situations ○ Compassionate environments are highly valuable for healthcare support roles. References: Available upon request