Lauritta Umeodinka

LAURITTA UMEODINKA Asaba, Nigeria | | --| LinkedIn Profile | Website: Laura U. VA Services Customer Service Representative SUMMARY Dedicated, dynamic, and detail-oriented Executive Assistant and Customer Support Specialist with 5 years of diverse experience in delivering high-quality support across executive administration, customer service, CRM and automation setup, general virtual assistance, and L1 technical support. Proficient in managing executive schedules, coordinating complex tasks, and maintaining seamless communication to drive organizational goals. Skilled in implementing CRM solutions and process automations to enhance efficiency and client satisfaction. Demonstrates a proactive approach to troubleshooting technical issues and resolving customer inquiries, ensuring optimal customer experiences. Known for adaptability, strong organizational skills, and a commitment to professionalism in all roles. Ready to bring a strategic, solutions-driven mindset to your team. WORK EXPERIENCE Customer Support Representative Digital Tools Technology – Remote ● ● ● ● ● ● Provide customer service through email, live chat, and phone, handling inquiries, troubleshooting, and resolving issues in a timely manner. Maintain detailed records of customer interactions using CRM software (HubSpot). Collaborate with the team to improve response times and enhance overall customer satisfaction. Effectively handle both inbound and outbound customer calls, ensuring clarity and professionalism at all times. Contribute to knowledge base creation and assist in the development of FAQ content. Ensure customers are educated on company processes, products, and services. Customer Support Specialist Digital Witch Support Community – Remote ● ● ● ● December 2023 - Present November 2023 - October 2024 Conducted onboarding and training sessions, guiding new users in platform navigation and tool usage to ensure smooth adoption and high satisfaction. Provided multi-channel support via chat and email, resolving inquiries promptly and improving user satisfaction. Developed a knowledge base with self-help resources, empowering users and reducing the volume of support requests. Fostered a positive community environment, encouraging user engagement and participation. Achievements: Increased onboarding completion by 25%, improved engagement by 20%, and enhanced user retention through proactive community management. Data Management Specialist Delta State Drug Revolving Fund – Nigeria (Onsite) ● ● January 2023 - March 2024 Conducted data verification and inventory tracking, producing accurate reports that informed critical decisions for medication distribution. Trained staff in data management best practices, enhancing the team’s accuracy in reporting and ensuring consistency in data entry and tracking. Collaborated closely with team members to improve reporting accuracy by 25%, enhancing operational efficiency. Canvasser Team Lead March 2022 - October 2022 Stiinos Limited – Nigeria(Hybrid) ● ● ● ● ● ● Led marketing and advertising efforts for a major African telecommunication network, managing a team of 10 canvassers. Achieved a 20% increase in product sales through effective customer engagement and promotions. Implemented essential strategies for customer outreach and product introduction. Provided leadership in customer support, retention, satisfaction, and statistical data analysis. Conducted onboarding sessions for both old and new customers Customer Service Representative/Sales Manager October 2022 B.C. Umeh and Sons Groups – Nigeria (Onsite) ● ● ● October 2019 - Increased sales by 25% in the first year through strategic customer engagement and efficient service delivery. Maintained a 95% customer satisfaction rating by ensuring prompt resolution of customer inquiries and implementing a knowledge base to streamline responses. Conducted training sessions for new employees, focusing on CRM tools and customer engagement best practices to support high-quality service delivery. KEY SKILLS ● ● ● ● ● ● ● ● ● Customer Support (Email, Phone, Live Chat) Active Listening & Empathy CRM & Helpdesk Software (HubSpot, Freshdesk, Zendesk and more) Multitasking & Time Management Problem Solving & Troubleshooting Excellent Verbal & Written Communication Data Entry & Record Keeping Microsoft Office Suite (Excel, Word, PowerPoint) Remote Work Collaboration Tools (ClickUp, Asana and more) EDUCATION Bachelor’s Degree in Biochemistry Ebonyi State University – Abakaliki, Nigeria PROFESSIONAL DEVELOPMENT Certification: Virtual Assistance Skills in the Digital Age – ALX Certification: On-Demand IT Skills Training – Digital Witch Certification: Problem Solving and Troubleshooting – LinkedIn Learning Certification: Serving Customers Through Chat and Text – LinkedIn Learning Non-Certification: Best Practices In Customer Service –Udemy Certification: Customer Success Fundamentals – CustomerSuccessU Certification: IT Support Fundamental – Coursera 2021