PERPETUAL IHESIABA
Customer Service Representative | Virtual Assistant | Operations Support
PROFESSIONAL SUMMARY
Resourceful Customer Service & Virtual Assistant professional with 3+ years of experience supporting
executives, managing customer inquiries, organizing operations, and improving workflow efficiency.
Skilled in handling high-volume communication across phone, chat, and email while maintaining 95%+
satisfaction ratings. Strong at multitasking, scheduling, CRM management, inbox organization, and
delivering fast, empathetic support. Known for reducing response times, increasing appointment
show-up rates, and keeping teams organized with clear systems and SOPs.
CORE SKILLS
• Customer Support (Phone, Chat, Email)
• Virtual Assistance & Admin Support
• Calendar & Schedule Management
• CRM Tools (HubSpot, Zoho, Zendesk, Trello, ClickUp, Notion)
• Lead Management & Follow-up
• Technical Troubleshooting
• Inbox Management (Zero-Inbox System)
• Data Entry & Documentation
• Appointment Setting & Confirmation
• SOP Execution & Workflow Optimization
• Problem-Solving & Conflict Resolution
• Fast Typing, Clear Communication, High Attention to Detail
PROFESSIONAL EXPERIENCE
Customer Service Representative & Virtual Assistant (Remote | 2022 – Present)
• Responded to 50+ daily inquiries across chat, email, and phone while achieving a 95% customer
satisfaction score.
• Managed calendars, travel planning, inbox organization, and follow-up communication.
• Increased appointment show-up rates by 20% through proactive reminders and structured follow-up
systems.
• Reduced unresolved tickets by 15% by identifying repetition patterns and reporting them to product
teams.
• Maintained CRM databases, documented client interactions, and ensured no leads or tasks fell
through the cracks.
• Supported onboarding and maintained internal SOPs for process consistency.
• Collaborated with cross-functional teams to resolve issues and ensure smooth customer journeys.
Customer Experience & Operations Support Assistant (Remote | 2021 – 2022)
• Managed incoming customer messages and provided accurate product information.
• Coordinated schedules between clients, customers, and internal teams using Slack and CRM tools.
• Processed orders, refunds, and account updates while maintaining accurate records.
• Performed admin tasks including data entry, document creation, and spreadsheet updates.
• Improved response time by 40% through optimized inbox categorization and workflow improvements.
TECHNICAL SKILLS
• CRM & Helpdesk: HubSpot, Zendesk, Zoho, Intercom, Freshdesk
• Productivity Tools: Google Workspace, Microsoft Office, Notion, Slack
• Project Management: Trello, ClickUp, Asana
• Communication Tools: Zoom, Google Meet, JustCall
• Technical Tasks: Email setup, DNS/hosting adjustments, troubleshooting
EDUCATION & CERTIFICATIONS
• Certificate – Remote Work Cyber Security (NexoraDigital)
• Google Workspace Professional Training
• Customer Service & Virtual Assistant Skills Training
• In-progress – Google Project Management Certification
ADDITIONAL INFORMATION
• Fast learner, proactive, and comfortable with structured SOPs
• Strong communication and high attention to detail
• Experience supporting teams across US, UK, and EMEA time zones
