Glory Adele | Freelancer Resume

ADELE GLORY IHECHIMERENDA CUSTOMER SERVICE | VIRTUAL ASSISTANT Port Harcourt, Nigeria ||- ||-LinkedIn PROFESSIONAL PROFILE Dedicated and detail-oriented professional with extensive experience in customer service, virtual assistance, and quality improvement. Proven expertise in leveraging CRM platforms (HubSpot, Zendesk, CustomerFactor) to optimize customer interactions and enhance satisfaction metrics. Demonstrates excellence in remote task management, schedule optimization, and proactive support delivery, consistently increasing recurring customer bases—strong analytical capabilities in identifying trends and implementing continuous improvement initiatives, resulting in measurable operational enhancements. Exceptional communication and collaboration skills enable effective cross-functional partnerships in virtual environments, fostering positive client relationships and ensuring compliance with industry regulations. I am known for accountability, reliability, and data-driven problem-solving approaches that consistently exceed organizational objectives. CORE COMPETENCE ● Customer Service & Support Excellence ● Bookkeeping ( Quickbook) ● Client Communication & Relationship Building ● Performance Metrics Tracking ● Email Management ● Virtual Meeting Coordination & Team Collaboration ● Appointment Setting And Scheduling(Calendly,Acuity) (Slack, Zoom, Microsoft Suite, Google Suite) ● Social Media Strategy & Campaign Management ● Administrative & Executive Support (Canva, Adobe Spark, Social Media Business ● Data Management & Analysis Suites) ● Project Management ( Trello, Wrike, ClickUp, Microsoft Project, Asana, Notion) ● CRM & Ticket Management (HubSpot, Zendesk, Intercom, Freshdesk, CustomerFactor) ● Presentation Creation ● Spreadsheet Management & Data Visualization ● Email Campaign Development (Mailchimp, Apollo.io, Lemlist) ● Lead Generation & Data Entry (Datascrabbers, Wisetime) CAREER SUMMARY Executive Assistant (Remote Contract) Ainslie Home Aesthetic – USA | 2024 Key Responsibilities: ● Orchestrate comprehensive schedule management and team coordination through CustomerFactor software ● Design and produce promotional videos showcasing company services to attract new clients ● Develop and maintain the company website, implementing custom forms for enhanced client engagement ● Create and implement company policies and agreements ensuring compliance and clear communication ● Design and execute client satisfaction surveys to drive service improvements ● Manage end-to-end recruitment campaigns and job advertising initiatives ● Direct social media strategy and content creation to maintain brand visibility ● Develop targeted email campaigns to boost client engagement and recurring services ● Optimize cleaner schedules and operational workflow efficiency ● Oversee collections and maintain detailed client reference documentation Live Chat Support Specialist (Remote Contract) Preezee Consulting- USA |- Key Responsibilities: ● Delivered exceptional customer service as the first point of contact for clients via live chat, ensuring prompt and professional responses to inquiries and concerns. ● Resolved customer issues efficiently, achieving a 90% first-contact resolution rate and enhancing overall satisfaction. ● Maintained and updated customer records in the CRM system, ensuring data accuracy and supporting seamless follow-ups. ● Collaborated with internal teams to identify and address recurring customer issues, contributing to process improvements ● and better client experiences. ● Monitored and managed multiple chat interactions simultaneously, maintaining high productivity in a fast-paced environment. ● Created and updated a knowledge base and standard operating procedures to streamline responses for common support scenarios. ● Provided feedback to management on customer insights and trends, contributing to strategic decision-making and service enhancements.Ensured adherence to company communication guidelines and standards, maintaining brand voice and professionalism. Legal Assistant( Remote contract) Wareham Legal – United States |- Key Responsibilities: ● Maintained accurate and up-to-date records of all billable hours using Wisetime, achieving a 100% compliance rate with legal billing standards and improving revenue accuracy by 20%. ● Monitored and managed the attorney’s inbox for legal billing, ensuring all relevant client communications were organized and responded to promptly. ● Processed and billed appointments, court hearings, client consultations, and travel arrangements, reducing billing errors by 15% and ensuring seamless invoice preparation. ● Handled day-to-day communications with clients, addressing inquiries, requests, and concerns professionally and achieving a 98% client satisfaction rate through timely updates and follow-ups. ● Adhered strictly to confidentiality policies and legal guidelines, safeguarding sensitive client and case information with zero breaches reported. ● Utilized legal-specific tools, including Wisetime, case management systems, and Microsoft Office Suite, to streamline workflow, optimize task efficiency, and enhance documentation processes. ● Leveraged Microsoft Teams for real-time messaging, video conferencing, and document sharing, ensuring effective communication and reducing task delays by 10%. ● Implemented systematic workflow enhancements that reduced project turnaround times by 35% and improved overall operational efficiency. Virtual Executive Assistant( Remote contract) Amnick Social Enterprise – United Kingdom |- Key Responsibilities: ● Orchestrated executive calendar management with meticulous attention to detail ● Implemented comprehensive email management strategies, ensuring swift response to urgent matters ● Coordinated complex travel arrangements and created detailed itineraries ● Developed high-impact presentations and reports for stakeholder engagement ● Managed meeting logistics including agenda preparation and minutes documentation ● Conducted data analysis to support strategic decision-making ● Streamlined financial processes including expense reporting and invoice management ● Supported high-profile projects and exhibition execution ● Maintained CRM systems and databases ensuring data accuracy ● Facilitated virtual collaboration tools for distributed team efficiency. Customer Support Officer Oilserv Limited – Port Harcourt, Nigeria | 2019 – 2021 Key Responsibilities: ● Spearheaded customer feedback analysis, resulting in a 15% increase in satisfaction scores through data-driven improvements ● Developed and delivered comprehensive training programs for new hires, improving team performance metrics by 25% ● Created and presented monthly performance reports and KPI dashboards to stakeholders ● Implemented a new ticket categorization system, reducing response time by 20% ● Managed multi-channel customer communications with a 90% first-contact resolution rate ● Established knowledge base and SOPs for common support scenarios, enhancing team efficiency ● Coordinated corporate meetings, training sessions, and customer appreciation events ● Led cross-functional initiatives to streamline support processes and improve service delivery Quality Improvement Officer (NYSC) NISA Premier Hospital – Abuja, Nigeria | 2017 – 2018 Key Responsibilities: ● Implemented quality management and patient safety protocols, documenting and analyzing incident reports ● Reduced patient waiting times by 20% through statistical analysis and process optimization ● Managed daily patient attendance tracking and analysis, creating comprehensive trend reports ● Conducted data analysis of hospital metrics using Excel and IBM Cognos to identify improvement areas ● Developed and administered patient satisfaction surveys, achieving an 85% response rate ● Created monthly performance dashboards tracking key healthcare quality indicators ● Coordinated with department heads to implement data-driven service improvements ● Maintained accurate records of patient flow patterns to optimize resource allocation KEY ACHIEVEMENTS ● Increased qualified leads by 30% through targeted marketing campaigns ● Reduced scheduling conflicts by 20% through optimized remote meeting coordination ● Enhanced technical issue resolution time, improving customer satisfaction metrics ● Improved response efficiency by utilizing advanced chat tools and implementing optimized workflows. ● Played a critical role in maintaining high customer satisfaction scores through personalized and attentive support. ● Implemented efficiency improvements leading to measurable operational benefits ● Streamlined the legal billing process, improving the accuracy and timeliness of invoicing. ● Strengthened client trust and retention through exceptional communication and efficient case handling. ● Reduced administrative errors by implementing a standardized documentation system. EDUCATION & CERTIFICATION Bachelor of Science in Biochemistry University of Port Harcourt, Rivers State (2018) Diploma in Catering and Hotel Management Landmark Institute of Catering and Hospitality (2018) PROFESSIONAL CERTIFICATIONS ● Customer Service: Cross-Language Support Certification (2024) ● Information Technology Skills Certification (2024) ● HubSpot CRM Certification (2024) ● Customer Service: Problem-Solving and Troubleshooting (2024) ● IBM Data Visualization and Dashboards (Cognos) Certification (2023) ● IBM Excel Data Analysis Certification (2022) ● ISO 9001:2015 Quality Management System Implementation (2020) ● Customer Service and Relationship Management – Exford Global Consult (2020) ● Project Management Certification – Int'l Organization of Management Professionals (2019) ● Digital Skills Certification – The Enterprise Hub (2016)