Lilian Khama

LILIAN KHAMA Nigeria | Lagos State, Nigeria | --| Linkedin | Portfolio SUMMARY Resourceful and results-driven professional with 4+ years of experience in customer success, administrative support, Airbnb optimization, and virtual assistance. Skilled in enhancing client satisfaction, streamlining workflows, and optimizing operations. Known for delivering measurable results, maintaining professionalism under pressure, and providing top-tier service in fast-paced environments. EDUCATION B.Sc. in Mathematics & Computer Sci Education Enugu State University of Science and Technology (ESUT), Nigeria WORK EXPERIENCE Virtual Assistant | Administrative Support Specialist​ Freelance / Remote ​ ●​ Manage client calendars, inboxes, and scheduling to streamline operations.​ ​ May 2021 – Dec 2022 ●​ Created standard operating procedures (SOPs) that improved task delegation efficiency by 30%.​ ●​ Conduct research, prepare presentations, and coordinate meetings to support decision-making.​ Key Achievement: Supported multiple executives remotely, achieving a 98% task completion rate with zero missed deadlines. Customer Success Specialist​ Digital Witch IT Support Community ​ ●​ Guided customers through onboarding and product adoption.​ July 2023 – Oct 2024 ●​ Tracked and managed interactions via Intercom, Freshdesk, and Zoho CRM.​ ●​ Analyzed feedback to reduce support response time by 20%.​ Key Achievement: Increased client satisfaction and retention by 25% through proactive client engagement. Airbnb Optimization & Co-Hosting Expert​ Freelance / Remote ●​ Optimized listings with SEO, pricing, and visuals, increasing bookings by 40%.​ Feb 2022 – Present ●​ Managed guest communication, check-ins/outs, reviews, maintaining 98% response rate.​ ●​ Used performance metrics to drive listing improvements.​ Key Achievement: Raised host ratings from 4.6★ to 4.9★, improving repeat bookings and revenue. Customer Service Representative Rachy’s Globe Ltd (On-site) ●​ Handled 60+ client interactions daily via phone, chat, email.​ 2018 – 2021 ●​ Resolved customer issues promptly, maintaining a 95% satisfaction rate.​ ●​ Maintained accurate customer data and supported internal reporting.​ Key Achievement: Recognized for consistently exceeding service quality and communication standards. CERTIFICATIONS Masterclass in Short Term Rentals & Virtual Assistant Skills — The Short Term Rentals Academy (Oct 2025)​ In-Demand IT Support Skills — Digital Witch IT Support Community (2024)​ Virtual Assistant Training — ALX Africa (2024) SKILLS ●​ Customer Success & Retention​ ●​ Virtual Assistance & Administrative Management​ ●​ Airbnb Listing Optimization & Co-Hosting​ ●​ CRM Tools: HubSpot, Zoho CRM, Intercom, Freshdesk, Apollo.io​ ●​ Calendar, Email & Task Management​ ●​ Customer Support & Relationship Management​ ●​ Process Improvement & Reporting​ ●​ Research & Data Organization​ ●​ Communication, Confidentiality & Professional Discretion​ ●​ Problem-Solving, Time Management & Team Collaboration.