Franklin Ogbusu

FRANKLIN OGBUSU ……………………………………………………………………………………………………… PROFESSIONAL SUMMARY A proactive customer service representative and virtual assistant with wealth of experience in a variety of sector, and proficient in the use of CRMs and email management, lead generation, appointment setting, telemarketing and many other fields. Highly organized project manager, easily adjust to new situations and produces remarkable outcomes. Renowned for exceptional communication skills and ability to collaborate effectively with crossfunctional teams. Consistently delivering high-quality work while meeting tight deadlines. Enjoys working in dynamic work environments, using wide skill set to solve challenging problems and promote organizational growth by driving sales and building strong client relationships. Have an excellent eye for detail and great love for creativity .…………………………………………………………………………………………………………………………………………………………………. SKILLS Active listening || Adaptability || Attention to details || Building Customer Loyalty || Excellent Communication || Maintaining Customer Relationship || Patience || Record Keeping || Effective Time Management || Customer Satisfaction || Empathy || Organizational Skills || Complaint Resolution || Team Collaboration || Project Management ……………………………………………………………………………………………………… WORK HISTORY 05/2024 to 09/2025 07/2023 to 05/2024 GOCABOO TECHNOLOGIES Project Coordinator (Remote)  Managed project timelines, schedules, and resource allocation plans, ensuring all tasks remained on track.  Facilitated communication between stakeholders, including sales teams, management, and IT personnel, keeping everyone informed of project progress.  Compiled and maintained project documentation, including reports, meeting agendas, and user guides.  Monitored project progress, identified potential risks and issues, and escalated them to the Project Manager for timely mitigation. CUSTOMER SERVICE REPRESENTATIVE Vickling Diamond Hotel (Abuja)  Assisted guests with making room reservations, modifying existing reservations, and managing room allocations to ensure maximum occupancy and guest satisfaction.      09/21 to 07/2023 CUSTOMER SERVICE REPRESENTATIVE NATHAN Laundry and Dry-cleaning Services (Abuja)     08/2019 to 09/2021 Provided personalized assistance and addressed guest inquiries, requests, and concerns promptly and professionally. Handled incoming calls, emails, and inquiries from guests, prospective guests, and internal departments, and providing accurate information and assistance as needed. Performed various administrative tasks such as updating guest profiles, maintaining accurate guest records, processing paperwork, and assisting with general office duties as needed. Booked flight ticket for guests and also ordered ride to convey them to the airport. Set appointments and scheduled meetings using software like Calendly, Picktime and Google calendar. Responded to customer inquiries concerning pricing, turnaround times, and any other related questions. Coordinated pick-up and delivery schedules with customers and ensuring timely and efficient service. Addressed and resolved client’s complaints and concerns about misplaced items, damaged clothes, inconsistent billing, or problems with service quality. Identified opportunities to upsell additional services such as stain removal treatments, fabric softeners, or eco-friendly cleaning options based on customer needs and preferences. ADMINISTRATIVE VIRTUAL ASSISTANT Sean Cussons Consulting Group (Abuja)  Handled their social media pages.  Planned the day-to-day activities of the Group’s President.  Set appointments and scheduled meetings using software like Calendly, Picktime and Google calendar. 05/2017 to 08/2019 GENERAL VIRTUAL ASSISTANT Nadview Property and Homes (Lagos)  Handled over 100 customer’s email daily.  Set appointments and meetings for the CEO.  Scheduled meetings for the Sales team using tools like Acuity and Calendly.  Effectively managed time allocated to me for any given task.  Conducted online research on the prevailing industry trend for the Agency.  Generated leads for the Agency using tools like Apollo.io and Leadscrape.  Nurtured the generated leads and converted over 65% of them to customers. 04/2016 to 05/2017 GENERAL MANAGER Augson Industries Nigeria Ltd (Abia)     Coordinated the staffing for over 20 staff by identifying company’s need and performing reference check. Set clear expectations, motivated team members, and fostered a positive work environment. Ensured that team members are well-informed about organizational goals and priorities. Monitored and assessed risks regularly, and immediately strategized to mitigate new or evolving risks. 04/2015 to 03/2016 OFFICE ASSISTANT Ministry of Youth and Sports Development (Enugu)  Took inventories of office supplies.  Scheduled appointments for the permanent secretary.  Managed the official email of the permanent secretary.  Ensured excellent book keeping pattern.  Managed Power point slides for the permanent secretary during seminars and meetings with directors of the ministry. …………………………………………………………………………………………………… … EDUCATION 08/2009 TO 11/2013 B.A PHILOSOPHY Imo State University …………………………………………………………………………………………………… … TRAINING AND CERTIFICATIONS LinkedIn  Building Rapport with Customers  Customer service: Handling abusive customers  B2B Sales foundation  The Three Pillars of Effective Communication  Interpersonal Communication  How to Get (and Stay) On Top of Your Inbox  Customer Retention  Professional Networking  Innovative Customer Service Technique International Labour Organization  ILO’s Cooperative development tools