Florence Onwumere

FLORENCE ONWUMERE, B.Sc. Address: House 105, Drive 2, Prince and Princess Estate, Abuja Mobile:-, - Email:- Professional Summary: Dedicated and service-oriented professional with three years of experience in virtual assistance and customer support, possessing a high level of empathy and emotional intelligence. Proven ability to troubleshoot independently, quickly learn new software tools, and communicate effectively in English. Committed to delivering exceptional customer experiences and excelling in dynamic, rapidly growing startup environments. I stand for excellence and integrity and a strong team player with the ability to motivate the team towards productivity and in working to challenge targets to achieve key business objectives. Skills:             Excellent verbal and written communication skills in English. Strong troubleshooting and problem-solving abilities. Competent user of Microsoft word, power point and excel, highly skilled in Competent user of CRM tools (Hub spot, Zendesk, Fresh desk, Intercom and Google Suite applications) Highly skilled in project management tools (Asana, Freedcamp, Draw.io, Project libre) Quick learner of new software tools. Highly organized with strong analytical skills. Exceptional attention to detail. Adaptable and comfortable with change. High level of empathy and emotional intelligence. Collaborative and respectful team player. Effective in handling challenging situations with optimism and diligence. Customer Support Representative Zinot Multinational Services, Abuja Nigeria August 2021 till date       Provided accurate information to customers using documentation and digital tools. Answered technical questions about multiple platforms via email, chat, and calls. Attended training sessions to become an expert in company products and customers. Consistently met and exceeded productivity and quality goals. Shared suggestions for customer experience improvements with team and clients. Represented the company in a professional and friendly manner. Key Achievements:      Improved customer satisfaction scores by 75% through diligent and empathetic support. Reduced average response time by 40% by optimizing troubleshooting processes. Increased First-Contact Resolution Rate by 25% Consistently surpassed monthly targets for response time, resolution time, and customer satisfaction. Successfully designed and implemented frameworks for women development programs and managed women assigned projects for the NGO sector Education: B.Sc Statistics University of Nigeria, Nsukka Enugu State Nigeria 2007 Certifications:     Demand IT Skills Training, Digital Witch Support Community, 2024 EF SET 2 C1 Advanced, 2024 Google Project Management Foundation 2023 Certified Business Analyst Professional (CBAB) Languages:  English Advanced Availability:   Full-time availability between 7:00 am - 1:00 am EST. Willing to work on Saturdays References: Available upon request.