IDARA ASUQUO EFFIONG
Client Support & Virtual Assistant Specialist
PROFESSIONAL SUMMARY
Results-oriented Customer Support and Virtual Assistant Specialist with over 3 years of experience managing high-volume client
relations and administrative workflows. Proven track record of resolving 30+ daily inquiries and improving complaint turnaround time
by 20% while maintaining 100% accuracy in documentation and reporting. Expert in leveraging CRM and automation tools; including
Zendesk, HubSpot, Zapier, and Airtable, to boost platform accessibility by 25% through proactive technical support. Adept at providing
seamless multi-channel support for individual and corporate clients in fast-paced environments, ensuring consistently high
satisfaction scores and streamlined service delivery.
CORE COMPETENCIES
HARD SKILLS
CRM & Support Tools (Zendesk, HubSpot, Freshdesk, Intercom, Jira, Dynamics 365) | Canva| Virtual Assistance & Productivity |
Appointment scheduling (Calendly, Acuity) | Remote Collaboration (Slack, Trello, Monday.com, Zoom) | Automation & Data (Zapier,
Airtable, Microsoft Office Suite, Google Workspace) | Technical Support: Knowledge Base/FAQ Support, Ticketing & Escalation
Handling, Digital Banking Support.
SOFT SKILLS
Time Management & Prioritization | Team Coordination & Collaboration | Adaptability in High-Pressure Environments | Customer
Empathy & Complaint Resolution | Client Relations & High-Quality Communication | Problem Solving & Workflow Optimization |
Multi-channel Support (Phone, Email, Walk-in) | Attention to Detail
PROFESSIONAL EXPERIENCE
Virtual Assistant -Director, Academic Planning(Topfaith University, Akwa Ibom) – Remote
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Managed executive calendars and coordinated appointment scheduling using tools like Calendly and Acuity.
Streamlined internal workflows by implementing automation via Zapier and Airtable to reduce manual data entry.
Coordinated virtual meetings via Zoom/Microsoft Teams, including agenda preparation, and minute-taking.
Utilized project management tools (e.g., Trello, Asana) to track tasks, deadlines, and team deliverables.
Maintained and updated digital records, spreadsheets, and cloud-based filing systems (Google Drive, Dropbox).
Conducted online research and prepared reports, presentations, and summaries to support executive decisions.
Relationship Manager (Hybrid) First Bank of Nigeria – Port Harcourt, Rivers State
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April 2022 – Oct 2022
Resolved an average of 30+ daily inquiries, improving subscription satisfaction and reducing turnaround time by 20%.
Boosted successful customer login and platform access by 25% through dedicated technical support.
Maintained 100% accuracy in record management, reporting, and subscription renewals.
Facilitated ad placements and payment processes for clients, contributing to increased retention.
Client Service Associate- Elite Project – Remote
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Nov 2022 – Nov 2024
Managed customer inquiries across multiple channels, including in-person, phone, email, and live chat.
Resolved complex issues regarding ATM/debit cards, online transactions, and digital banking errors.
Tracked and logged complaints using ticketing systems to guarantee timely resolutions.
Educated clients on various banking products and digital platforms to increase user adoption.
Customer Support Officer, Watchman Publishing Company – Remote
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March 2025 – Sept 2025
Provided comprehensive support to individual and corporate clients by resolving inquiries and issues promptly.
Assisted customers in navigating banking services and digital platforms to ensure a seamless service experience.
Utilized CRM tools (Jira, Dynamics 365) to document interactions and ensure effective follow-up.
Maintained high customer satisfaction scores by resolving complaints empathetically.
Customer Care Officer (hybrid) Access Bank Plc. – Uyo, Akwa Ibom
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Oct 2025 – Feb 2026
Feb 2020 – Feb 2022
Resolved 180+ monthly client inquiries through phone, and email with a 98% satisfaction rate.
Issued billing statements to over 180 clients and improved payment turnaround by 20%.
Coordinated daily interdepartmental communications to support finance and admin teams.
Supported clients’ records, inquiries, and application handling with accuracy and empathy.
Idara Asuquo Effiong CV
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Introduced a new Excel-based inquiry tracker and reduced follow-up delays by 25%.
EDUCATION
Bachelor of Science in Accounting
Akwa Ibom State University, Nigeria.
Akwa Ibom State, Nigeria | 2020
PROFESSIONAL TRAINING & CERTIFICATIONS
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Google Technical Support Fundamentals (Coursera)
Digital Witch Support Community-In-Demand IT Skills
McKinsey Forward program
Basics of Business Model Canva concept (Unilever)
Jobberman Soft-Skills Training
Idara Asuquo Effiong CV
| 2025
| 2025
| 2024
| 2024
| 2021
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