Joy Idara Obong

Joy Idara Obong Customer Support Specialist/Virtual Assistant --Lagos, Nigeria PROFESSIONAL PROFILE Experienced Customer Support Specialist and Virtual Assistant known for delivering outstanding service and nurturing high satisfaction levels. Skilled in promptly responding to customer inquiries across multiple channels, identifying needs, and proffering effective resolutions. Excel in analyzing product malfunctions and providing solutions to ensure seamless customer experiences. Well-versed in managing administrative tasks, including scheduling, booking travel, and maintaining records. Committed to contributing positively to the organization's success and achieving customer satisfaction. CORE SKILLS ▪Client Management ▪Customer Support ▪Sales ▪Communication Skills ▪Administrative Support ▪Data Analysis ▪Conflict Resolution ▪Detail Oriented ▪Time Management ▪Microsoft Office Suite ▪Teamwork ▪Problem Solving ▪Interpersonal Skills ▪Virtual Support ▪CRM ▪Data Entry ▪Organizational Skills ▪Appointment Scheduliung ▪Record-keeping ▪Documentation ▪Email & Phone support ▪Social Media Management CAREER SUMMARY Apr. 2020 – May 2024 Customer Support Specialist (Remote) Multiple Media Services Ltd – Lagos, NG Key Responsibilities:  Resolved an average of 50 customer inquiries daily through email, phone, and live chat, maintaining a satisfaction rating of 95%.  Implemented new training materials, resulting in a 20% increase in first-call resolutions among team members.  Analyzed customer feedback and collaborated with product development to integrate three new features based on user suggestions.  Streamlined the support ticketing system, reducing response time by 30% and improving overall efficiency. Aug. 2016 – Present Managing Director Aradi Haven – Lagos, NG Key Responsibilities:  Lead the strategic direction and daily operations of Aradi Haven, achieving an annual revenue growth of 15% year over year.  Drive online sales, resulting in a 30% increase in website traffic and a 20% growth in online sales volume within the first year.  Manage inventory and procurement processes, optimizing stock levels to reduce inventory holding costs by 15% while maintaining a 95% in-stock rate.  Cultivate relationships with suppliers, negotiating favorable terms that facilitate a 10% decrease in product acquisition costs. KEY ACCOMPLISHMENTS  Support Implementation: Developed and applied proactive support strategies, resulting in a 25% decrease in customer inquiries and a 15% rise in satisfaction scores within six months.  Customer Feedback Integration: Established a feedback loop system, analyzing input to identify pain points and areas for improvement fostering a 20% drop in customer churn and a 10% increase in retention over a year.   Time Management Optimization: Implemented techniques and tools to manage time better, increasing productivity by 30% and handling 20% more tasks within the same timeframe. Communication Process Streamlining: Improved communication by integrating new tools and protocols, reducing response times by 25%, and enhancing client satisfaction by 20% within six months. EDUCATION AND CERTIFICATIONS 2024 Data Entry Accounting hub 2024 IT Support Skills Digital Witch Academy 2024 Customer Success Fundamentals Customer SuccessU 2024 Building Rapport with Customers Linkedin learning 2024 Customer Service: Problem-Solving And Troubleshootiung Linkedin learning 2015 Bachelor of Arts in Literature University of Lagos– Nigeria REFERENCES Available on request