Joy Mohie

JOY MOHIE-| - | www.linkedin.com/in/joymohie SUMMARY Experienced Virtual Assistant with over 5 years of customer service and administrative support expertise. Proven track record of enhancing operational efficiency, reducing response times by 30%, and achieving a 98% customer satisfaction rate. Adept at managing executive calendars, organizing workflows, and building strong client relationships. CORE COMPETENCIES CRM Systems, Slack, Google Workspace, Trello, Asana, Zoom, Microsoft Office Suite, Fluent in English, Time Management, Organizational Skills, Calendar Management, Administrative Support, Effective Communication. WORK EXPERIENCE Administrative Virtual Assistant – Vsavvy Academy, Lagos Nigeria March 2024 – Present • Handled customer service phone calls and, after a week, was awarded Best Customer Services Agent based on client feedback, which increased the number of students who requested admission to the academy. • Managed and organized several executive calendars and email correspondence, boosting scheduling efficiency by 25% and increasing our clientele. • Coordinated team meetings and reorganized communication methods, boosting team collaboration by 20%. • Provided personalized customer support resolutions, achieving a 98% satisfaction rate and positioning the company as a trusted partner. Customer Relationship Manager – Central Bank of Nigeria (CBN), Abuja, Nigeria March 2018 – March 2024 • Orchestrated, cultivated, and fortified strategic relationships with governmental and financial sector clients and fostered enduring partnerships vital to the institution's mission and objectives. • Spearheaded initiatives to enhance client engagement and satisfaction through bespoke banking services and tailored financial solutions, resulting in a notable increase in client retention and positive feedback. • Led comprehensive training sessions for staff, equipping them with advanced digital banking tools and up-to-date compliance protocols. • Strategically organized and hosted stakeholder forums and feedback sessions, fostering a culture of continuous improvement and responsiveness to client needs. • Responded to email inquiries precisely and promptly, resulting in a 35% reduction in the need for calls and physical visits. Currency Management Centre Officer – Central Bank of Nigeria (CBN), Abuja, Nigeria May 2013 – March 2018 • Initiated process improvements in currency management operations, significantly increasing efficiency and accuracy in currency processing and handling. • Developed and meticulously maintained detailed records and reports on currency flow and storage, providing vital data for regulatory compliance and facilitating seamless audits by both internal and external stakeholders. • Led procurement activities, including selecting vendors, negotiating contracts, and managing supplier relationships, resulting in a 15% reduction in operational costs while maintaining an uninterrupted supply of currency-related materials. EDUCATION • Post Graduate Diploma in Management – Ahmadu Bello University • Higher National Diploma (HND) in Business Administration and Management – Niger State Polytechnic • National Diploma in Business Administration and Management – Niger State Polytechnic • BSc in Microbiology – Madonna University - PROFESSIONAL CERTIFICATION • Certified Customer Success Specialist – Customer SuccessU • Mastering the Skills of Virtual Assistant – VSavvy Academy • Certificate in Professional Service Delivery – GOGETIT Business School • Certificate in Improving Service Delivery and Organizational Performance – Paradigm Prime Ideas Limited • Certificate in Customer Experience Management – Central Bank of Nigeria -