Geraldine Opuruozor

GERALDINE OPURUOZOR Customer Support Specialist || Virtual Assistant PORTFOLIO 📍 Nigeria PROFESSIONAL EXPERIENCE Versatile Customer Support and Virtual Assistant professional with over 5 years of experience providing client service, administrative coordination, and workflow management across diverse industries. Skilled in handling customer inquiries, scheduling, and CRM data management while maintaining high levels of accuracy and empathy. Adept at managing communication workflows, tracking service performance, and ensuring SLA compliance in remote and hybrid environments. Recognized for delivering organized, timely, and efficient support that enhances client satisfaction and operational productivity. Focused on building strong client relationships, improving service operations, and contributing to sustainable business growth through effective customer engagement, CRM management, and workflow optimization. CORE COMPETENCIES Technical Skills Cross-Functional Skills CRM Platforms: HubSpot, Zendesk Communication & Escalation Handling Outreach Tools: Lemlist, Apollo Ticket Resolution & SLA Compliance Email Marketing: Mailchimp, Brevo Email, Chat & Phone Management Automation Tools: Zapier, Make Calendar & Inbox Coordination Data Management: Excel, Sheets Appointment Scheduling & Setting Project Management: Trello, Asana Task & Project Tracking Scheduling Tools: Calendly, Picktime Organization & Time Management Communication Tools: Gmail, Slack Workflow Automation & Data Entry Documentation: Docs, Drive, Word Discretion & Confidentiality HIGHLIGHTS Created and updated customer profiles and support records with 100% data accuracy. Resolved 100+ weekly tickets, ensuring SLA adherence and accurate CRM logging. Created company profiles and records with full lifecycle tracking in HubSpot. Maintained a 98% customer satisfaction rate through prompt and clear replies to tickets. HIGHLIGHTS Logged all communication in CRM with 100% accuracy to ensure traceability. Prioritized urgent customer cases and escalated high-impact issues effectively HIGHLIGHTS Maintained a centralized inbox processing 80+ daily messages, ensuring no delay in replies. Managed company inboxes using Gmail labels and filters for structured message organization. Created Trello boards with custom stages to track progress on client projects. Integrated task assignments via Trello for real time visibility of deadlines and ownership HIGHLIGHTS Scheduled 50+ client meetings across time zones with 98% accuracy. Linked scheduling tools to email for automatic confirmation and reminders. Coordinated cross-time-zone meetings and reduced appointment overlaps by 40%. Managed hotel and travel bookings through Airbnb, ensuring budget and date accuracy. WORK HISTORY Virtual Assistant | Freelance Remote | April 2023 – Present Provided administrative and customer support for multiple international clients, maintaining a 98% response rate across chat, email, and phone channels. Coordinated schedules and appointments through Calendly and Google Calendar, achieving 99% scheduling accuracy. Created Trello boards with task automation to track client projects and ensure on-time delivery. Customer Support Specialist | Goshen Emmy Farms, Nigeria Hybrid | September 2020 – March 2023 Managed 50+ daily customer inquiries through email and chat, maintaining a 95% satisfaction score. Resolved 90% of support issues at first contact, reducing escalations and boosting client confidence. Updated and maintained CRM records in HubSpot with 100% accuracy. Customer Service Representative | BestLife Medical Diagnosis, Nigeria Hybrid | September 2018 – March 2020 Scheduled and managed 100+ patient appointments monthly with full accuracy. Provided patient support via phone, email, and in-person, ensuring seamless coordination with lab teams. Handled complaint escalation and resolution, achieving a 98% client satisfaction rate. EDUCATION & CERTIFICATIONS 🎓 B.Sc., Microbiology Imo State University, Owerri, Nigeria | 2014 📜 In-Demand IT Support Skills — Digital Witch Support Community | 2025 📜 Diploma in Customer Support — Udemy | 2025 I can work remotely, hybrid and on-site. I am looking to connect and work with CEOs, Directors, Managers, Recruiters and Friends in the IT world. Hire me today. I am ready to bring value to your team THANK YOU