Lauretta Okeke

LAURETTA OKEKE - | Email BUSINESS DEVELOPMENT | CUSTOMER SUPPORT | Executive Virtual ASSISTANCE Results-driven and highly professional specialist with demonstrated success in business development, customer support, and executive assistance. Skilled at generating qualified leads, managing client pipelines, and supporting top-level executives with precision. Proven ability to deliver excellent customer service, streamline operations, and enhance team productivity through effective communication and strategic use of tools like HubSpot, ClickUp, Salesforce, Pipedrive, Zendesk, Asana, Trello, Monday.com, MailShake, MailChimp, GoHighLevel, Google Workspace, Calendly, and others. Combines strong organizational skills with a proactive, solution-oriented mindset to consistently exceed expectations across sales, support, and administrative functions. Committed to driving growth, maintaining operational excellence, and ensuring a seamless client experience. CORE TOOLS Slack | Teams | Meet HubSpot | Salesforce Monday.com| Trello | Asana | Zapier Zendesk | Freshdesk Google Suite |MS Suite Zoom | Loom | Calendly Apollo.io | Mail Chimp Airbnb | Booking.com Pipedrive | Kayak | Priceline CORE SKILLS Email Campaign Execution Customer Service Lead Generation Outbound Calling Data Entry Management Excellent Communication Cross−functional Collaboration Initiative Problem−Solving Technical Support Virtual Assistance Attention to details Appointment Scheduling Problem−identification Objection Handling Prospect Research & Qualification Adaptability in fast-paced environments Financial Tracking and Reporting PROFESSIONAL EXPERIENCES Business Development Representative (BDR) | CGC Technologies, MD, USA Oct 2024−2025 (Remote) • Conducted 100+ outbound calls daily via Webex, engaging with prospects across North America to pitch tech solutions and set high-quality sales appointments. • Generated over $90,000 in new business revenue, exceeding monthly sales targets by leveraging Salesforce and HubSpot to track interactions and manage the sales pipeline. • Nurtured a portfolio of 300+ active B2B leads, using HubSpot automation and Salesforce reporting to prioritize follow-ups and personalize outreach. • • Ran targeted email campaigns through Mailshake, achieving a 38% open rate and 25% response rate via optimized sequencing and A/B tested messaging. Collaborated cross-functionally with marketing and product teams, sharing market feedback and refining value propositions, leading to a 15% boost in client engagement and demo conversions. Executive Virtual Assistant | Digital Witch IT Support Community 2022 − 2024 (Remote) • Supported CEOs with email and calendar management, resulting in streamlined scheduling and 100% meeting attendance. • Managed multiple clients' emails, scheduling, and document organization, ensuring 100% adherence to deadlines and accurate delivery. • Conducted research and gathered information for client projects, contributing to a 20% improvement in project efficiency. • Expertly handled travel arrangements, successfully reducing travel expenses by 10% through strategic planning and cost− effective booking practices. • Coordinated calendar appointments and managed incoming and outgoing communications, ensuring seamless communication channels and efficient task prioritization. • Managed customer inquiries and correspondence with a 98% response rate, resolving issues promptly and maintaining high customer satisfaction. Customer Support Specialist | United Bank for Africa (UBA) 2019 – 2024 (Onsite) • Utilized customer service software like Intercom, Zendesk and Freshdesk to track and respond to customer inquiries promptly, reducing response time by 10%. • Executed an exceptional customer support experience, responding promptly to questions via email and online chat, achieving an average response time of under 30 minutes. • Investigated and escalated bugs by filing detailed tickets with the Engineering team, contributing to a 25% reduction in bug resolution time. • Collaborated with Engineering, Sales, and Product Development teams to relay customer feedback and influence product enhancements. • Identified recurring patterns in support interactions and implemented proactive solutions, resulting in an 18% reduction in support ticket volumes within 9 months. • Conducted follow−up calls and surveys to measure customer happiness and identified areas for improvement, leading to a 25% improvement in customer retention rates. B2C Sales Expert | Moniepoint Inc. • • 2022 – 2023 Created and maintained subscribers' records and used software to review and monitor data. Created and maintained spreadsheets using Excel and Google Sheets. • • • • • Demonstrated confidentiality in dealing with information to comply with privacy policies. Conducted data cleaning tasks to achieve productive workflow. Organized and updated document management systems to improve audit and reference processes. Entered 250 customer data onto the system daily within tight deadlines while maintaining accuracy. Obtained a fast and efficient typing speed of 75wpm, beating deadlines by 69%. KEY ACHIEVEMENTS • • • • • • Managed entire sales cycle from prospecting to closing for SMB clients - generating, nurturing, and closing $90K+ in new business within six months through outbound efforts and product consultations via Webex and email. Designed and executed outbound email campaigns using Mailshake, achieving a 38% email open rate and converting 15% of qualified leads into paying customers through tailored pitches, product demos, and objection handling Developed and meticulously executed Standard Operating Procedures (SOPs) across customer support, executive admin, and sales enablement processes—resulting in a 20% boost in operational efficiency and improved cross-functional coordination. Enhanced and Implemented improvements to administrative systems, increasing efficiency and productivity across the office by 25%. Maintained a high first-contact resolution rate by delivering timely, clear, and empathetic customer responses through Zendesk, Freshdesk, and Intercom, resulting in a 10% drop in repeat inquiries and improved customer satisfaction metrics (CSAT). I also provided tailored support for onboarding, troubleshooting, and feedback collection. Documented customer success materials, maintained user manuals, and streamlined internal processes, enhancing operational efficiency by 15%. EDUCATION University of Benin (Computer Science) TRAINING & CERTIFICATIONS Digital Witch IT Support | In−demand Tech Skills Digital Exchange Academy (DEXA) | In−demand IT Skills Online Bootcamp LinkedIn | Zendesk Customer Service Professional Certificate 2018