Joanna

Ogidan joanna     Ikeja, Lagos state- –-‑ Professional Summary I'm a seasoned Customer Support Specialist who's passionate about helping people and solving problems with a smile. With years of experience across various industries, I’ve mastered the art of calming Irate customers with empathy and professionalism, turning tough situations into opportunities to build trust and loyalty. Whether it’s answering questions via email, phone, or live chat, I’m all about clear communication and quick resolutions. I’m proficient with various CRM tools, keeping detailed records, and staying organized even when things get hectic. I know when to escalate complex issues and I thrive in fast-paced, remote settings. As a collaborative team player, I’m dedicated to making every customer interaction a positive one. Skills • Time Management • Calendar Management • Email Management • Task Prioritization • Professional Communication Etiquette • Appointment Scheduling • Customer Retention • Active Listening • Client Relationship Management • Team Collaboration and Independent Work • Workflow Automation • Conflict resolution • Customer De-escalation • Problem-Solving and Critical Thinking • Confidentiality and Discretion • CRM Software Proficiency • Administrative Support • Data Entry and Record Keeping • Initiative and proactiveness • Microsoft office suite and Google workspace • Time Management • Calendar Management • Email Management • Task Prioritization • Communication Skills • Social Media Strategy • Content Creation • Digital Marketing • Lead Generation • Client Relationship Management • Project Coordination • Research and Data Analysis • Event Planning and Coordination • Problem-Solving • Confidentiality and Discretion • CRM Software Proficiency • Brand Management • Administrative Support • Document Management • Customer Service & Relations Work History 01/2025 till Present Virtual Assistant and Customer Support Specialist Digital Witch Support Community • Managed executive calendars and scheduled meetings using tools like Calendly, Google Calendar and PickTime. • Delivered prompt and empathetic customer support via Freshdesk and Zendesk, resolving tickets and inquiries with a focus on satisfaction and retention. • Set up and optimized email outreach campaigns using tools like Apollo and Hubspot, supporting lead generation and nurturing workflows. • Maintained inboxes and handled correspondence for busy professionals, reducing clutter and improving response rates. • Assisted in organizing and tracking projects on Trello and Asana, ensuring deadlines were met and deliverables were completed. • Automated repetitive workflows using CRM and task management tools, increasing efficiency and reducing manual tasks. • Built and maintained lead databases, qualified prospects, and supported client acquisition strategies. 10/2023 to 12/2024 Customer Service Executive Courier Plus Services • Tracked and provided real-time updates on shipments, reducing customer follow-ups and improving satisfaction. • Resolved delivery issues quickly by working with dispatch and operations. Kept resolution rate above 95% • Maintained clear and consistent communication with clients via phone, email, and CRM tools. • Helped streamline support processes, cutting average response time by 30%. • Ensured shipment documentation was accurate and compliant, minimizing delays. Education 2023 Bachelor of Science: Business Administration Olabisi Onabanjo University – Ago iwoye, Ogun State Certifications • · On-demand Digital Skills -Digital witch IT Support Team - January 2025