ISABELLA
UGWUANYI
PROFESSIONAL SUMMARY
CONTACT
Hardworking and reliable customer support expert focused on going above
and beyond to support the team and ser ve customers. Trained in team
performance on customer ser vice and SLA deliver y. I offer top-notch
customer and administrative support. Motivated to continue to learn and
grow as a customer success professional.
#1B, ROAD 1 KUDORO
MODEL ESTATE, ISHERIMAGODO,, MAGODO,
LAGOS--
EXPERIENCE
Nick Young Tractor Parts Limited, Market Rasen , England, Nov 2022 Current
Virtual Executive A ssistant
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Processed Word documents and created spreadsheets for data analysis.
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Organized computer files, sensitive documents, and home office supplies.
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Kept executive team productive and on schedule by coordinating
appointments and skillfully responding to routine inquiries.
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Interpreted administrative policies and procedures to help inform
employees.
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Opened, sorted, and distributed incoming mail and electronic
correspondence.
Maintain accurate and error-free data.
Implemented new office procedures to increase productivity and improve
workflow.
Managed easy-to-use filing systems by quickly storing and retrieving
business records.
Brand Marketing Authority, Virginia, USA, Oct 2020 - Feb 2023
Customer Service Representative
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Resolved customer inquiries, complaints, and issues providing insightful
solutions.
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Offered products and ser vices to meet customers' needs and goals.
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Issued refunds, merchandise exchanges, and price adjustments in
compliance with company policies.
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Resolved product and ser vice issues promptly.
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Returned customer calls and responded to inquiries and complaints.
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Addressed customer concerns and complaints and resolve issues promptly.
Relayed new and relevant information to customers and followed up on
promises.
Navigated multiple systems to identify the source of the issue.
Provided solutions, recommendations, and replacements with empathy and
positive feedback .
Communicated with clients over the phone, email, and chat platforms.
Built strong knowledge of product lines to assist customers in selecting
products.
Helped team performance by training and mentoring new employees.
Researched assistance requested and offered accurate information to
resolve issues and respond to inquiries.
Neutops Mentalhealth, London , United Kingdom, Aug 2021 - Oct 2022
SKILLS
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PROBLEM RESOLUTION
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ADMINISTRATIVE SUPPORT
CUSTOMER SERVICE
INTERPERSONAL
COMMUNICATION
CHAT SUPPORT
CRISIS RESOLUTION
EMAIL SUPPORT
CLICKUP
SLACK
TRELLO
EMPATHY
SELF-CONTROL
MULTITASKING
Customer Support/ Social Media Manager
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A ssisted customers with product and ser vice problems and inquiries via
social media platforms.
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Handled crisis communications with well-organized plans, excellent media
relations, and a smooth approach to controlling narrative.
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Developed content focused on increasing both brand engagement and
revenue.
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Commented, liked, and shared posts to increase visibility and engagement
on various social platforms.
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Supported customers through email and chat platforms.
Created and maintained social media postings and email calendars.
Utilized Buffer to schedule and monitor posts across different social media
platforms
Carecourt Health services, Ikeja, Lagos, Jan 2020 - Apr 2021
Customer Care Administrator
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Collected data on performance feedback, analyzing trends to design future
policy and operating procedure improvements.
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Liaised with structural analogs at other locations to collaboratively design
customer outreach programs.
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Reached out to customers with open tickets to check on issues and help
facilitate resolutions.
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Developed team members to continuously improve customer experiences.
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Tracked customer data and compiled reports to help senior managers make
effective customer ser vice plans.
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Managed challenges between customers, staff, and managers to
consistently meet ser vice objectives.
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Kept updated on available products, ser vices, and promotions.
Leveraged customer relations, administrative and leadership expertise to
take ownership of end-to-end customer experience.
National A ssembly (NASS), Abuja, FCT, Jun 2011 - Nov 2013
Administrative A ssistant
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Handled sensitive and business confidential information following proper
procedures.
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Answered incoming calls and directed messages to correct party.
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Photocopied, faxed and scanned office correspondence.
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Organized computer files, sensitive documents and home office supplies.
Processed correspondence, documents and reports to support clerical
staff.
Handled general office tasks, independently completing variety of basic
and routine clerical and secretarial work .
Organized material for meetings, presentations and training sessions.
Researched information and developed related documents and reports.
Coordinated travel arrangements for senior leadership and staff.
Prepared miscellaneous letters, memorandums and emails.
Set up and maintained filing systems and basic databases.
EDUCATION
Februar y 2010
Bachelor of Science
Public Administration and Local Government
University of Nigeria Nsukka, Nsukka, Enugu, Nigeria
Februar y 2010
Certificate on Computer Applications
Afrihub Nigeria Limited, Nsukka, Enugu
LANGUAGES
English
Fluent
