Hope Aikhuele

HOPE AIKHUELE Ibadan, Oyo State |- |- PROFESSIONAL SUMMARY Dedicated and customer-focused Customer Care Representative and Virtual Assistant with extensive experience in communication, administrative support, and customer relationship management. Highly skilled in providing excellent client service, handling inquiries, resolving complaints, and ensuring customer satisfaction. Adept at utilizing digital tools, managing schedules, and improving efficiency through well-organized administrative support. Passionate about building long-term relationships with customers and enhancing business operations. SKILLS & EXPERTISE ●​ Customer Service & Call Center Operations ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Communication & Interpersonal Skills Email & Calendar Management Administrative & Clerical support Social Media management Appointment Scheduling Data Entry & Organization CRM Software (Zendesk,Hubspot) Microsoft Office Suite (Word, Excel, Powerpoint) High Pressure situation Management Policy Compliance & Quality Assurance Process Improvement & workflow Optimization PROFESSIONAL EXPERIENCE Customer Call Representative TeamLead LLc– Ibadan, Oyo State 1/2025– Present ●​ Managed a high-volume Medicaid call center, handling inbound and outbound calls. ●​ Supervised and trained a team of customer service representatives, ensuring policy compliance and service excellence. ●​ Handled customer inquiries, complaints, and service requests via phone, email, and chat support. ●​ Resolved customer complaints efficiently, achieving a 90% customer satisfaction rate ●​ Processed orders, tracked deliveries, and provided timely updates to customers ●​ Assisted in troubleshooting technical issues and provided step-by-step guidance. ●​ Maintained a high level of professionalism and empathy while addressing customer concerns. ●​ Suggested process improvements that reduce customer wait times by 20%. Secretary PathFinder Solar Systems— Ibadan, Oyo State 5/2024- 10/2024 ●​ Provided administrative support to senior management and team members ●​ Maintained and updated accurate records, databases, and filing systems. ●​ Managed customer inquiries via email, phone calls, and live chat, ensuring prompt responses and issue resolution. ●​ Implemented a new filing system, improving document retrieval time by 30%. ●​ Assisted in event coordination, receiving positive feedback for organization and efficiency. Virtual Assistant & Personal Assistant Ideal Abode Real Estate– Ibadan, Oyo State 7/2023 –8/2024 ●​ Managed emails, scheduled appointments, and organized calendars for executives and clients. ●​ Conducted online research and compiled reports for business decision-making. ●​ Assisted in social media management, responding to messages and engaging with followers. ●​ Provided data entry, document preparation, and proofreading services. ●​ Ensured smooth daily operations by handling administrative and clerical tasks remotely. ●​ Delivered executive-level administrative support, managing complex schedules, coordinating high stakes virtual meetings, and streamlining daily operations to meet critical deadlines. ●​ Implemented and optimized workflow automation systems, significantly improving task, time management and overall productivity. ●​ Achieved a 100% satisfaction rating by delivering proactive, detail-oriented and results-driven administrative support. ●​ Hosted a weekly radio show about controversial topics relating to societal pressure between men and women. Reaching a diverse audience of Benin listeners. ●​ Managed live broadcasts handled technical difficulties on air.Curated playlist and content tailored to audience preferences. ●​ Delivered live ad reads and promotions and endorsements for sponsors, while maintaining brand integrity and authenticity. ●​ Increased show ratings by 65% through strategic content and audience engagement. ●​ Successfully interviewed notable celebrities, influencers and subject matter experts, building strong relationships with industry stakeholders. EDUCATION Virtual Assistant | 2024 African Leadership Initiative (ALX) Bachelor of Art in English and Literature | 2019 University of Benin, Benin, Nigeria Secondary School Leaving Certificate | 2010 Federal Government Girls College Benin-City, Edo, Nigeria. REFERENCE Available Upon Request