Grace Amaka Ozoude

Grace Amaka Ozoude Abuja, Nigeria | --| LinkedIn: linkedin.com/in/grace-ozoude- PROFESSIONAL SUMMARY Results-driven Administrative Professional with 10+ years of experience improving workflow efficiency by 20% and reducing document retrieval time by 40% through process optimization. Proven ability to enhance customer experience by increasing response efficiency by 30% while delivering executive support, reducing scheduling conflicts by 25%, and maintaining 100% accuracy in financial and confidential records. CORE COMPETENCIES ● Administrative & Office Management ● Customer Experience & Client Relations ● Executive Support & Calendar Management ● Data Management & Record Keeping ● Complaint Resolution & Service Recovery ● Recruitment Coordination & Onboarding ● CRM Systems (Zendesk) ● Microsoft Office Suite (Word, Excel) ● Process Improvement & Workflow Optimization ● Confidential Documentation Management PROFESSIONAL EXPERIENCE Administrative Officer Jan. 2021 – Present Crystal Chambers (Wakil & Associates), Federal Capital Territory, Abuja, Nigeria. ● Streamline front office operations by managing high-volume client inquiries across phone, email, and chat, improving response efficiency by ~30%. ● Coordinate executive calendars, legal schedules, and client appointments, reducing scheduling conflicts by 25%. ● Oversee payment processing and financial record-keeping with 100% accuracy in transaction documentation. ● Resolve client complaints promptly, contributing to improved client satisfaction and retention. ● Maintain and secure confidential legal documentation, ensuring full compliance with organizational procedures. ● Supervise administrative staff and implement workflow improvements that increase office productivity by ~20%. ● Lead recruitment coordination, onboarding processes, and employee record management for improved HR efficiency Digitize and organize records, reducing document retrieval time by ● Administrative Assistant Oct. 2011 – Aug. 2020 Pikat Properties, Federal Capital Territory, Abuja, Nigeria. ● Delivered end-to-end administrative support, improving operational efficiency across departments. ● Managed property records and client documentation, ensuring accuracy and regulatory compliance. ● Coordinated executive schedules, meetings, and stakeholder engagements. ● Developed structured filing systems that improved document access time by 35%. ● Prepared business reports and correspondence to support management decisionmaking. Administrative Secretary Dec. 2010 – Sept. 2011 Concept College (NGO) Federal Capital Territory, Abuja, Nigeria. ● ● ● Managed office correspondence and maintained accurate institutional records. Coordinated meetings, schedules, and administrative logistics for management. Supported reporting and documentation processes, improving internal communication efficiency. Assistant Secretary (NYSC) Ministry of Finance, Makurdi – Benue State, Nigeria ● ● ● Provided executive-level administrative support to the Commissioner’s office Drafted official correspondence and maintained confidential government records Coordinated meetings and internal communications across departments. Marketing Intern Fortran Engineering Limited, Abuja ● ● ● Nov. 2009 – Dec. 2010 2005 – 2006 Supported marketing campaigns and client outreach initiatives Assisted in preparing presentations and reports for business development Contributed to promotional activities that enhanced client engagement KEY ACHIEVEMENTS ● ● ● ● ● Improved office workflow efficiency by 20% through process optimization and staff supervision Reduced appointment scheduling conflicts by 25% via effective calendar management Increased response efficiency to client inquiries by 30% through multi-channel communication handling Cut document retrieval time by 40% by digitizing and restructuring filing systems Maintained 100% accuracy in financial transaction records and documentation EDUCATION National Institute for Legislative & Democratic Studies-(NILDS)/Univ .of Benin Master of Science (M.Sc.) in Parliamentary Administration 2021 – 2023 National Open University of Nigeria Postgraduate Diploma (PGD), Business Administration 2015 – 2016 Institute of Management and Technology (IMT), Enugu 2006 – 2008 Higher National Diploma (HND), Business Administration and Management. CERTIFICATIONS & TRAINING ● Proficiency in Computer Applications, Blue Ocean Computer School, Abuja (2010) ● In-Demand IT Skills Training – Digital Witch Support Community (2026) o Remote Work Competencies o Virtual Administrative Support o Email & Chat Customer Support o Digital Collaboration Tools TECHNICAL SKILLS ● ● ● ● Microsoft Office Suite (Word, Excel) CRM Tools (Zendesk) Digital File & Document Management Systems Virtual Collaboration Tools