Iniobong Nwa

INIOBONG NWA - |-Web: https://github.com/Inny05 www.linkedin.com/in/iniobong-nwa-a Professional summary A detail oriented and resourceful Virtual Assistant with over 4 years of experience in delivering exceptional service and fostering client interactions with empathy and professionalism with the goal to increase customer satisfaction. Excel at self-management and skilled effective communication and a great team player, with a commitment to continuous learning and delivering exceptional service. Skills Zendesk, Hubspot, Salesforce Intercom, Freshdesk Google and Microsoft suite. Trello, Asana, Slack A team player with excellent communication skills (verbal and written) Robust knowledge of product and services. Effective time management and detail oriented. Knowledge base management Professional Experience Virtual assistant January, 2023- Present Green Seal- Nigeria Manage CRM systems and maintain client data. Manage team’s inbox and calendar. Respond to high volume of inquiries via chat, email or phone, providing effective and exceptional service. Plan and upload designs, newsletters, social mediacontent and adverts. Collaborate with partners and internal teams to efficiency resolve cases, plan programs , address recurring issues proactively, and escalate when needed, ensuring customer satisfaction for all users. Staying up-to-date with the company’s product, features and policy changes, while adhering to internal procedures and track relevant industry news and updates. Having in-depth knowledge of the product thereby, enhancing the diagnosis of technical issues, leading to a shorter response time, meeting SLAs, leading to an improvement in the overall user experience. Work flexible hours and shifts as required to meet customer support needs. Customer Service Officer April 2017 – December 2021 Baobab Group – Nigeria Provided expert guidance to customers on the installation and usage of the mobile application, resulting in a notable 20% increase in the retention rate. Guided and mentored over 10 trainees and interns, ensuring they were well-equipped to carry out their roles and tasks effectively. Followed-up on existing and potential clients via emails and calls and assisted in addressing customer complaints and resolving issues, ultimately leading to an impressive 50% increase in customer retention. Assisted in cross-selling products and services to new and existing clients, resulting in a 60% increase in the sale of the company’s products. Preparing and tracking invoices for all company’s products. Education Bachelor of Science: Biology Education (University of Lagos - Nigeria) 2015