Joy Chiwendu Ihejimba

PROFESSIONAL SUMMARY CHIWENDU JOY IHEJIMBA CONTACT- linkedin.com/in/chiwenduokwuolisa- EDUCATION July 2022 - Sep 2022 ALX Africa Virtual Assistant May 2023 - January 2024 ALX Africa Certified Salesforce Administrator Certified Salesforce Associate SKILLS Active Listening Effective Communication Critical Thinking Teamwork Leadership Time Management Negotiation Customer Relationship Travel Arrangements LANGUAGE English (Fluent) French (Intermediate) Dynamic and results-oriented Virtual Assistant with expertise in customer service and executive support. Proficient in managing schedules, handling client inquiries, and optimizing administrative workflows. Skilled in social media management, CRM platforms including Salesforce, and project coordination. Adept at building strong client relationships, resolving issues with empathy, and supporting datadriven marketing strategies. Well-versed in Microsoft Office, Google Workspace, and project management tools like Asana and Trello. A proactive problem-solver with exceptional communication skills, dedicated to delivering high-quality support in fast-paced environments. EXPERIENCE SHINE ENTERPRISE Customer Service Support / Virtual Assistant December 2024 January 2021- Managed executive calendars, scheduled meetings, and coordinated appointments, reducing scheduling conflicts by 40% and ensuring seamless time management. Handled high-volume email correspondence, prioritizing urgent requests and responding promptly, maintaining a 98% inbox zero rate. Utilized Microsoft Office and Google Workspace to draft reports, prepare presentations, and manage documents with 100% accuracy. Organized virtual meetings via Zoom and Google Meet, sending invitations, preparing agendas, and recording minutes for streamlined follow-ups. Leveraged project management tools like Asana and Trello to track tasks, assign priorities, and monitor deadlines, boosting team productivity by 25%. Conducted online research to gather data for reports, business proposals, and market analysis, supporting informed decision-making processes. Managed cloud-based file storage systems, ensuring secure, organized access to company documents and reducing retrieval time by 35%. Created and maintained spreadsheets for budget tracking, expense reporting, and performance metrics, ensuring financial accuracy. Automated routine administrative tasks using tools like Google Sheets by enhancing operational efficiency by 20%. Provided technical support for remote teams by troubleshooting basic IT issues and coordinating with service providers for swift resolutions. Developed process documentation and training materials to streamline virtual workflows and onboard new remote team members effectively. Adapted quickly to evolving tasks and priorities, demonstrating self-motivation and independent problem-solving in a remote work environment. JUMIA NIGERIA Customer Service Representative. June 2017 - Dec 2020 Delivered exceptional customer support across multiple channels phone, email, and live chat, effectively resolving an average of 50+ daily inquiries with professionalism and empathy. Applied active listening and empathy-driven communication skills to understand and address customer needs, contributing to a 25% increase in customer satisfaction scores (CSAT). Utilized CRM software such as Zendesk and Freshdesk to accurately document customer interactions, update records, and streamline ticket resolutions, reducing response time by 30%. Proactively identified and resolved customer issues, from order tracking to returns processing, maintaining a 98% issue resolution rate within first contact. Managed high-pressure situations with patience and composure, successfully de-escalating challenging customer interactions and preserving brand reputation. Adapted quickly to evolving company policies and product updates, ensuring consistent and informed customer communication. Balanced multiple tasks efficiently, handling high volumes of inquiries while maintaining a 0% backlog rate and meeting daily performance targets. Analyzed customer feedback and reported trends to management, assisting in the development of improved service strategies and contributing to a 15% reduction in recurring issues. Collaborated with internal teams logistics, sales, and tech support to provide seamless solutions and enhance customer experience. Leveraged technical expertise in CRM tools and customer support platforms to automate workflows and increase team productivity by 20% BANTABAN Febuary 2015 - May 2017 Social Media and Marketing Support Strategically planned, scheduled, and managed daily social media posts, ensuring consistent brand messaging and driving a 20% rise in post reach. Fostered an interactive online community by responding to comments and messages, resulting in a 50% increase in follower interactions. Assisted in the planning, execution, and monitoring of digital marketing campaigns, contributing to a 15% growth in website traffic. Tracked and analyzed key performance metrics using analytics tools, providing actionable insights that optimized content strategies and boosted conversions by 25%. Researched industry trends, platform updates, and competitor strategies, keeping Bantaban’s content aligned with best practices and securing a competitive edge. Collaborated with cross-functional teams to align social media efforts with broader marketing objectives, supporting overall brand growth and visibility.. NESTLE January 2014 - January 2015 Administrative Support Managed daily office operations, including scheduling meetings, organizing calendars, and coordinating travel arrangements, ensuring seamless workflow and increasing executive time efficiency by 30%. Prepared, reviewed, and distributed internal and external communications emails, reports, and presentations using Microsoft Office Suite and Google Workspace, maintaining 100% accuracy and professionalism. Maintained and updated company records, databases, and filing systems, improving data accessibility and reducing retrieval time by 30%. Provided high-level support to senior management by handling confidential information, drafting correspondence, and preparing data-driven reports for strategic decision-making. Streamlined office procedures by implementing digital tools and automated processes, boosting administrative efficiency by 25% and reducing manual errors. Coordinated and supported company events, meetings, and workshops by managing logistics, drafting detailed agendas, and recording accurate minutes, contributing to a 20% increase in event participation. Monitored office supplies and inventory, negotiating with vendors to cut costs and maintain optimal stock levels, reducing operational expenses by 18%. Assisted in budget preparation, expense tracking, and financial reporting, ensuring accuracy and alignment with Nestlé's financial goals. Researched industry trends and best practices, recommending process improvements that enhanced office productivity and interdepartmental collaboration. Collaborated with cross-functional teams and used CRM tools to track client interactions, supporting sales efforts and ensuring timely follow-ups, contributing to a 15% increase in client retention rates.