BENEDICTA IFUNANYA
Enugu, Enugu State- --
Results-driven executive assistant with over nine years of experience providing top-tier
administrative support and exceptional customer service. Demonstrated expertise in managing
executive calendars, coordinating high-level meetings, and handling confidential information with
utmost discretion. Proficient in resolving customer issues, maintaining detailed interaction records,
and delivering outstanding support. Skilled in communication, with a strong dedication to
enhancing operational efficiency and contributing to overall company success.
SKILLS
Customer Service: Attending to Customers,
Project Management
Customer Service, Communication.
Technical Proficiency: CRM Tools (Trello,
Research: Internet Research, Travel Research & Asana), Google Workspace, Microsoft Excel.
Booking.
WORK HISTORY
2018 - 2023
Executive Assistant
Presto Mart NG.
● Calendar Management: Optimized executive calendar by implementing a digital
scheduling system, reducing scheduling conflicts by 40% and improving productivity and
organization in daily executive operations.
● Logistics Management: Managed logistics for 100+ high-stakes meetings and conferences,
ensuring seamless communication and resource allocation, which resulted in a 30% increase
in actionable outcomes and enhanced stakeholder engagement.
● Report and Presentation Creation: Authored and distributed over 200 comprehensive
reports, presentations, and materials with 99.9% accuracy, consistently receiving praise from
senior management.
● Document Confidentiality: Safeguarded sensitive documents with a 100% confidentiality
record, adhering to strict protocols to ensure security and compliance.
● Travel Coordination: Coordinated travel arrangements for executives and guests,
delivering efficient and stress-free experiences and earning commendations for exceptional
service.
● Research and Analysis: Conducted thorough research and compiled detailed reports on
industry trends and company operations, providing actionable insights that informed
strategic decisions and contributed to business growth.
2015 - 2018
Customer Support Executive
Theora's Hair
● Resolved customer issues by providing support within established guidelines and policies,
achieving a 90% first-call resolution rate and reducing customer complaints by 25%.
● Managed inbound and outbound calls, delivering detailed product information and
addressing inquiries promptly, with an average handle time of 5 minutes.
● Maintained comprehensive records of customer interactions, accurately documenting
issues and resolutions for future reference and quality assurance.
● Analyzed customer feedback from over 2,000 surveys and social media platforms,
identifying pain points and optimizing product features, resulting in a 25% increase in
customer retention and a 15% boost in sales revenue.
● Enhanced Product Development: Utilized feedback from over 300 clients to inform
product development, resulting in a 15% boost in customer retention within 12 months.
● Vendor Coordination and Delivery Management: Orchestrated logistics with 15+ vendors
to create dependable delivery schedules, attaining a 99% on-time rate and boosting customer
satisfaction by 25%.
● Vendor Relationship Management: Fostered and strengthened relationships with vendors,
optimizing communication processes to support a consistent 99% on-time delivery rate and
improve the overall customer experience.
EDUCATION
2018
Bachelor of Science: Library and Information Science
University of Nigeria, Nsukka - Nsukka, Enugu State, Nigeria
CERTIFICATIONS
● Digital Witch - IT Support Skills
● Alx Africa - Virtual assistance.
● WT Women Techsters - Data analysis
LinkedIn
● Serving Customers Through Chat and Test 2018
● Writing Customer Service Emails.
● Problem-solving and Troubleshooting (2018).
