Grace Macqueen Ekpete

GRACE MACQUEEN EKPETE Lagos State, Nigeria LinkedIn URL: https://www.linkedin.com/in/ochiwugrace PROFESSIONAL SUMMARY Dedicated and results-oriented professional with 4 years experience in administrative roles, virtual assistance and customer support. Leveraging extensive proficiency in utilizing CRM tools, workflow communication platforms, and email management systems to streamline operations and enhance organizational efficiency. Excellent track-record for exceptional multitasking abilities and adeptness in managing diverse tasks with precision and attention to detail. A proactive problem-solver with strong interpersonal skills, fostering positive client relationships and delivering high-quality support to drive business growth. RELEVANT SKILLS Customer Service Skills/Soft Skills ● Customer focus ● Active listening ● Empathy ● Troubleshooting ● Critical Thinking ● Problem-Solving ● Time Management ● Teamwork Technical Skills Tools Proficiency ● ● ● ● ● ● ● ● ● ● ● ● Technical Support Appointment setting HubSpot (Intermediate) Freshdesk (Intermediate) Zendesk (Intermediate) Intercom (Intermediate) Trello (Intermediate) Click-Up (Intermediate) Calendly (Expert) Pick Time (Expert) Apollo.io (Intermediate) Zoom, Google-Meet, Microsoft-Teams, Slack WORK HISTORY Customer Support Specialist Digital Witch IT Services (Nov.2023 - till date) - Initiate customer engagement, efficiently handling a high volume of Emails and resolving complaints in a timely and professional manner. - Expertly handled high-volume customer inquiries, leveraging multitasking skills to ensure efficient resolution. - Proactively generate leads, driving business growth to 20% increase. - Streamlined customer onboarding by opening files, managing documentation and ensuring seamless administrative processes. - Launched a proactive customer follow-up, ensuring consistent service standards and building trust. 2 Personal Assistant House of SOTA NG (Jan.2023-April 2023) - Served as the primary point of contact, efficiently handling phone calls, messages, and email correspondence, ensuring seamless communication. - Screened incoming calls, prioritized messages, and escalated critical matters to CEO/Creative Director. - Planned and executed events, conferences, and meetings, ensuring flawless execution and providing onsite support. - Supervise production and preparing daily reports as required. - Collaborated mail reception and dispatch, maintaining efficient communication channels. - Fostered strong customer relationships through friendly, genuine service, resulting in 30% increased customer retention and loyalty. - Spearheaded monthly training sessions for a team of 15 on new product features and company policies, resulting in a 50% decrease in customer complaints and a 25% increase in customer satisfaction scores. Executive Assistant Independent National Electoral Commission (INEC)(July.2019-June 2020) - Enacted efficient filing systems, both physical and digital, to ensure easy access to records. - Implemented a digitalized record-keeping system for sensitive documents, allocating needed access, increasing retrieval efficiency by 40% and reducing search time for critical reports by an average of 25% across departments. - Maintained meticulous records of Staff, ensuring accurate data and informed decision-making. EDUCATION B.Sc. Political Science Benue State University Makurdi, Benue State Nigeria TRAINING AND CERTIFICATIONS Digital Witch IT Services, 2024 ● IT Support Skills ● Customer Relationship Management ● Technical Support ● Telemarketing/Cold Calling ● Airbnb, Booking.com, Lead Generation, Appointment Setting ● Email Management ALX AFRICA Virtual Assistant Programme 2022 ● Google Suites(G-mail, Calendar, Doc. Sheets, Slides, Drive) ● Travel Pack and Itinerary ● Data Entry ● LinkedIn Optimization Other Training ● Mobile Graphics, Social Media Tools (WhatsApp, Facebook, Instagram, Twitter, Telegram) Usage and Automation REFEREES Will be provided on request 2