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JONAH IMOH GORDON Uyo, Akwa Ibom State, Nigeria | - | - |-|-| Linkedin PROFESSIONAL SUMMARY Trained VA with over 5 years of experience delivering administrative virtual assistance, customer support, and lead generation in fast-paced environments. Proficient in CRM tools (Zoho, HubSpot, Zendesk), workspace platforms (Slack, Trello, Google Suite), and email marketing (Mailchimp, Sendinblue), with a proven ability to enhance client satisfaction by 95% and streamline processes. Seeking roles as a Virtual Assistant, Customer Support Specialist, Cold Caller, Appointment Setter, or Lead Generator to drive client engagement and operational success. SKILLS AND COMPETENCIES • Virtual Assistance: Managed calendars and coordinated 20+ weekly meetings across time zones using Trello and Monday.com at Calaya Engineering, reducing scheduling conflicts by 15%. • Customer Support/Service: Resolved 90% of client inquiries within 24 hours via phone, email, and Zendesk at Digital Witch, achieving 95% customer satisfaction and increasing vendor preference from 30% to 60%. • Cold Calling & Lead Generation: Built a pipeline of 50+ monthly leads through cold calling and Mailchimp campaigns at Calaya Engineering, boosting engagement by 15% and achieving a 40% upsell rate at Selar. • Appointment Setting: Scheduled meetings and prepared briefing notes for 10+ staff at Calaya Engineering, improving preparation efficiency by 15% using ClickUp and Google Suite. • CRM Proficiency: Administered Zoho and HubSpot for client tracking and data entry at Digital Witch, reducing processing errors by 10% through rigorous verification. • Administrative Support: Streamlined document and tender management systems at Calaya Engineering, reducing retrieval time by 20% using Excel and custom digital forms. • Sales & Marketing: Executed email campaigns via Sendinblue at Selar, driving a 10% revenue increase through market research and targeted outreach. • Communication: Delivered clear presentations and client interactions at NTA, enhancing recording continuity by 10% through effective script preparation. • Process Optimisation: Implemented policy updates and workflow tools at Calaya Engineering, saving 10 hours weekly in administrative tasks. • Technical Tools: Utilised Microsoft Office (Excel, Word, PowerPoint) and Google Workspace at Calaya Engineering to maintain 100% record accuracy; automated social media tasks at Selar using Instagram and WhatsApp tools, increasing outreach efficiency by 12%. PROFESSIONAL EXPERIENCE Administrative Officer/Customer Service Representative Calaya Engineering Services Limited, Port Harcourt, Nigeria | January 2019 – Present Customer Service Representative Digital Witch, Nigeria | 4/ 2022 – 10/ 2023 Sales/Marketing Specialist Selar, Nigeria | 4/l 2020 – 2/ 2022 Lead Generation Agent Calaya Engineering Services Limited, Port Harcourt, Nigeria | 2/2018 – 2/2020 Secretary (NYSC) Calaya Engineering Services Limited, Port Harcourt, Nigeria | 1/ 2018 – 12/2018 Program Assistant (Internship) Nigerian Television Authority (NTA), Uyo, Akwa Ibom State, Nigeria | 7/ 2014 – 12/2014 EDUCATION Master of Science, Marketing University of Calabar, Nigeria Bachelor of Science, Mass Communication Igbinedion University, Okada, Edo State, Nigeria – 2017 Diploma in Mass Communication University of Uyo, Uyo, Akwa Ibom State, Nigeria – 2014 CERTIFICATIONS • Project Management, Pan African Institute | 2018 • Management and Leadership | 2018 • International Relations | 2018 • Microsoft Office Specialist, ICT Training Center | 2014 AWARDS • NYSC Award for Measurable Youth Empowerment and Inclusiveness, Rivers State | 2018