Eze Linda Somtochukwu
Customer Relationship Manager | Virtual Assistant | Appointment Setter | Customer
Success & Support Specialist
Professional Summary
Proactive and results-driven Customer Relationship Manager and Virtual Assistant with over 6
years of experience delivering exceptional client support, managing schedules, and boosting
customer satisfaction. Skilled in appointment setting, CRM tools, and remote assistance, I
consistently exceed expectations by offering efficient solutions and seamless communication.
Adept at juggling multiple priorities in fast-paced environments with professionalism and
attention to detail. I’m passionate about helping businesses grow by ensuring their clients are
heard, valued, and supported. Ready to bring dedication and excellence to your team on Upwork
and beyond.
Key Skills
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Customer Relationship Management
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Time management
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Appointment Scheduling
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Confidentiality and discretion
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Calendar Management
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CRM software proficiency
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Client Communication
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Brand management
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Email management
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Task prioritization
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Customer Support & Issue
Resolution
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Project coordination
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Strong Communication skills
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Administrative & Virtual Assistance
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Leadership skills
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Attention to Detail
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Excellent team player
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Data Entry & Record Keeping
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Logical and critical thinking
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Lead Generation & Follow-Up
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Passion for technology
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Problem Solving & Conflict
Resolution
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Strong ownership of customer issues
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Multitasking in Fast-Paced
Environments
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Networking skills
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E commerce
Handle challenging customer
situations
Tools & Software
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CRM Platforms: HubSpot, Zendesk, Freshdesk, Pipeliner CRM
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Project Management: Trello, Monday.com, Asana, ClickUp
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Appointment Scheduling: Calendly, Picktime, Doodle, Acuity Scheduling, Bookafy,
SimplyBook.me
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Remote Access & Support: LogMeIn, TeamViewer, AnyDesk
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Sales & Outreach: Apollo.io, Mailchimp, Lemlist
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Communication: Slack, Zoom, Microsoft Teams, Google Meet
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Productivity & Automation: Google Workspace, Microsoft Office Suite, Notion,
ChatGPT, Zapier, Canva, saleforce
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File Sharing & Collaboration: Google Drive, Dropbox
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Social Media Tools: Buffer, Hootsuite
Work Experience
Data entry specialist
We find services
(Remote Internship)
may 2025 -July 2025
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Entered data from different sources into spreadsheets and systems with 99% accuracy,
helping to keep records clean and professional.
Found and fixed data errors, reducing mistakes by over 85% through careful checks and
attention to detail.
Updated and organized databases, making information 30% faster to find for the team.
Created a better filing system that cut down file search time by 40%, improving
workflow.
Followed company rules to protect private info, maintaining 100% data confidentiality
with no breaches.
Created easy-to-read reports from raw data, which helped the team improve decisionmaking by 25%.
Worked closely with other departments to keep data accurate and support team goals.
Used tools like Excel, Google Sheets, Zoho, and others to complete tasks 35% faster by
automating steps and staying organized.
Customer Success Representative
Pentagon pharmacy and stores (and E-commerce)
Jan 2020 – Jun 2025
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Fostered strong customer relationships through outstanding service, improving client
retention by 30%.
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Maintained accurate records of sales and client interactions, tracking over 500+
transactions monthly with 100% accuracy.
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Ensured high customer satisfaction by providing product recommendations and
addressing concerns, achieving a 95% satisfaction rate.
First point of contact for all customers, managing an average of 60+ daily interactions
across phone, email, and in-person channels.
Email support for company feedback, resolving 98% of issues within 24 hours.
Onboarding new staff on customer feedback management and query response, training
10+ employees to handle inquiries effectively.
Contributing to sales events and performing related tasks required, helping boost
monthly sales by 20% during promotions.
Resolved all queries via call or on-site, maintaining a zero unresolved complaint record
each quarter.
Assisted customers to get familiar with new products, leading to a 25% increase in firsttime purchases.
Clearly explained the features, advantages, and benefits of a product to over 100+ walkin customers weekly.
Tailored product presentations to suit the specific needs of each customer, raising
conversion rates by 15%.
Followed up regularly to ensure customer satisfaction and repeat business, achieving
40% customer return rate.
Managed price concerns, negotiated terms, and finalized deals on products with
customers and suppliers, ensuring 10–15% cost savings on bulk orders.
Monitored market trends and customer needs, contributing to the launch of 3 new
high-demand product lines.
Delivered actionable customer feedback to the marketing team, helping refine product
positioning and campaigns.
Shared strategies and customer concerns with team members to improve results,
increasing team efficiency by 20%.
Managed challenging customer situations, including disputes, with professionalism and
calm, maintaining zero escalation cases.
Actively listened to customer concerns and provided empathetic, practical solutions
such as refunds, replacements, or additional support, leading to 98% resolution
satisfaction.
Maintained high customer satisfaction by ensuring timely and meaningful
communication, keeping response times under 10 minutes.
Identified potential pain points and improved response strategies to retain customer
loyalty, preventing 15% churn reduction.
Ensured all customer enquiries were answered quickly and accurately with company
CRM, keeping communication clear and customers satisfied at 100% query resolution
rate.
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Accounting Officer
pentagon pharmacy and stores
Feb 2018 – Jan 2020
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Spearheaded innovative sales strategies to increase market share and visibility, driving a
20% revenue growth within one fiscal year.
Participated in 5+ trade shows annually to enhance brand recognition and attract new
clients.
Managed accurate bookkeeping and payroll systems for 20+ employees, maintaining
100% compliance with company policies.
Conducted internal audits to ensure compliance with financial regulations, identifying
and resolving discrepancies that reduced financial errors by 35%.
Organized receipts, invoices, and expense documentation, improving record retrieval
speed by 40%.
Forecasted future income, expenses, and profitability, contributing to 15% more
accurate budgeting.
Kept track of tax deadlines and regulatory changes, ensuring zero late submissions or
penalties.
Maintained accurate financial records by logging daily transactions worth ₦1M+ into the
accounting system.
Ensured financial integrity by keeping books current, resulting in 100% audit-readiness
throughout tenure.
Identified opportunities to enhance financial controls and systems, proposing
enhancements that improved efficiency by 25%.
Calculated salaries, deductions, and bonuses for all employees, ensuring zero payroll
errors.
Monitored and managed receivables and payables, reducing overdue accounts by 30%.
Actively followed up on invoices to minimize delays, improving cash flow turnover by
20%.
Identified trends, inefficiencies, and areas for cost cutting or investment, leading to
₦500,000+ in annual savings.
Customer service
Bezalee rentals and travels
Jan 2016 – Dec 2017
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Provided top-notch support via phone, email, chat, or social media, handling 50+ client
interactions daily with a 98% satisfaction rate.
Troubleshot issues, addressed complaints, and resolved technical problems promptly,
achieving a 100% first-response resolution rate for most client concerns.
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Helped customers understand how to use a product, resulting in a 25% decrease in
repeat inquiries.
Provided a warm and welcoming experience for clients, guests, and vendors, contributing
to a 20% boost in positive feedback.
Directed visitors to their destination or waiting area efficiently, ensuring zero missed
appointments or scheduling conflicts.
Managed incoming calls, addressed inquiries, and directed calls to the relevant
department or personnel, reducing call waiting time by 30%.
Took precise messages and followed up as needed, maintaining 100% communication
accuracy.
Managed calendars and scheduled appointments or meetings, coordinating 10–15 daily
bookings for clients and staff.
Confirmed, rescheduled, or canceled bookings as needed, keeping booking accuracy at
99%.
Notified the CEO of appointments, deliveries, or guest arrivals promptly, improving
executive time management by 25%.
Supported with admin duties when needed, contributing to smooth day-to-day
operations and timely project completion.
Education
Higher National Diploma (HND), Accountancy
Federal Polytechnic Oko —-
National Diploma (ND), Accountancy
Federal Polytechnic Oko —-
