Ike Bada Olicks

 Ikeoluwa Bada-Olicks EXECUTIVE VIRTUAL ASSISTANT PROFESSIONAL SUMMARY Proactive professional who optimizes operations through efficient administrative practices and delivers superior customer experiences. Expert in prioritization and safeguarding company confidentiality, ensuring smooth and secure workflows. SKILLS -Time Management -Detailed Oriented -Servant Leader -Cross functional Collaboration -Excellent Communication Skills - Proficient in CRM software - Zendesk, Hubspot -Proficient in MS Office Suite,Google work space,Zoom,Teams -Proficient in Project Management Software -Notion, Asana, Trello, Slack, Jira, Confluence EXPERIENCE FINBERS GROUP (REMOTE) OCT 2022 – APR 2025 SCRUM MASTER / PROJECT MANAGER -Scrum & Team Facilitation: Facilitated Scrum ceremonies, including Sprint Planning and Retrospectives, to ensure adherence to the framework and drive continuous improvement. -Impediment Removal: Proactively identified and removed blockers, resulting in a 95% on-time completion rate for sprint goals. -Product Ownership: Defined product vision and prioritized backlogs, which helped improve stakeholder alignment by 30% and ensured the development team was focused on the most critical business priorities. -Workflow Automation: Improved team communication and efficiency by 20% by leveraging tools like Confluence and Jira to automate workflows and create transparent processes. -Team Coaching & Conflict Resolution: Guided teams to become self-organizing and empowered, while effectively resolving conflicts to maintain a collaborative and transparent environment. HK ENTERPRISE (REMOTE/CONTRACT) AUG - SEPT 2022 CALENDAR MANAGEMENT AND CLERICAL DUTIES -Optimized the CEO's calendar, resolving 100% of potential scheduling conflicts and creating a daily feasible schedule. -Reduced scheduling errors by 90% by establishing and enforcing clear scheduling guidelines. -Proactively managed schedules for an average of five team members, identifying and resolving approximately three potential conflicts per week to maintain efficiency. -Successfully managed 100% of meeting arrangements, including room booking, invitations, and RSVPs. -Conducted research and prepared briefing materials for high-level meetings, ensuring all participants were well-informed.Created, formatted, and edited over five documents weekly. Managed all confidential information with strict discretion, ensuring secure and reliable handling of sensitive data. CYNOSURE (REMOTE/CONTRACT) AUG 2022 BOOKKEEPING, DATA ENTRY AND LEAD GENERATION -Managed core financial tasks including accounts payable/receivable, payroll, bank reconciliations, and budget tracking. -Processed invoices, payments, and financial statements, while ensuring all daily transactions were accurately recorded. -Spearheaded lead generation task by identifying and gathering information on potential leads. Also assisted in email outreach campaigns. -Maintained a high accuracy rate in data entry from various sources. HKPETMART (REMOTE/CONTRACT) MAY 2022 - JULY 2022 CUSTOMER SUPPORT -Resolved an average of 15+ daily customer inquiries across phone, email, live chat, and social media. -Diagnosed and provided solutions for over 90% of issues, escalating complex cases to the appropriate teams. Maintained 100% up-to-date knowledge on all product features and utilized an average of four software systems (including CRMs) to manage and document all customer interactions. -Contributed to improved customer satisfaction by consistently providing positive and efficient support while adhering to communication standards. IKEJA ELECTRIC JAN 2021- MAY 2022 CUSTOMER SERVICE & OPERATION LEADERSHIP -First Call Resolution: Achieved a 90% first-call resolution rate by attentively listening to customer needs and providing accurate product and service information. -Complaint Management: Resolved customer complaints calmly and effectively, maintaining a high satisfaction rate. Successfully escalated complex issues and ensured timely follow-up, reducing resolution time by an estimated 25%. -scheduling conflicts.Team Collaboration: Proactively supported team members in resolving issues and collaborated with other departments to streamline operations, fostering a more cohesive work environment. -Promotion to Team Lead: The combination of empathy, emotional intelligence, and effective problem-solving skills resulted in consistently positive customer feedback, earning a promotion to Team Lead. EDUCATION OLABISI ONABANJO UNIVERSITY 2008 PHILOSOPHY