Kennedy Victoria

Kennedy-Iwuogo Victoria � Nigeria | � Remote | ✉- | � [-] | [https://x.com/vickennedyi?s=11] PROFESSIONAL SUMMARY A highly skilled Customer Support Specialist, Virtual Assistant, and Administrative Professional with over 8 years of experience in industries such as Healthcare, Education, Media, and Hospitality. Specialized in delivering outstanding customer service, optimizing workflows, and enhancing operations through efficient communication, task coordination, and process management. Proficient with tools like HubSpot, Zendesk, Freshdesk, GoHighLevel, Asana, ClickUp, Google Workspace, and more. Currently advancing my technical expertise through Cloud Computing and Cloud Security studies to support modern, technology-driven businesses. SKILLS, EXPERIENCE & EDUCATION KEY SKILLS AND COMPETENCIES        Customer Support & Relationship Management: Experienced in live chat, phone, and email support. I’m adept at identifying customer needs and providing tailored solutions with a focus on technical accuracy and user satisfaction. Technical Consultation & Troubleshooting: Currently building my technical expertise in cloud computing and cloud security, enabling me to assist clients with complex technical queries and help them configure platforms effectively. Training & Knowledge Sharing: Experienced in organizing and delivering training sessions to clients, ensuring they are empowered to use platforms and systems to their full potential. Problem Solving & Critical Thinking: Logical and efficient when addressing technical issues. My ability to troubleshoot effectively ensures smooth customer experiences and minimal disruption. Healthcare & Medical Support: With a strong background in healthcare, I’ve developed a nuanced understanding of medical data and systems, which helps me assist clients in related industries. Tools & Platforms: Skilled in HubSpot, Zendesk, Intercom, Microsoft Office, Google Workspace, Asana, Trello, Slack, and have basic familiarity with spreadsheets, macros, and cloud platforms. Communication: Fluent in English (written and spoken). Experience Customer Support Agent Digital Witch, Nigeria April 2023 – April 2025     Provided top-tier support via chat, phone, and email, ensuring swift issue resolution and a high level of client satisfaction. Conducted onboarding and training for new clients, assisting them in using the platform efficiently and addressing any technical issues. Collaborated with cross-functional teams to streamline workflows and reduce customer response times. Created troubleshooting guides and helpful resources to empower clients to resolve issues independently. Virtual Assistant Otel Systems Nigeria Maech 2017 – March 2023 Freelance/ Remote Work      Coordinated travel arrangements, reducing costs by 20% through strategic planning. Managed schedules, appointments, and meetings for clients, ensuring time efficiency. Handled email communications, responding promptly to inquiries and client requests. Organized and maintained client databases and confidential documents. Supported basic bookkeeping tasks, including invoicing and expense tracking. Head, Human Resources & Administration IDCL Nigeria August 2008 – February 2017  Led a talented HR team, focusing on recruitment, retention, and keeping employees engaged in a creative environment.  Developed strategies to align HR practices with company goals, helping to grow the business and the team.  Managed conflict resolution to create a more positive and harmonious work culture.  Guided the company through various organizational changes, making sure everyone felt supported and engaged. Customer Service Executive Parkway Healthcare Limited January 2006 – July 2008   Provided culturally sensitive and accurate healthcare information, assisting patients with navigating referral and treatment options. Facilitated smooth scheduling across time zones and liaised with international healthcare providers to ensure client needs were met. Education BSc. Geography & Meteorology Enugu State University of Science & Technology, Nigeria (2001) Certifications   Associate Fellow, Chartered Institute of Personnel Management of Nigeria Associate Member, Chartered Institute of Personnel Management of Nigeria Professional Development & Training       Professional Cloud Security and DevOps Training (In progress) In-Demand IT Support Training (2025) Asana- Workflow Specialist (2025) Leadership Excellence, Vision and Talent (Nigeria, 2014) Enterprise Governance Workshop, International Finance Corporation (IFC, 2013) Event Management Training, Spearhead Training, Dubai, UAE (2011) ADDITIONAL INFORMATION    Remote Work Experience: I’ve thrived in remote working environments, adeptly managing my time and tasks while communicating effectively across virtual platforms. Cloud Technologies: I’m passionate about cloud computing and cloud security, and my current studies are equipping me with the knowledge to support clients in technical scenarios with greater precision. Team Collaboration: Known for providing constructive feedback and collaborating effectively with teams to improve processes and customer satisfaction. What I'm Looking For I am seeking a challenging role where I can leverage my problem-solving abilities and diverse skill set to contribute to organizational success. With a background in customer support, administration, and technical solutions, I am eager to expand my expertise across various industries and roles. I am committed to continuous learning, adapting to new tools and technologies, and collaborating in dynamic environments to support business goals while growing professionally. References: To be provided upon request