Lisa Diffa

LISA DIFFA Nigeria | - |-| Portfolio link PROFESSIONAL SUMMARY Results-driven Customer Service Representative and Virtual Assistant with 3+ years of experience delivering exceptional customer support, streamlining workflows, and enhancing operational efficiency. Proven track record of saving businesses over 40 hours weekly through process optimization, achieving a 98% customer satisfaction rate, and increasing sales revenue by 40%. Adept at managing schedules, resolving complex issues, and driving customer retention through personalized engagement strategies. CORE COMPETENCIES ●​ ●​ ●​ ●​ ●​ Conflict resolution Task & workflow optimization Upselling Multitasking Time management ●​ ●​ ●​ ●​ ●​ Team collaboration Project management Product knowledge Lead generation Ticketing system PROFESSIONAL EXPERIENCE Operations Manager​ Matts Pharmacy ⏐ Jan. 2022 – Jan. 2025​ ●​ Managed team schedules, recruited staff, and led training sessions, resulting in a 200% increase in sales revenue and improved individual staff KPI ratings. ●​ Spearheaded the rollout of a new customer loyalty program, leading to a 40% increase in repeat customers and a 20% reduction in customer complaints over pricing. ●​ Generated 100+ hospital and laboratory leads through networking and outreach efforts, increasing patient referrals and prescription refills by 30%. ●​ Enforced supplier SLAs, ensuring timely delivery and reducing supply chain disruptions by 15%. Head of Department Kelina Hospital ⏐ June 2023 – Apr. 2024 ●​ Prepared and presented dynamic sales Excel dashboards, SOPs, and reports to the CEO, improving data-driven decision-making and operational efficiency. ●​ Responded to 50+ inbound and outbound calls weekly, resolving billing issues, claims, and general client concerns with a 95% resolution rate. ●​ Scheduled appointments with sales reps and requisition teams to discuss new product offerings, resulting in a 10% increase in departmental revenue. Pharmacy Sales Specialist​ Lifestores Healthcare ⏐ Feb. 2020 – Dec. 2021​ ●​ Provided friendly and efficient customer service to about 60 clients daily, achieving a 98% customer satisfaction rating. ●​ Exceeded sales targets by 40% by proactively identifying and suggesting relevant products and services, expanding market reach by 10%. ●​ Generated 130+ new customer account leads monthly, maintaining an 85% conversion rate through personalized engagement strategies and cold calling. ●​ Maintained and updated customer records, knowledge base articles, and help-center resources using CRM tools, ensuring 100% accuracy and efficient client management. ●​ Recognized as “Employee of the Quarter” twice for outstanding performance and dedication to customer success. Regulatory and Data Support Associate NAFDAC ⏐ Nov. 2019 – Nov. 2020 ​ ●​ Digitized and organized 80% of a one-year documentation backlog, improving operational efficiency and reducing processing time by 25%. ●​ Provided outstanding customer support through phone, live chat, and email, achieving a 90% satisfaction rate. ●​ Investigated consumer complaints and created detailed reports for regulatory compliance, contributing to improved public safety standards. EDUCATION Quantic School of Business & Technology – U.S.A​ Master of Business Administration [MBA] Obafemi Awolowo University – Osun, Nigeria​ Bachelor of Pharmacy [B. Pharm] Aug 2024 – Sept 2025 Sept 2012 – Apr 2018 CERTIFICATIONS & TRAININGS 1.​ 2.​ 3.​ 4.​ 5. ​ 6.​ 7.​ 8.​ IT Support Skills – Digital Witch IT Academy | 2025 Data Analytics Course for Healthcare Professionals – MedicsInTech | 2025 Retail Management: Marketing and Brand Management – Alison | 2023 Google Data Analytics – Google | 2023 Certified Virtual Assistant – ALX Africa ⏐ 2022 McKinsey Forward Fellow – McKinsey | 2022 Jobberman Soft-Skills Training – Jobberman | 2022 Quantum Analytics Data Analyst Fellowship Training – Quantum Analytics | 2022 TECHNICAL SKILLS ●​ CRM Tools: Zendesk, Freshdesk, HubSpot, Intercom, Zoho, GHL ●​ Productivity Tools: Microsoft Office Suite, Google Workspace, Trello, Asana ●​ Communication Tools: Slack, Microsoft Teams, Zoom, Google Meet, Skype ●​ Data Management: Excel, Google Sheets, Airtable