Florence Akpan Nya

FLORENCE AKPAN-NY A Organized and dedicated Virtual Assistant with proven track record of providing exceptional customer service, telemarketing and admin support in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. VIRTUAL ASSISTANT Contact Address LAGOS, Nigeria, 101241 Phone- Work History 2020-02 Current Virtual Assistant/Customer Service Telemarketer Freelance, Lekki, Lagos Managed 20 calendars to strategically coordinate meetings, appointments and events. E-mail Handled high-volume telemarketing operations with - expert use of client management software and computer dialing. Skills Slashes payroll/benefits administration cost by 30% Scheduling and calendar continuation and enhancement of services. management Answers inbound calls from interested customers to Customer and client relations Administrative support Interpersonal communication skills Problem solving strength by negotiating pricing and fees, while ensuring persuasively discuss offerings. Scheduled appointments for sales representatives to meet with prospective customers. Identified and amended major process bottleneck that ultimately sped up customer request time by 200%. Maintained several customer account information databases. Received 95% positive customer survey results. Time management Made average of 200 outbound and inbound calls Relationship building per day. Information security yet economical locations, saved expenses by $2000 Project Management Coordinated and arranged company events at best per month. Introduced client scheduling program that Policy and procedure decreased scheduling time by 50%. modification Created 5+ social media posts each week, raising Team Bonding engagement 10% in 2months. Directed team of 10 customer service associates to provide outstanding service to clients and increase repeat business by 48%. Software Trained and onboarded 15 newly hired staff Trello, ClickUp, Monday, Actively responded to and answered 500+ consumer Asana, Airtable questions. Increased 1-on-1 engagement with target members. market 200%. Google Suite Microsoft office Slack, Zoom, Skype GoDaddy, FreshBooks, Xero Canva HubSpot Acuity, Calendly, LastPass Social Media Maintenance Generated minimum of 20 new leads each day. Assisted with payroll for over 40+ employees. Implementing business initiatives to optimize day to day operations, resulting in 30% increase in productivity. Mentoring 20+ aspiring virtual assistants on best customer service methods. Utilized free and budget friendly tools such as social media and employee referrals to find qualified candidates whilst slashing hiring costs by 24%. Improved customer service rating by 40% by training 4 new employees on proper customer support. Cross sold every item, every opportunity, exceeding client's revenue targets by 50%. Dubsado, Honeybook Buffer ,Hootsuite, Later Identified and Nurtured Clients/Partners via cold calling, B2B. Initiated central appointment system that took information from online forms filled out by 70+ students and allotted them dynamic appointment number. Supported average of 50 customers per day while maintaining customer satisfaction rating over 95%. Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service. Continually seeking methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency. Developed recordkeeping systems for employee records and company documents to optimize operations and reduce project lags. Volunteered to help with special projects of varying degrees of complexity. Accelerated appointment system by incorporating interactive calendar, resulting in hassle-free appointment scheduling. Collaborated with other sections of client's business in order to centralize database for easy retrieval of information. Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas. 2013-06 - Sales Administrator 2019-10 Anis ChopChop, Port Harcourt, Rivers State Resolved customer issues quickly and managed over 30 accounts to increase sales and meet quotas. Retained company's top customers in wake of strict competition, by devising and presenting them with discount options. Grew retail sales volume in assigned territory 30% through strategic budgeting and product promotion. Created and launched new online marketing strategies, resulting in 100% sales increase. Trained and mentored new telemarketers on best practices, communications strategies and performance standards Identified 4 emerging markets as potential for growth, resulting in company's expansion in industry. Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets. Successfully generated lead of 52 corporate accounts, out of which 50 were realized as high business giving customers. Retained company's top customers in wake of strict competition, by devising and presenting them with discount options. Trained total of 30 sales officers and support staff members within short time span of 3 years. Expanded product distribution by adding more than 5 new distribution points in region Consistently maintained sales volumes, product mixes, and selling prices by keeping updated with supply and demand and changing market trends. Reorganized and optimized leads management by implementing HubSpot CRM solution. Closed over N55,000,000 in new sales in 6 months. Conducted research to target, engage and partner with suppliers, negotiating beneficial, cost-saving deals. Targeted new markets and increased sales 95% through proactive sales and negotiation techniques. 2008-08 - Sales Representative 2012-04 West Atlantic Computers, Ikeja, Lagos State Created and maintained robust sales pipeline. Identified up to 20 new leads quarterly. Developed and delivered engaging sales presentations to convey product benefits.. Maintained book of business valued at N20,000,000. Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance. Trained and mentored 30 new sales representatives. Enhanced territory operations through successful cold-calling of area business leaders and establishing favorable contracts. Documented customer interactions using HubSpot to capture data in processing system. Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base. Increased sales volume and expanded product line to new retailers, supplied to schools and vocational centers. Retained excellent client satisfaction ratings through outstanding service delivery. Made average of 150 outbound and inbound calls per day. Answered questions about company offerings with knowledgeable responses about products and services. Opened new accounts and documented personal, demographic and payment information in system. Completed daily cold calling and outreach to build sales pipeline. - Administrative Assistant-Sales Representative Obed Investment Nig Ltd, Ikeja, Lagos State Sorted and distributed office mail and recorded incoming shipments for corporate records. Prepared correspondence in accordance with organizational guidelines less than 1% were returned for correction. Demonstrated excellent customer service skills by assisting marketing department in promotional activities and campaigns. Provided exceptional support to managers and co-workers, hence increased overall efficiency of office by 30%. Restocked supplies and placed purchase orders to maintain adequate stock levels. Contributed to 20% faster collections with automatic payment reminders. Performed CRM data entry on 100+ of customer orders with zero errors. Commended 7x by managers for good attitude and time management. Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions. Introduced online and social media selling techniques, increasing company's profits by 40%. Increased territory client base by 50% by being actively involved in marketing and sales promotions. Improved product movement between warehouse and retail outlet, thereby decreasing weekly movement time from 10 hours to 6 hours. Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations. Education- Bachelor of Science: Marketing Imo State University - Imo State, Nigeria - Professional Certification ACIA: Financial Administration Nigerian College of Administration - Lagos, Nigeria. CIA Professional Qualification is a mark of distinction and professionalism officially recognized and graded by the Federal Ministry of Education for employment in all sectors of the economy. ACIA is a multi-disciplinary professional qualification that equips members with rare multiple skills empowering them to perform a variety of functions in several positions of responsibility in all professional administration specialisms of Accounting, Finance, Management, Human Resources, Marketing, Purchasing; Supply, and Public Sector Administration,