Kosisochukwu Igwenagu

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