Joan Oghenefejiro Abomah

JOAN OGHENEFEJIRO ABOMAH Rivers State, Nigeria PROFESSIONAL SUMMARY Certified Administrative Virtual Assistant, Customer Support & IT Support Specialist | 4+ Years Helping founders, coaches, clinics, schools, and remote teams eliminate chaos, deliver 5-star client & guest experiences, and maintain seamless tech operations. Clients call me their “secret weapon.” I transform: Overflowing inboxes → Inbox Zero Chaotic calendars → flawless schedules Unanswered inquiries → delighted clients & 5-star reviews Glitchy tools → 99.9% uptime Stressed days → calm confidence SKILLS AND COMPETENCIES • Multi-Channel Customer Support & Ticket Resolution (Zendesk, Gorgias, Freshdesk, Intercom) • First-Contact Resolution & De-escalation • Complaint Handling & Refund Processing • Customer Retention & Upselling • CRM Data Accuracy & Ticket Management • SLA Adherence & Response Time Optimization • Actively Listening WORK EXPERIENCE Virtual Administrative Assistant & Customer Support Specialist Sunway Hotel Ogun State | January 2024 – December 2024 • Managed 150–300 daily customer inquiries via email, chat support, phone, and company websites achieving 98% first-contact resolution and 4.9/5 average customer satisfaction • Delivered warm, 5-star customer support: handled special requests, complaints, and escalations, converting 85% of negative situations into positive reviews • Processed payments, refunds, and invoicing; followed up on outstanding balances, recovering 95%+ of dues • Provided remote IT & tech support for staff and guests, resolving 90% of tickets in under 5 minutes • Maintained accurate guest database and reports in Google Sheets and hotel management software • Implemented automated reminder sequences reducing no-shows by 40% • Handle sensitive client data entry and CRM updates (HubSpot/Zoho) with 100% accuracy and strict confidentiality • Reduced cancellations and no-shows by 40% through proactive reminder systems and follow-up workflows • Create and maintain client records, reports, and dashboards in Google Workspace and internal systems PROFESSIONAL EXPERIENCE Administrative Assistant/Customer Support Specialist ST Michael’s Medical Diagnostics January 2025 – Present Administrative Assistant/Customer Service Representative Sunway Hotel Ogun State, Nigeria January 2024 – January 2025 Executive Support Specialist Ahiawko & Ahiawko Chamber Port Harcourt, Nigeria January 2022 – December 2023 Administrative Assistant/Customer Support Specialist E-minds International Academy January 2017 – May 2021 Public Relations & Communication Specialist (Volunteer) Equal Employer Inc Manchester United Kingdom October 2025 EDUCATION West African Examination Council (WAEC) 2014 TRAINING AND CERTIFICATIONS In-Demand IT Skills Training Digital Witch Support Community August – November 2025 Short-Term Rental and Virtual Assistant Skills Short-Term Rental Academy January - February 2025