Ginikachi Olamuyiwa

Ginikachi Olamuyiwa Lagos, Nigeria LinkedIn-- SUMMARY Customer Service Executive with 3+ years of experience delivering exceptional support in fast-paced environments, specializing in resolving customer concerns, optimizing service workflows, and enhancing client satisfaction, Thrives in fast-paced remote environments and known for reliability, empathy, and superior problem-solving ability. ●​ Boosted customer satisfaction scores by 30% through personalized support strategies, leading to stronger brand loyalty and increased referrals. ●​ Increased customer retention by 25% by developing a proactive follow-up system, reducing churn and ensuring a steady revenue stream. ●​ Saved 15+ hours per week for executives by streamlining customer inquiries and automating FAQs, allowing more time for strategic decision-making. PROFESSIONAL EXPERIENCE Money Africa & Ladda Technologies,​ Remote Customer Service/ Sales Executive Aug 2021 - Present Money Africa & Ladda Technologies are leading fintech companies dedicated to improving financial literacy and wealth-building opportunities for individuals and businesses across Africa. With a strong digital presence and a growing user base, they provide education, investment tools, and financial advisory services. ●​ Worked as a key member of the customer service team, reporting directly to the Head of Customer Experience. Managed end-to-end customer interactions, optimized support workflows, and implemented strategies to enhance customer satisfaction and retention. ●​ Maintained detailed client records using CRM and managed team inbox. ●​ Resolved customer issues related to savings, investment accounts, and app functionality. ●​ Handled email management, calendar scheduling, and appointment coordination. ●​ Reduced customer issue resolution time by 40% within six months by streamlining the ticketing system and automating common inquiries, improving response efficiency and freeing leadership to focus on strategic growth. ●​ Manage a support system handling 2000+ customer inquiries monthly, ensuring prompt and effective resolutions that enhance overall customer experience. ●​ Reduced refund requests by 20% within a quarter by improving product education, leading to higher user adoption and satisfaction. ●​ Supported HR functions including data entry, onboarding assistance, and file management. ●​ Provided high-level customer support through Zendesk, Freshdesk, and Gmail. ●​ Contributed to a 15% increase in revenue by identifying upsell opportunities and enhancing customer engagement strategies, driving higher conversions and repeat business. Ministry Of Finance ​ Front Desk Staff/ Youth Corper​ Abeokuta, Nigeria Oct 2019 - Aug 2020 The Ministry of Finance, Abeokuta oversees financial management, budgeting, and economic planning for Ogun State, Nigeria. It ensures efficient resource allocation, revenue generation, and fiscal policy implementation to drive sustainable economic growth. With a team of professionals, the ministry manages multi-billion naira budgets, supporting public sector development and financial stability. ●​ Managed daily interactions with visitors, officials, and stakeholders, ensuring smooth communication and professional assistance. ●​ Enhanced document processing speed by 35% by introducing a streamlined filing and retrieval system, reducing delays in administrative tasks. ●​ Facilitated seamless coordination between departments by handling correspondence, scheduling meetings, and managing official inquiries. ●​ Ensured accurate record-keeping and document management for department operations, improving accessibility and compliance. EDUCATION ​ Bachelors Of Science, Insurance Lagos State University, Ojo, Nigeria ​ TECHNICAL SKILLS ●​ CRM: ZenDesk, Tawk.to, Freshdesk, Zoho, Hubspot ●​ Email Management: Gmail, Outlook ●​ Communication Tools: Slack, Zoom, Microsoft Teams, Google Meet ●​ File Management: Google Drive, Dropbox, OneDrive ●​ Automation: Calendly, Google Calendar CERTIFICATIONS ●​ Freelancer Bootcamp, Social Media Management Certification ●​ ALX Africa, Virtual Assistance Certification ●​ Great Learning Academy, Customer Relationship Management Certification PORTFOLIO https://ginikachi-olamuyiwa-virtual-assistant.my.canva.site/ginikachi-s-portfolio 2019