LILIAN DIM-SYLVANUS
PROFESSIONAL SUMMARY
Remote-ready Virtual Assistant and Customer Support Specialist with years of experience across call centre, chat operations, and executive support. Skilled in CRM tools (Salesforce, HubSpot, Zoho, Zendesk, Freshdesk) and workspace platforms (Trello, Asana, Slack, Google Workspace, Zoom). Proven record of improving client satisfaction (+30%), streamlining admin processes, and delivering efficient virtual support.
BIO-DATA
Contact Address: Royal Pine Estate Orchid Road, Lekki, Lagos State, Nigeria
Phone Number: -
Email Address:-
KEY SKILLS
•CRM & Support Tools: Salesforce, HubSpot, Zoho, Zendesk, Freshdesk • Virtual Assistance & Admin Support
• Live Chat, Email & Call Handling
• Task Management: Trello, Asana, Notion, Slack
• Research, Scheduling & Data Entry
• Strong Communication & Problem-Solving
WORK EXPERIENCE
Freelance Projects (Remote) | 2024 – present
Chat Operator
• Delivered prompt and professional responses to customer inquiries via live chat and email.
• Handled 100+ daily chat interactions, maintaining an average customer satisfaction rating of 90%.
• Resolved billing and technical issues using CRM platforms (Zendesk, Freshdesk).
• Maintained detailed records of all customer conversations for reporting and quality improvement.
Evergreen Computer Centre – Lagos, Nigeria | Feb 2017 – Aug 2023
Executive Assistant
• Supported executives with calendar management, scheduling, and document preparation.
• Conducted internet research, managed online registrations, and handled client correspondence.
• Increased efficiency of administrative tasks by 30% through implementation of Trello task boards.
• Coordinated remote communication via Slack, Zoom, and Google Workspace, improving team productivity.
Telegate Telecommunications –Abia State, Nigeria | Jan 2010 – Sept 2012
Call Center Agent
• Managed inbound and outbound customer calls, resolving technical and account-related queries.
• Assisted 300+ customers with SIM registrations and unblocking services for MTN and AIRTEL.
• Achieved 95% resolution rate on first contact, increasing customer satisfaction by 25%.
• Documented client interactions using CRM tools to ensure accurate reporting and follow-ups.
EDUCATION
Abia State Polytechnic, Nigeria | 2013 – 2015
OND, Science Laboratory Technology
CERTIFICATIONS
Digital Witch Support Community | IT Skills Training certificate
Virtual Mumsy Academy | Virtual Productivity Assistant certificate
ALX | Virtual Assistant Certificate