Hope Akpan

Hope Akpan Virtual Assistant + Customer Support Hope Akpan- ㅡ Skills General Virtual Assistance; Calendar Management, Email Management,Data Entry & File Management, Social Media Management & Moderation Customer Support Ticketing Systems: Zendesk, Salesforce Service Cloud, Intercom Email Support, Phone Support, Online Chat Support, Order Processing & Inquiries Management, CRM Management & Shopify (Order Checking, Tracking, Updating), Troubleshooting and Issue Resolution ㅡ Experience Upwork/ Customer Support April 2022 - PRESENT, Remote - Provided technical and administrative support to 200+ employees via remote access, chat, phone, and email. Managed and maintained data entry, customer inquiries, and documentation, reducing ticket resolution time by 30%. Organized meetings, handled email correspondence, and maintained calendars for team members. Diagnosed and resolved both customer and internal issues, escalating urgent matters when necessary. Glitz Media / Virtual Assistance February 2020 - March 2022, Remote - Managed administrative tasks, including email and calendar management, for small to mid-sized businesses. Assisted with research, document preparation, and data entry to support executive decision-making. Created content for social media using Canva and managed social media channels, boosting client engagement. Coordinated customer support activities, resolving customer inquiries and tracking order statuses for eCommerce clients. ㅡ Tools G-Suite (Google Workspace), Microsoft Office Slack, Zoom, Canva Freshdesk, Jira Service Desk, Zoho Assist CRM Tools & Shopify, Social Media Platforms & Moderation Tools