Hope Fanwi Bongnwi

 HOPE FANWI BONGNWI     Abuja, Nigeria LinkedIn +234‑- ‑- Professional Summary Detail-oriented and tech-savvy Executive Virtual Assistant with a passion for streamlining operations, managing workflows, and ensuring executive-level support. With over three years of hands-on experience across project management tools (Clickup, Asana, Trello, Airtable, Monday.com), calendar coordination (Calendly and Picktime), and remote collaboration, I bring a strategic mindset to administrative excellence. My background as an educator enhances my communication precision and task execution, while my knowledge of CRM, automation tools (Hubspot, Slack, Zendesk, Freshdesk, Intercom), and digital platforms ensures efficiency. I am committed to supporting high-performing teams, improving executive productivity, and making remote work seamless. More than just management, offering emotional intelligence and discretion, ensuring clients feel safe delegating sensitive or high priority assignments. Skills • Customer Relationship Management • Virtual Assistance • Complaint Resolution • Workflow Automation & Data Entry • Email & Chat Support • Empathetic & Effective Communication • Growth Oriented & Trainable • Administrative Support • Project Management Tools (Clickup, Asana, Trello, Monday.com) • Confidentiality & Trustworthiness • Time Management & Prioritization • Culturally Sensitive & Inclusive • Appointment Scheduling & Lead Follow Up (Pick Time/ Calendly) • Integration (Zapier) • Client Onboarding & Retention • Sales & Marketing • Communication & Support tools • Lead Generation (Apollo, Lemlist) • Customer Service • Virtual Assistance • Complaint resolution • Order Processing • Email/Chat Support • Effective Communication • Troubleshooting • Administrative Support • CRM Tools (Hubspot, Freshdesk, Trello, Calendly, Monday.com ) • Microsoft Office Suite • Data Entry • Appointment Scheduling • Google Workspace • Time Management • Calendar Management • Call Documentation • Problem-solving aptitude Work History 02/2022 to Current Executive Virtual Assistant Ama Switch Care – Lagos & Remote • Provided seamless administrative support to the founder, managing calendars, bookings, and team communications using Calendly, Picktime and Clickup. • Handled customer service queries across email chat and social media platforms with empathy and accuracy using Slack and Freshdesk, increasing response time efficiency by 40%. • Coordinated virtual team meetings, documented minutes, and tracked deliverables using Trello, improving team accountability. • Implementing an efficient customer contact management system, reducing data discrepancies by 20% and improving customer response time. • Protected sensitive business and customer information with discretion and integrity, becoming a trusted point of contact for confidential matters. • Applying critical thinking and linguistic precision from academic training to analyze user experience, improve communication strategies and design systems with clarity and empathy. • Playing a key role in complaint resolution by collaborating with various departments, which decreases escalation in customer complaints by 10%. 05/2023 to 09/2024 English Language Teacher Banner Christian School, Yola. – Jimeta Yola, Adamawa State. • Delivered clear, engaging communication to diverse learners, honing the ability to translate complex information to simple actionable steps, a key skill in customer support. • Built trust and long-term relationships with students and parents by listening actively, providing timely feedback, and resolving concerns with empathy. • Designed individualized learning plans and adapted lesson delivery based on feedback and needs, mirroring the personalized solution-driven approach of customer success roles. • Facilitated classroom management and conflict resolution equipping students with tools to self-regulate and stay engaged- paralleling the proactive guidance offered to customers post onboarding. • Retained as a full-time teacher during national youth service delivering and engaging English Language lessons and fostering critical thinking, language precision and empathy. 02/2022 to 02/2023 Culture and Tourism CDS, Band Coordinator (NYSC) National Youth Service Corps, Nigeria. Yola, Adamawa State. • Served as band coordinator, leading recruitment efforts at orientation camps and building a collaborative corps members community demonstrating leadership, public engagement and cross functional collaboration. • Organized bank practices schedules and managed interpersonal dynamics, translating into hands-on experience in team coordinator, time management and conflict resolution. • Honored with the NYSC Certificate of Commendation, Best Writer Award, recognizing excellence in communication and original thought in an essay titled Discipline. • Balanced dual responsibilities as an educator and corps leader. Reflecting adaptability initiative, and the capacity to manage high stake tasks simultaneously. • Promoted cultural awareness and local tourism through educational outreach and event planning, as well as assisting in organizing cultural festivals and beautification projects for local tourists. 02/2023 to 03/2023 Presiding Officer – National General Elections. Independent National Electoral Commission (INEC). Yola, Adamawa State. • Oversaw the electoral process at the polling unit level, ensuring compliance with INEC procedures and democratic standards, reflecting meticulous attention to process, fairness and detail. • Supervised a team of assistant presiding officers and polling officials, demonstrating leadership, team coordinator and delegation under pressure. • Managed sensitive materials such as ballot papers, BVAS machine, and result sheets, requiring accountability, data accuracy and secure handling protocols. • Engaged with voters respectfully, resolving disputes and providing guidance in high stress environments, strengthening interpersonal, de-escalation and customer service skills. • Completed comprehensive reporting, transmitted live results using digital tools and ensured accurate reconciliation of votes mirroring operation rigors and real time problem solving. Education In Progress M.A. English Language Taraba State University, Jalingo – Taraba State, Nigeria 2021 Bachelor of Education (B.Ed.), Biology Education Ahmadu Bello University, Zaria. - Kaduna State, Nigeria Certifications & Awards ________________________________________________ • Ahmadu Bello University, Zaria, Nigeria. Statement of Result for completion of an approved course of study. (2021) • National Youth Service Corps Certificate of National Service for successful completion of national service in accordance with Section 11 of the NYSC Act. (2022) • Coursera Course Certificate: Case Western Reserve University Inspiring Leadership through Emotional Intelligence. (2020) • Coursera Course Certificate: Georgia Institute of Technology Write Professional Emails in English. (2020) • Coursera Course Certificate: The State University of New York How to Write Resume (Project - Centered Course). (2020) • Coursera Course Certificate: Starweaver Customer Relationship Management (2025) • Coursera Course Certificate: Knowledge Accelerators Customer Service Fundamentals (2025)