Josephine Osamede

JOSEPHINE OKAIMA OSAMEDE Administrative Virtual Assistant | Customer Support Specialist Email | My EF SET Cert | Portfolio | linkedin Location: Nigeria (Open to Remote Roles) PROFESSIONAL SUMMARY specializing in end-to-end customer lifecycle management and CRM precision. Leveraging 5+ years of experience, excel at translating high-volume interactions into actionable data and detailed progress tracking. Dedicated to reducing churn through empathetic communication and efficient ticket handling, delivering a 20% average reduction in first-response time (FRT) without sacrificing quality. CORE SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Appointment Setting Email, Chat & Phone Support CRM Tools (Zendesk, Freshdesk, Intercom, HubSpot, gohighlevel) Ticket Management & Issue Resolution Confidential Data Handling Data Entry & Database Management Virtual Assistance & Administrative Support Calendar & Email Management Documentation & Reporting Process Improvement & Workflow Support Time Management & Multitasking Active Listener Attention to details RELEVANT PROFESSIONAL EXPERIENCE: Administrative Virtual Assistant:(Digital Witch IT Support)-Volunteer​ Jan 2025 - Present ​ ●​ Managed executive calendars and scheduled appointments across multiple time zones, ensuring zero scheduling conflicts and optimal time management. ●​ Overseas comprehensive email management, prioritizing urgent correspondence and maintaining a 24-hour response time for exceptional customer service. ●​ Executed precise data entry tasks and maintained centralized databases, ensuring the accuracy and organization of sensitive company information. ●​ Utilized virtual collaboration tools (such as Slack, Trello, and Zoom) to coordinate and communicate effectively with cross-functional teams. ●​ Acted as the primary point of contact for client inquiries, resolving issues with professionalism and efficiency. ●​ Facilitated smooth workflows by streamlining internal documentation and administrative procedures. ●​ Leveraged office software and online productivity tools (Google Workspace, Microsoft 365) to automate repetitive tasks. ●​ Demonstrated the ability to adapt to new technologies by quickly mastering proprietary CRM platforms and project management software. ●​ Proven ability to work independently in a remote environment while consistently meeting deadlines and project milestones. Customer Service Officer (Luckyfinds E-commerce Stores)-Full Time​ ​ March 2026 Dec 2025 - ●​ Achieved a 94% Customer Satisfaction (CSAT) score by providing advanced English (C1) support via email, live chat, and phone for a multinational consumer electronics client. ●​ Reduced average troubleshooting time by 30% by quickly mastering new hardware and software technologies and utilizing internal knowledge bases to resolve complex consumer electronics issues. ●​ Maintained a 100% remote uptime and reliability record by self-managing a dedicated workspace and ensuring technical compliance with high-speed internet and security requirements (Windows 11/2FA). ●​ Resolved 45+ daily E-commerce inquiries regarding order tracking, refunds, and product specifications by delivering calm, professional assistance during high-volume peak hours. ●​ Improved First Contact Resolution (FCR) by 20% by taking the initiative to research recurring technical bugs and providing proactive solutions to customers on social media and chat. ●​ Surpassed quality assurance (QA) targets by 15% during assisted training and nesting periods by rapidly applying feedback to improve troubleshooting accuracy and communication style. ●​ Successfully managed 3+ simultaneous live chat sessions while maintaining professional standards and an average response time of under 45 seconds. Career Break (Pregnancy & Childbirth)​ ​ ​ ​ ​ Jan 2024 - Nov 2025 During this period, I established and managed a dropshipping business.. I sourced products locally, designed sales pages, Design creatives, set-up Meta ads, manage orders through Google App Script embedded on checkout page, manage deliveries, calls and feedback. Data Entry Specialist (Kenloz Buildi-Mart Int'L Ltd)​ ​ ​ Sept 2023 - Dec 2023 ●​ Created and maintained spreadsheets and databases to track customer orders, sales figures, and financial records. ●​ Maintained 100% accuracy in operational records and reports as measured by audit checks by updating databases, logs, and digital filing systems, while reviewing data for errors or inconsistencies and supporting corrective actions. ●​ Ensured a high level of accuracy and confidentiality while handling sensitive business information. ●​ Improved data organization and reporting processes, contributing to an estimated 35% increase in revenue ●​ visibility and tracking efficiency. ●​ Maintained 100% confidentiality compliance by handling sensitive communications and executive documentation with discretion and professional integrity. Career Break (Nursing & Bereavement)​ ​ ​ ​ ​ April 2021 – Aug 2023 My mum being the only parent i had left, fell very ill with stroke paralysis and i being her first and only daughter and financially incapacitated, had to personally nurse her but she eventually passed on. During this period, I was developing myself in wordpress web designing, social media management and graphic designs and was offering it as a service then. Customer Service Representative (Access Bank Plc) ​ ​ Aug 2017 – March 2021 ●​ Responded to customer inquiries and complaints via phone and in-person channels in line with standard operating procedures. ●​ Provided accurate information on banking products and services, improving customer understanding and trust. ●​ Delivered personalized customer support and resolved basic account issues promptly to enhance customer satisfaction. ●​ Maintained detailed records of customer interactions and escalated complex issues when necessary. ●​ Consistently demonstrated professionalism, confidentiality, and strong communication skills. CERTIFICATIONS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Digital Witch IT Support Academy​ ​ ​ Asana Workflow Specialist Certificate by Asana​​ Freshdesk Expert Certificate by Feshworks ​ ​ Customer Experience Foundation by Linkedln ​ ​ Customer Problem Solving and Troubleshooting ​ Effective Communication: Active Listening ​ ​ Diploma in Data Entry by AccountingHub ​ ​ The Fundamentals of Digital Marketing ​​ ​ AML/CFT by Diamond Academy ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ - ​ ​ ​ 2017 – 2020 Higher National Diploma (HND) – Banking & Finance ​ ​ ​ ​ 2016 – 2019 EDUCATION Bachelor’s Degree in Economics ​ ​ ​ ​ Bestower International University, Cotonou, Benin Republic Lagos State Polytechnic, Nigeria ADDITIONAL INFORMATION ●​ Open to remote roles ●​ Comfortable working across time zones ●​ Strong learning mindset and adaptability to new tools and systems ●​ Open to Volunteer role.