Folashade Omotosho

 FOLASHADE OMOTOSHO | Phone Number: - | Email:- Objective: Highly motivated and results-oriented Virtual Assistant with 5 years of experience in customer service. Proficient in Microsoft Office Suite, Calendly, Google Keap, Hubspot, Microsoft Excel, Power point. Excellent communication and problem-solving skills. Seeking a challenging role to leverage my abilities and contribute to a dynamic team. Highlights of Qualifications 7+ years of experience in customer service/customer support Bachelor’s degree in Philosophy Self-starter with a great passion for emerging technologies and continuous improvement Commitment to excellence in project execution and teamwork Proven ability to handle multiple tasks and prioritize effectively to achieve business goals Ability to communicate and discuss remediation plans with client management. Professional Experience Attorney Assistant Virtual Assistant May 2023 – Present Remote, USA Organizing appointments, meetings, and court appearances. Ensuring the attorney’s calendar is up-to-date and avoiding scheduling conflicts. Monitoring, organizing, and responding to emails. Filtering important messages and flagging urgent communications for attention. Drafting, proofreading, and formatting legal documents, correspondence, and reports. Maintaining and organizing digital filing systems for easy retrieval. Acting as the first point of contact for clients, answering phone calls, responding to inquiries, and providing information as needed. Assisting in the onboarding process of new clients by collecting necessary information, sending engagement letters, and ensuring all required documentation is completed. Contacting clients for follow-ups on outstanding documents, case updates, or payments. Preparing and sending invoices to clients. Following up on unpaid invoices and managing payment records. Ensuring the confidentiality and security of sensitive client information and adhering to the firm’s data protection policies. Oxford international Group Customer Support Manager October 2021– May 2023 Lagos, Nigeria Leading and managing a team of customer support representatives. Providing training, guidance, and support to ensure high levels of customer service. Setting performance goals and KPIs for the customer support team. Monitoring and evaluating team members' performance, providing feedback, and implementing improvement plans as needed. Creating and implementing customer service policies and procedures to ensure consistent and high-quality support for all clients. Responded to customer queries and complaints within 24 hours, resulting in a 20% increase in customer satisfaction Establishing and maintaining strong relationships with clients. Understanding their needs and preferences to provide personalized service and build loyalty Overseeing the onboarding process for new clients, ensuring they understand the firm's services, processes, and points of contact. Providing a positive first impression and smooth transition. Trisidal Enterprise Customer Support Rep June 2019 – October 2021 Lagos,Nigeria Addressing customer questions and concerns through various channels, including phone, email, chat, and social media. Providing accurate and timely information about products, services, policies, and procedures. Educating customers about product features, service details, and usage instructions. Helping customers make informed decisions and encouraging positive experiences with the company’s offerings. Managing customer complaints in a professional and empathetic manner. Taking ownership of issues, ensuring they are resolved to the customer's satisfaction, and following up to confirm resolution. Managed the warranty claims process, resulting in a 15% increase in successful claims. Updating and maintaining accurate customer information in the company’s CRM system. Documenting interactions, issues, and resolutions for future reference. Collaborating with team members, supervisors, and other departments to resolve customer issues and improve service delivery. Sharing knowledge and best practices to enhance team performance. Recognizing opportunities to upsell or cross-sell additional products or services based on customer needs and interests Sanea Goods and Services Customer Service Representative Jan 2018 – June 2019 Lagos, Nigeria Managed a high volume of customer calls and emails, averaging 50 per day with 95% accuracy rate Educating customers about product features, service details, and usage instructions. Helping customers understand their options and make informed decisions. Diagnosing and troubleshooting customer issues related to products or services. Using problem-solving skills to identify solutions and resolve issues efficiently. Assisting with payment processing, billing inquiries, refunds, and adjustments. Ensuring accuracy in financial transactions and maintaining transaction records. Creating a positive and friendly environment by engaging with customers respectfully and courteously. Building trust and loyalty by showing genuine interest in their concerns and needs. Collecting customer feedback through surveys, direct interactions, or follow-up calls. Understanding customer satisfaction levels and identifying areas for improvement. Collaborating with other team members, departments, and supervisors to resolve customer issues. Sharing information and best practices to enhance team performance Education & Professional Certifications University of Lagos – BA Philosophy Certified customer service professional (CCSP) Certified Virtual Assistant (CVA) AMAZON Certified Cyber security awareness training: Black Talon Google Work Space certification (G Suite[ Certified Professional in Customer Experience (CPXP) Essential Tools and Technologies Highlights Proficiency in Microsoft Office Tools, Microsoft Access, Microsoft Project, Microsoft Excel, Microsoft Teams, Google Keep, Zoom workspace, Google work Space, HubSpot, KEAP, Zendesk, Asana, Monday.com, Gmail, Outlook, Apple mail, Slack, Google chat, Google calendar, One drive, Google drive, Canva, Microsoft one note, Ring central, Practice panther, Google remote desktop, Google forms, Salesforce.