Jennifer Otanwa

OTANWA JENNIFER Abuja, Nigeria-- PROFESSIONAL SUMMARY Dynamic, dedicated and diligent virtual assistant with over four years of experience in telemarketing cutting across lead generation, appointment setting, cold calling, email management and customer service. My career is marked with a consistent approach to enhance client satisfaction and streamline operations. With a proven ability to improve service efficiency, I am committed to using my skills in enhancing sales, support, boosting performance, and maintaining clear professional communication that promotes organizational growth and development. SKILLS                   Virtual Assistance & It Support Calendar Management & Appointment Setting & Scheduling Executive/Administrative Support & Task Management Social Media Management Good Phone Etiquette Lead Generation Cold Calling Email Management, Campaign & Automation Data Entry & Documentation Micro Soft Office & Google Suite Proficiency (docs, sheets and slides) Experience With CRM, Online Communication & Collaboration Tools (HubSpot, Salesforce, Zendesk, Slack, Asana, Click-Up, Trello, Google Workspace) Strong Communication, Organization & Intrapersonal Skills Strong typing skill Time Management Attention To Details Teamwork And Collaboration Customer Service & Client Relationship Management. Ability to Work Independently, Good Adaptability and Flexibility PROFESSIONAL EXPERIENCE Customer Service Representative Power Suite Tech, Abuja May 2023-Present  Manage over 30 customers daily, timely response to product and service inquiries and improving customer satisfaction.  Manage accounts and customer databases and ensure the account is updated in due time therefore reducing data discrepancy by 20%.      Track customer ticket, order placement payment and transactions, and coordinate timely deliveries. Route and customer issues to the appropriate department and collaborate with other departments relevant to track complaint resolution thereby decreasing unresolved escalated complaint by 10% weekly. Provide a high level of personalized service in calls, chat, emails and messages, enhancing customer satisfaction and loyalty. Carried out time to time data enrichment on contacts and companies, always ensured 100% data accuracy. email correspondence to ensure prompt response, Generated at least 50 verified emails daily. ensured updated contact leading to a 40% decrease in unverified emails while sending cold emails. Virtual Assistant, executive assistant to CEO, OL-EVE Chambers Abuja April 2022-APRIL 2023        Managed and organized meeting schedules virtually and onsite, across multiple platforms and time zones. Drafted meeting correspondence, reports, presentation and emails to ensure prompt response, decreased data lost by at least 50% Drafted, proofread and scheduled professional emails for outreach, follow up, and engagement. Managed digital filing and data across google drive, Dropbox and kept them organized Segmented email listing and personalized messages for automated campaigns, Scheduled appointments and ensured smooth transfer of leads to sales team. Monitored campaigns performances, open rates and conversation matric. Ensured proper onboarding process for new colleagues and clients. Telemarketer, lead Generation Voice Of Zoe International, Abuja April 2021-November 2021      Generated at least 100 quality leads per week using Apollo.io, Lem list etc., verify emails and ensure updated contact leading to a 40% decrease in unverified emails while sending cold emails. initiated outbound calls to prospects, maintained conversation, increasing conversation rate. Maintain structural database and track interaction across CRM. Scheduled appointments and ensured smooth transfer of leads to customers, supporting sales team leading to 50% increase in productivity and time management while saving cost and optimizing pipeline. Followed up warm leads by setting up email campaigns, messages, and newsletters. RECEPTIONIST Best Premier Hotel, Abuja April 2019-November 2019    Served as the first contact for guest, salutation and compliments. Managed customer inquiries, complaints and relationship across CRM. Confirmed and book appointment, reservation, check-in/check-out on all booking platform e.g. booking.com app, whats app, Facebook, Instagram etc. and keeping detail record on the company’s record platform.     Provide Chat support. Managed Data entry and report writing Handled phone calls, messages, and emails also managed other communication platforms. Assisted and collaborated with admin to monitor customer satisfaction and feedback. EDUCATION  University Of Abuja TRAINING AND CERTIFICATION Digital Witch Support Community  In-demand It Support Training-October2024