Goodness Nkechi Eze

EZE NKECHI GOODNESS Finance Officer || Customer Support Specialist Nigeria || - ||-gmail.com || LinkedIn PROFESSIONAL SUMMARY Versatile Customer Support and Virtual Assistant with experience in banking operations, administrative support, and client engagement. Skilled in handling customer inquiries, CRM data entry, email marketing, and streamlining office processes to enhance efficiency. Adept at managing workloads across remote and hybrid environments while maintaining accuracy and excellent customer relations. Known for maintaining precision under pressure, resolving issues proactively, and ensuring customer satisfaction through strong communication and organizational skills. Eager to contribute expertise to help entrepreneurs and companies achieve their business goals. CORE COMPETENCIES Customer Support and Client Relations ● ● ● ● ● Multi-channel communication (phone, email, chat) Complaint handling and service recovery Customer inquiry resolution and product knowledge Service Level Agreement (SLA) tracking Customer retention and ticket tracking systems Technical and Operational Skills ● ● ● ● ● Virtual Assistance and Administration ● ● ● ● ● Calendar and appointment scheduling Inbox and correspondence management Email marketing and campaign support Data entry and record organization Workflow coordination and prioritization CRM tools and database management Microsoft Office Suite and Google Workspace Task tracking and performance reporting Documentation and record management Project coordination and training support Cross-Functional and Professional Skills ● ● ● ● ● Team collaboration and multitasking Performance monitoring and reporting Time management and multitasking Active listening and empathy Adaptability in agile environments ● ● ● ● ● Communication Tools Gmail, Slack, Teams Collaboration Tools: Drive, Dropbox Scheduling: Calendly, Google Calendar, Pick Time SLA Time Tracking: Clockify, Time Doctor Data Entry and Analytics: Google Sheets, Excel TOOLS AND PLATFORMS ● ● ● ● ● CRM and Support Systems: HubSpot, Freshdesk Email Marketing and Outreach: Lemlist, Apollo Project and Task Management: Trello, Monday.com Document Control: Docs, Sheets, Word, Excel Automation and Integration: Zapier, Make WORK HISTORY Outreach Recruiter / Customer Support Specialist | Remote, ASHLANDWILL UNIVERSITY, USA. Jan 2025 – Present. ● ● ● ● ● Handled over 100 inquiries per week through email, chat, and virtual meetings, achieving a 90% follow-up success rate. Managed weekly email campaigns that increased applicant engagement by 35%. Maintained CRM records for more than 200 prospective students with 100% accuracy, ensuring timely follow-ups. Scheduled over 20 virtual interviews sessions per week with a 90% conversion rate to completed application. Collaborated with other teams to enhance onboarding processes and reduce response time by 25%. Customer Service Officer | Hybrid, FIDELITY BANK PLC, NIGERIA. Mar 2022 – Present. ● ● ● ● ● ● Resolved over 300 customer requests monthly, achieving a 95% satisfaction rate through empathy and precision. Processed financial transactions worth over ₦50 million monthly, maintaining zero error and 100% audit compliance. Assisted customers with banking setups, card activations, and account inquiries, increasing digital adoption by 20%. Implemented a follow-up communication system that reduced unresolved complaints by 30%. Prepared weekly service performance reports, contributing insights that improved service turnaround time by 15%. Trained and supported new tellers on customer handling, transaction documentation, and digital banking operations. Administrative Support Officer | On-Site, OFFICE OF THE REGISTRAR, NOGAK POLYTECHNIC, NIGERIA. Mar 2021 – Feb 2022. ● ● ● ● ● Provided daily administrative support to senior officers, improving task turnaround by 25%. Managed and updated records with 100% data accuracy, ensuring compliance with institutional policies. Digitized manual files and improved record accessibility, cutting retrieval time by 50%. Developed automated tracking templates via Excel and Zapier that increased reporting efficiency by 35%. Assisted in planning and execution of 5+ academic events, ensuring smooth coordination and logistics. EDUCATION Food Science and Technology | Higher National Diploma [HND] FEDERAL POLYTECHNIC, NEKEDE, IMO STATE, NIGERIA. Sept 2014 – Jun 2019. ● Gained strong analytical and data management skills applicable to business administration and customer service. TRAINING AND CERTIFICATIONS In-Demand Digital skills DIGITAL WITCH SUPPORT COMMUNITY 2025 ● Acquired practical knowledge of CRM platforms, productivity tools, and digital communication systems, including Google Workspace, Microsoft Office Suite, and virtual collaboration tools. KEY ACHIEVEMENTS ● ● ● ● ● Consistently maintained a 95% customer satisfaction rate using HubSpot for communication and tracking. Improved service turnaround by 15% and reduced documentation errors by 40% through Excel-based workflows. Managed inquiries monthly using Slack, Trello, and Asana to coordinate updates and task progress with teams. Increased customer retention by 20% through proactive engagement campaigns designed with Lemlist and Apollo. Enhanced operational efficiency by 30% by integrating Calendly for scheduling and document sharing. LANGUAGE ● ● English (Fluent) Igbo (Fluent)