Joy Chizoba Onumaegbu

JOY CHIZOBA ONUMAEGBU Customer Support | Virtual Assistant Professional Summary Dedicated and detail-oriented professional with a strong background in customer service, virtual assistance, and operational efficiency. Experienced in using CRM platforms like HubSpot, Zendesk, and CustomerFactor to streamline customer interactions and improve satisfaction rates. Skilled in remote task management, scheduling, and proactive support, consistently helping businesses build lasting client relationships. With a keen eye for data analysis and trend identification, I thrive on finding ways to improve workflows and enhance efficiency. I enjoy collaborating across teams in virtual settings, ensuring seamless communication and compliance with industry standards. Known for my reliability, accountability, and problem-solving mindset, I take pride in delivering highquality work that drives business success. CORE SKILLS AND COMPETENCIES Administrative & Office Support: • Customer Service & Support Excellence • Client Communication & Relationship Building • Email Management • Appointment Setting and Scheduling (Calendly, Acuity) • Administrative & Executive Support • Data Management & Analysis • Presentation Creation & Email Management • Spreadsheet Management & Data Visualization • Performance Metrics Tracking • Virtual Meeting Coordination & Team Collaboration (Slack, Zoom, Microsoft Suite, Google Suite) • Legal Research & Case Law, Analysis (Westlaw, LexisNexis) • Technology & Tools: • Project Management (Trello, Wrike, ClickUp, Microsoft Project, Asana) • CRM & Ticket Management (HubSpot, Zendesk, Intercom, Freshdesk, CustomerFactor, ConnectTeam) • Bookkeeping (QuickBooks) • Social Media Strategy & Campaign Management (Canva, Adobe Spark, Social Media Business Suites) • Email Campaign Development (Mailchimp, Apollo.io, Lemlist) • Lead Generation & Data Entry (Datascrabbers, Wisetime) 1 PROFESSIONAL EXPERIENCE: Virtual Assistant Purpose Driven Network | Monica Hurd | Remote Contract | Bronx, New York | January 2025 – July 2025 Key Responsibilities:         Managed and organized Monica Hurd’s Gmail inbox to streamline communication, ensuring timely responses and improved workflow. Scheduled and published social media content using Meta Business Suite, boosting audience engagement and promoting key events. Utilized Connecteam to manage tasks, team communications, and daily work coordination. Assisted in drafting and submitting grant proposals to support funding opportunities and program expansion initiatives. Generated leads and conducted outreach campaigns for volunteer recruitment and donor engagement. Composed and sent partnership requests for gift card donations from local businesses and potential sponsors. Maintained a well-structured digital filing system on Google Drive to enable seamless access and collaboration. Used and managed the organization’s Wix website, updating content and ensuring the site remained current and aligned with branding goals. Remote Sales Representative – AI Virtual Receptionist MyNina.Ai | Remote Contract | Florida USA | July 2024 – January 2025 Key Responsibilities:  Led outbound sales campaigns targeting small to mid-sized businesses, promoting AI-powered virtual receptionist services across multiple industries.  Executed cold-calling strategies that generated a consistent 22% monthly lead conversion rate, while managing a pipeline of 100+ prospects via CRM systems.  Conducted detailed client needs assessments and delivered tailored sales presentations and product demos, showcasing the value of AI solutions for business communication.  Negotiated contracts and successfully closed deals, consistently exceeding monthly sales quotas and revenue goals. 2  Maintained and strengthened client relationships through proactive account management, personalized follow-ups, and responsive customer service. Collaborated with marketing and product teams to provide client feedback that shaped service improvements and feature enhancements. Tracked all sales activities and communications within the CRM, ensuring upto-date records and effective follow-up strategies. Participated in weekly strategy meetings, sharing market insights and contributing to ongoing sales optimization. Conducted market research to identify emerging business opportunities and refine target outreach. Stayed current on trends in AI technology and virtual communication to enhance solution knowledge and client engagement.      Virtual Assistant NorthBridge Creatives | Digital Marketing & Creative Services | Los Angeles, CA (Remote) | October 2023 – June 2024 Key Responsibilities:  Provided day-to-day administrative support to the NorthBridge team, managing inboxes, calendars, and internal communications across multiple client accounts. Scheduled social media posts and email campaigns using Meta Business Suite, Mailchimp, and Lemlist, ensuring timely content delivery. Created branded content assets, flyers, and social graphics in Canva and assisted with blog formatting in WordPress. Assisted in CRM setup and outreach processes via HubSpot and Apollo.io, generating leads and maintaining pipeline updates. Conducted online research, compiled reports, and supported campaign development for client projects in wellness, real estate, and creative niches. Used ClickUp and Google Workspace to track tasks, organize documentation, and collaborate with remote team members. Managed client onboarding materials, intake forms, and recurring meeting prep for creative strategy calls.       Customer Support Agent BrightPath Wellness Solutions | Health & Wellness Services | Austin, TX (Remote) | January 2023 – December 2023 Key Responsibilities:  Provided compassionate and efficient customer support to over 75 wellness clients daily across email, phone, and live chat channels. 3        Used Zendesk and Freshdesk to manage support tickets, maintain case logs, and ensure consistent follow-up and resolution. Achieved a 96% first-contact resolution rate and maintained a 98% customer satisfaction score through timely, solution-driven service. Educated customers on wellness programs, subscription plans, and scheduling, helping to reduce support-related cancellations by 20%. Collaborated with billing and fulfillment teams to resolve payment disputes, shipping delays, and account updates. Documented recurring customer concerns, helping the team implement FAQ and self-service improvements using Notion and Google Docs. Participated in weekly customer support reviews, offering insights to improve scripts, workflows, and support standards. Used Slack and Zoom to coordinate with internal departments and escalate customer issues when necessary. Executive Assistant Harper & Bloom Strategies | Emily Harper | Consulting & Personal Development | Atlanta, GA (Remote) | June 2022 – December 2022 Key Responsibilities:          Managed Emily Harper’s calendar, appointments, and daily workflow, ensuring optimal use of her time across coaching sessions, strategy calls, and public appearances. Acted as a liaison between Emily and clients, responding to inquiries, scheduling meetings, and handling all pre-session logistics with warmth and professionalism. Drafted personalized email communications, proposals, and internal memos under Emily Harper’s direction using Gmail, Google Docs, and Notion. Coordinated team meetings, virtual workshops, and webinar logistics, including email invitations, slide deck creation, and Zoom facilitation. Created branded client deliverables and marketing materials in Canva, maintaining consistency with Harper & Bloom’s visual identity and tone. Managed confidential files, client contracts, and feedback forms using Google Drive and updated client progress logs in ClickUp. Organized Emily Harper’s travel itineraries for speaking engagements, handling bookings, accommodations, and post-event follow-ups. Supported quarterly planning by preparing executive reports, tracking goals, and coordinating internal deadlines using ClickUp and Google Sheets. Helped streamline onboarding workflows for new coaching clients by setting up welcome emails, intake forms, and first-call documentation. 4 Administrative Assistant Summit Edge Consulting | Business & HR Services | Chicago, IL (Remote) | January 2022 – July 2022 Key Responsibilities:  Served as the first point of contact for client inquiries via email and live chat, ensuring prompt and professional communication.  Managed executive and departmental calendars using Google Calendar and Calendly, coordinating virtual meetings across global time zones.  Created and maintained detailed internal records and client files on Google Drive and Notion for easy team access.  Assisted with the onboarding of new clients by preparing welcome emails, documentation packets, and scheduling kickoff calls.  Used Trello and ClickUp for task tracking and project status updates, helping improve workflow transparency.  Created spreadsheets and light reports using Google Sheets to monitor performance metrics and update stakeholders.  Prepared weekly meeting agendas, took minutes, and followed up on action items across departments. Virtual Assistant Laser Global and Resources Consultants (Remote) | Scotland | February 2021 December 2021 Key Responsibilities  Expertly coordinated multiple executive calendars and complex scheduling requirements, ensuring seamless time management and preventing conflicts across different time zones.  Demonstrated exceptional communication skills by managing client correspondence and inbox organization, consistently processing 150+ daily emails while maintaining 98% response rate within 2 hours.  Streamlined administrative workflows through the implementation of digital tools and automation, reducing task completion time by 30% and improving accuracy.  Orchestrated successful virtual conferences and team meetings for up to 50 participants, handling technical setup, participant coordination, and post-meeting documentation using various platforms.  Developed and maintained comprehensive digital filing systems, ensuring quick retrieval of critical documents and maintaining data security protocols. 5  Provided high-level calendar management, including international travel arrangements, visa applications, and detailed itineraries while adhering to strict budgetary guidelines.  Utilized advanced features of collaboration tools such as Microsoft 365, Slack, and Notion to enhance team productivity and project tracking efficiency.  Created and standardized operational procedures for routine tasks, resulting in improved consistency and reduced error rates by 25%. Customer Service Representative Enterprise Life Assurance Company (Remote) | United States | March 2019 – January 2021 Key Responsibilities  Efficiently handled 75+ daily customer interactions across multiple channels, including phone, email, chat, and social media platforms, maintaining an average response time under 10 minutes.  Achieved a 98% customer satisfaction rating through empathetic problemsolving and clear communication, consistently exceeding quarterly performance metrics.  Developed expertise in complex billing systems and payment processing protocols, successfully resolving payment disputes and reducing escalations by 30%.  Managed challenging customer situations with professionalism, maintaining a 96% first-contact resolution rate while adhering to company policies and procedures.  Created detailed case documentation for 100+ weekly customer interactions, ensuring accurate record-keeping and enabling seamless follow-up support.  Identified and reported recurring customer issues, contributing to product improvements and policy updates that reduced related inquiries by 25%.  Collaborated with cross-functional teams, including Technical Support, Billing, and Product Development, to resolve complex customer issues, maintaining an average resolution time of under 24 hours.  Participated in training new team members on customer service protocols and best practices, helping maintain department quality standards and consistency. 6 Administrative Assistant Bavelinks Corporation, Port Harcourt | September 2018 – March 2019 Key Responsibilities  Delivered comprehensive administrative support to a team of 5 senior executives, maintaining strict confidentiality while managing sensitive documents and communications across multiple departments.  Orchestrated sophisticated calendar management for the executive team, successfully coordinating 50+ weekly meetings and resolving scheduling conflicts with stakeholders across global time zones.  Planned and executed quarterly board meetings and annual corporate events for up to 200 attendees, managing vendors, catering, materials, and real-time logistics while staying within budget.  Implemented a new digital filing system for 10,000+ documents, improving retrieval time by 40% and establishing standardized naming conventions for enhanced accessibility.  Drafted professional correspondence, reports, and presentations on behalf of executives, maintaining consistent corporate voice and formatting standards.  Streamlined office operations by creating standard operating procedures for routine tasks, reducing processing time by 25% and training new team members effectively.  Managed office supply inventory and vendor relationships, negotiating favorable terms that resulted in 15% cost savings while maintaining quality standards. EDUCATION B.L. (Bachelor of Law) Nigerian Law School, Adamawa, Yola Campus November 2021 – September 2022 Barrister and Solicitor of the Supreme Court of Nigeria LL.B: Law Abia State University, Uturu November 2015 – September 2020 Secondary School Certificate: Art Our Lady of Mercy Juniorate, Amapu Ntigha, Isiala Ngwa North L.G.A., Abia State September 2008 – July 2014 7 Certifications  ClickUp Project Management Fundamentals (ClickUp University) – January 2025         Digital Skills Certification (Digital Dazzle) – January 2025 Virtual Assistant Professional Certificate (ALX Africa) – March 2024 HubSpot CRM Certification (HubSpot Academy) – October 2024 The Complete Virtual Assistant Bootcamp (Udemy) – August 2024 Mailchimp Email Marketing Certification (Mailchimp Academy) – July 2024 Customer Service Mastery: Delight Every Customer (Udemy) – May 2023 Administrative Assistant Skills for Success (Udemy) – March 2023 Microsoft Office Specialist: Excel & Outlook (Certiport / Microsoft) – November 2023 Google Workspace Professional Certificate (Coursera) – September 2023 B.L. (Bachelor of Law) - December 2022 Qualifying Certificate (The Council of Legal Education) - December 2022 Bachelor of Law (LL.B) - June 2020 Certified in Information and Communication Technology (Institute of Computer Studies) - November 2014 Secondary School Certificate - July 2014       Professional Affiliation • Member of the Nigerian Bar Association (NBA) 8