Josephine Peters

No. 18, Akintunde Williams Street, Off New Oko Oba, Abule Egba, Lagos State-- JOSEPHINE PETERS VIRTUAL ASSISTANT/CUSTOMER SERVICE REPRESENTATIVE OBJECTIVE Dynamic and results-driven Virtual Assistant & Customer Service Specialist with a strong background in administrative support, client relations, and technical assistance. Skilled in managing schedules, coordinating projects, and providing responsive, high-quality customer service across digital platforms. Proficient in productivity and CRM tools such as Google Workspace, Microsoft Office Suite, Trello, Slack, and HubSpot, with a proven ability to streamline workflows and enhance customer satisfaction. Known for exceptional communication, multitasking, and problem-solving skills, I thrive in fast-paced environments that demand organization, precision, and professionalism. Dedicated to delivering efficient virtual and customer support that strengthens client relationships, drives business growth, and ensures seamless operations across teams and time zones. SKILLS & ABILITIES Problem Solving & Decision Making Effective Communication & Interpersonal Skills Technical Troubleshooting & IT Support Sales & Product Knowledge Team Collaboration & Adaptability Microsoft Office & Customer Relationship Tools Multitasking and Organizational Skills Customer Relationship Management (CRM) Administrative and Organizational Skills Technical Proficiency Time Management EXPERIENCE CUSTOMER SUPPORT SPECIALIST | DIGITAL WITCH IT SUPPORT, LAGOS O 🗓️ JUL 2024 – PRESENT ➢ Respond to and resolve customer inquiries and complaints using technological tools. ➢ Provide technical troubleshooting for critical customer issues via chat, email, and remote access. ➢ Ensure customer satisfaction and retention through prompt, professional support. ➢ Maintain accurate customer communication logs and follow-up reports. ➢ Train and guide new clients on using company software and digital platforms. ➢ Escalate complex issues to tier-2 support while maintaining seamless client communication. ➢ Develop standard operating procedures to improve response time and service consistency. ➢ Collaborate with the product team to report and resolve recurring software bugs. ➢ Analyze customer feedback data to identify areas for service improvement. RECEPTIONIST | FOURTH APARTMENT AND SUITE, LAGOS O 🗓️NOV 2023 – JUL 2024 ➢ Managed guest check-ins and check-outs efficiently while maintaining a friendly atmosphere. ➢ Maintained accurate booking records and handled client correspondence promptly. ➢ Ensured smooth front desk operations and resolved guest concerns courteously. ➢ Operated multi-line phone systems, managed inquiries, and coordinated reservations. ➢ Prepared daily occupancy reports and supported billing and payment processing. ➢ Collaborated with housekeeping and maintenance teams to ensure room readiness. ➢ Organized and managed guest files, ensuring compliance with data privacy standards. Page 2 ➢ Recommended hotel services and amenities, satisfaction scores by 15%. increasing guest SALES REPRESENTATIVE | AGOR HOMES, LAGOS O 🗓️ OCT 2022 – OCT 2023 ➢ Engaged potential clients to promote company products and services both in-person and online. ➢ Improved sales turnover through persuasive communication and indepth product knowledge. ➢ Collaborated with marketing and service teams to ensure customer satisfaction and retention. ➢ Conducted property tours and guided clients through purchasing processes. ➢ Generated and maintained client databases to support long-term relationships. ➢ Developed promotional materials and contributed to digital marketing campaigns. ➢ Negotiated sales deals and prepared invoices while adhering to company pricing policies. ➢ Achieved monthly sales targets consistently, earning recognition for top performance. CUSTOMER SERVICE REPRESENTATIVE ORGANIZATION, LAGOS | DOLPH O 🗓️ SEPT 2020 – JUL 2022 ➢ Handled customer inquiries professionalism and empathy. across multiple channels with ➢ Resolved client issues promptly, maintaining a 90% satisfaction rate. ➢ Supported sales and service processes to enhance customer loyalty and retention. ➢ Processed customer orders, returns, and refunds in a timely manner. ➢ Documented feedback and escalated recurring issues to management. ➢ Assisted in training new employees on service standards and communication procedures. ➢ Coordinated with logistics to ensure accurate delivery of goods and services. ➢ Promoted add-on services, increasing upsell conversion rates by 12%. Page 3 RECEPTIONIST | DOMINION RESORT HOTELS, LAGOS O 🗓️ MAY 2019 – JUL 2020 ➢ Welcomed guests and managed reservations effectively with professional courtesy. ➢ Addressed guest requests, ensuring a pleasant and organized hotel environment. ➢ Assisted management in coordinating administrative and support functions. ➢ Monitored front desk operations, cash handling, and pos transactions. ➢ Responded to telephone and email inquiries, ensuring prompt and accurate information. ➢ Handled daily room allocation and coordinated with cleaning teams for room readiness. ➢ Prepared shift reports, tracking occupancy, payments, and customer feedback. ➢ Supported event coordination for corporate and private bookings. EDUCATION B.SC. ACCOUNTING 📍 DELTA STATE UNIVERSITY, ABRAKA, DELTA STATE 🗓️ JAN 2013 – SEPT 2017 SENIOR SECONDARY CERTIFICATE EXAMINATION (SSCE) 📍 RAYMOND PRIVATE SECONDARY SCHOOL 🗓️ SEPT 2006 – AUG 2012 PRIMARY SCHOOL CERTIFICATE 📍 EVANGEL PRIMARY SCHOOL 🗓️ SEPT 1998 – AUG 2005 COMMUNICATION Page 4 Demonstrated strong verbal and written communication skills through daily client interactions, resolving inquiries, and providing technical support across email, chat, and phone channels. Delivered presentations and product demonstrations to clients, effectively conveying complex information in an understandable and persuasive manner. Maintained accurate and clear documentation of customer communications, feedback, and follow-ups to ensure seamless collaboration across teams. LEADERSHIP Trained and mentored new employees and clients on software usage, customer service protocols, and administrative processes. Collaborated with cross-functional teams, including product, marketing, and operations, to resolve issues and implement workflow improvements. Took initiative in developing standard operating procedures and identifying areas for service and operational enhancements. REFERENCES ON REQUEST! [Contact Information] Page 5