Gladys Ehikwe | Freelancer Resume

GLADYS ISIOMA EHIKWE LinkedIn | Lagos State, Nigeria PROFESSIONAL SUMMARY I am a dedicated Customer Support Specialist with extensive experience in providing exceptional service through both email and live chat channels. I specialize in onboarding new clients, resolving customer inquiries, and ensuring a seamless support experience that enhances customer satisfaction and loyalty. My approach combines professionalism, empathy, and efficiency to help businesses build strong, long-lasting relationships with their clients. With hands-on expertise in leading support platforms such as Freshdesk and Zendesk, I am proficient in managing tickets, tracking customer interactions, and implementing effective solutions that reduce response times and increase customer happiness. I am comfortable handling a variety of support requests, from technical troubleshooting to general product inquiries, and I take pride in my ability to communicate clearly, patiently, and positively. I have experience onboarding clients to new systems, guiding them through processes step by step, and ensuring they feel confident using the tools provided. By understanding each client’s unique needs, I tailor my support to deliver solutions that are not only effective but also align with their expectations. My focus is always on providing a proactive support experience that anticipates issues before they escalate and empowers clients to succeed. As a full-time remote professional, I am highly organized, self-motivated, and capable of managing multiple tasks efficiently. I am comfortable collaborating with distributed teams, adapting to different workflows, and leveraging technology to maintain productivity and meet deadlines consistently. My work ethic is driven by a commitment to excellence, attention to detail, and a genuine desire to help customers achieve their goals. Excel in conducting thorough research, compiling reports, and optimizing workflow in dynamic virtual environments. Skilled in prioritizing tasks, meeting deadlines, and adapting to changing priorities. Strong communication skills and a dedication to delivering top-tier service. Experienced with tools such as Asana, Calendly, ClickUp, Monday.com, Trello, Intercom, Freshdesk, Zoom, Loom, Slack, and Zapier. CORE COMPETENCIES ● Customer support and Customer Onboarding ● Calendar & Email Management ● Administrative Support ● Customer Service & Phone Handling ● Problem-Solving & Time Management ● Data Entry & Documentation ● Task Prioritization & Organization ● Research & Analysis ● Technical Proficiency in CRM & Collaboration Tools PROFESSIONAL EXPERIENCE Executive Virtual Assistant / Team Lead URAWARRIOR, LLC – Remote, USA July 2024 – Present ● Provide high-level virtual administrative support to executives, managing calendars, emails, meetings, and social media accounts. ● Coordinate and support beta testing for the URAWarrior mobile app, contributing to its successful launch for mental health awareness. ● Lead a team of virtual assistants, overseeing recruitment, training, and performance management. Data Entry & Customer Support Pentaville Guidance Consultant 2020 – 2023 ● Accurately entered and validated data within company systems, ensuring confidentiality and security. ● Responded to customer inquiries via phone, chat, email, and social media, resolving complaints professionally. ● Processed orders, returns, and refunds while documenting customer interactions and reporting trends. ● Collaborated with internal teams to resolve data-related issues and maintain high customer satisfaction. Virtual Assistant Deenay International Limited 2013 – 2019 ● Managed appointments, emails, and bookkeeping tasks for executive-level professionals. ● Handled social media management, created presentations, and conducted administrative support functions. ● Provided onboarding assistance, including training, mentorship, and system introductions. VOLUNTEER EXPERIENCE Partnership Management Specialist (Volunteer) SkilledUp Life August 2024 – October 2024 ● Reached out to potential partners, encouraging them to sign up and organize events. ● Organized presentations for students to educate them on the benefits of SkilledUp Life. ● Maintained ongoing relationships with current partners and facilitated the signing of new Memorandums of Understanding. Sales Acquisition Specialist (Volunteer) SkilledUp Life November 2024 – February 2025 ● Communicated ideas and solutions effectively to maintain business relationships. ● Conducted lead generation, cold calling, and client onboarding via HubSpot. ● Closed sales and documented activities while providing team leads with updates. EDUCATION Bachelor of Education (B.Ed), Economics Education Delta State University, Abraka, Delta State, Nigeria – 2012 TRAINING & CERTIFICATIONS ● Erin Booth Virtual Assistant Skills Training – March 2025 ● Virtual Assistant Professional Certification – DEXA (February 2025) ● Data Entry Tools and Techniques – Alison (August 2024) ● Basic Virtual Assistant Skills – Wings Academy (June 2024) ● Customer Support Skills – Alison (April 2024) ● How to Stay Productive at Work – Alison (April 2024) ● Digital Witch IT Support Training – On-Demand Tech Skills (March 2024) ● Technical Support Fundamentals – Coursera (June 2024) TECHNICAL SKILLS ● CRM Software: HubSpot, Zoho, Intercom, Freshdesk ● Virtual Collaboration: Slack, Zoom, Loom, Asana, ClickUp, Trello, Monday.com, Zapier, Doodle ● Data Entry & Management: Excel, Google Sheets, EMRs ● Lead Generation & Cold Calling Tools