KOSISOCHUKWU VIVIAN
IGWENAGU
Virtual Assistant || Customer Support Specialist
Appointment Setter
📞 - 📧-🔗 Upwork 🔗 LinkedIn Profile 🔗 CV
📍 Nigeria
PORTFOLIO
PROFESSIONAL EXPERIENCE
Dedicated and proactive Virtual Assistant, Customer Support Specialist, and Appointment Setter with handson experience supporting business and real estate teams in remote environments.
Expertise in CRM management, lead generation, appointment scheduling, and workflow coordination. Known
for reliability, adaptability, and delivering operational support that improves efficiency, enhances client
satisfaction, and strengthens business processes.
Recognized for maintaining professionalism, empathy, and attention to detail in every interaction, ensuring
that client relationships are handled with care, accuracy, and consistency.
CORE COMPETENCIES
CUSTOMER SUPPORT & CLIENT SERVICES
LEAD GENERATION & APPOINTMENT SETTING
Multi-channel support (Email, Chat, CRM)
Lead sourcing, qualification & management
Customer onboarding & follow-ups
Appointment scheduling & follow-ups
Ticket management & resolution
CRM pipeline updates & sales support
Complaint handling & satisfaction improvement
Lead tracking & reporting
CRM documentation & updates
Workflow optimization & deadline tracking
VIRTUAL ASSISTANCE & ADMINISTRATION
COMMUNICATION & INTERPERSONAL SKILLS
Calendar management & meeting coordination
Clear written & verbal communication
Email and inbox management
Professional client interaction
Document preparation & record tracking
Conflict resolution & problem-solving
Data entry & database accuracy
Active listening & attention to detail
Confidential information handling
Collaboration with cross-functional teams
HIGHLIGHTS
Generated and enriched 200+ qualified leads
monthly using search and filters using Apollo
Verified and enriched outreach emails to boost
sales accuracy using Apollo
Developed response templates for recurring
issues, reducing handling time in Zendesk.
Maintained and updated customer profiles with
99% data accuracy in Freshdesk.
HIGHLIGHTS
Coordinated 20+ weekly tasks using Trello,
improving on-time completion by 85%.
Designed custom workflow stages and labels in
Monday.com, cutting task delays by 30%.
Implemented structured task tracking in Trello,
reducing missed deadlines.
Streamlined daily operations with consistent
automation processes in Trello.
HIGHLIGHTS
Organized inboxes and archived conversations
weekly, ensuring zero missed emails.
Managed 100+ daily emails using labels and
filters for efficient tracking and prioritization.
Linked Trello boards to emails to track tasks
and maintain accountability.
Coordinated daily task reminders and project
schedules for remote teams using Calendly.
HIGHLIGHTS
Resolved 80+ daily support tickets while
maintaining SLA compliance using HubSpot.
Managed and updated customer profiles weekly
to ensure accurate information in HubSpot.
Assigned, escalated, and monitored tickets
to guarantee timely resolution in Freshdesk.
Tracked ongoing support tickets in Freshdesk to
ensure prompt and efficient customer service.
WORK HISTORY
LEAD GENERATOR | CREZIVANTA
Remote | Feb 2026 – Present
Researched and identified potential business leads across multiple industries to support sales initiatives.
Managed and updated CRM databases, ensuring accurate and complete lead information.
Conducted lead qualification to prioritize high-value prospects for the sales team.
CUSTOMER SUPPORT SPECIALIST
Freelance | Remote | 2023 – Present
Responded to 50+ inquiries daily through HubSpot and Zendesk, maintaining a 98% satisfaction rate.
Maintained and updated CRM systems, ensuring accuracy and completeness of client and lead information.
Provided operational and administrative support to ensure seamless daily operations across clients.
VIRTUAL ASSISTANT | EMLEK
Remote | Nov 2024 – Apr 2025
Managed CRM systems, tracked client interactions, and maintained updated contact databases.
Coordinated tasks and administrative workflows to support project timelines and operational efficiency.
Responded to client inquiries and provided prompt solutions, improving satisfaction and retention.
WORK HISTORY
LEAD GENERATION SPECIALIST | ELPI
Remote | Sep 2024 – Jan 2025
Researched, sourced, and qualified potential business leads across multiple platforms and industries.
Maintained CRM pipelines with detailed lead information, ensuring data integrity and easy tracking.
Assisted in outreach campaigns by preparing contact lists, follow-up emails, and personalized messaging.
APPOINTMENT SETTER | SILACO
Remote | Apr 2024 – Aug 2024
Scheduled over 200 client and sales appointments with 95% accuracy, reducing missed meetings by 30%.
Maintained detailed and accurate CRM records for all leads and clients, enabling better pipeline management.
Conducted pre-call research to improve meeting quality and client engagement.
VIRTUAL ASSISTANT | SYLFLORA
Remote | Mar 2024 – Jun 2024
Managed email communications and responded to inquiries within 24 hours, ensuring timely follow-ups.
Scheduled meetings, appointments, and virtual calls using Google Calendar and CRM tools.
Coordinated administrative tasks including file organization, document preparation, and workflow updates.
PROJECTS
LEAD GENERATION & APPOINTMENT SETTING PROJECT
Apollo.io, Google Workspace, Trello, Monday.com | Remote | 2025
Key Responsibilities:
Conducted market research and identified potential leads across multiple industries.
Qualified leads based on client criteria and prioritized high-value prospects for outreach.
Maintained accurate and up-to-date CRM records for all leads and contacts.
Scheduled appointments and follow-ups to ensure high engagement and conversion rates.
Coordinated with sales teams to optimize outreach campaigns and lead management strategies.
Generated weekly and monthly reports on lead activity, pipeline progress, and performance metrics.
Key Achievements:
Increased qualified leads by 35% over a 3-month period.
Scheduled 200+ appointments with 95% accuracy, improving client conversion.
Streamlined CRM processes, reducing lead duplication and errors by 20%.
Improved follow-up engagement by implementing automated reminders and tracking systems.
CERTIFICATIONS
📜 In-Demand IT Support Skills
DIGITAL WITCH SUPPORT COMMUNITY | 2025
📜 Technical Support Fundamentals
COURSERA | 2024
TOOLS & TECHNOLOGIES
CRM & Helpdesk: HubSpot, Freshdesk, Zendesk
Collaboration: Google Workspace (Docs, Sheets,
Drive), Microsoft Office, Slack
Outreach & Lead Gen: Lemlist, Apollo
Scheduling: Calendly, Pick Time
Task Management: Trello, Asana, ClickUp
Automation: Zapier, Make
Data Management: Excel, Google Sheets
SLA Tracking: Clockify, Time Doctor
Thank You
Lets Work
Together