Mary Effiong Ekpo

Mary Effiong Ekpo 📍 Uyo, Akwa Ibom State, Nigeria 📞 - | ✉️-Professional Summary Dedicated and service-driven Customer Support and Virtual Assistant Professional with over 8 years of proven success in banking, corporate, and remote environments. Expert in customer support, problem resolution, virtual assistance, and administrative support. Adept at handling customer inquiries and complaints with professionalism and empathy, ensuring satisfaction and loyalty. Skilled in tools such as Microsoft Office Suite, Google Workspace, Trello, Slack, QuickBooks, and LinkedIn Sales Navigator. Proven ability to streamline administrative processes, manage schedules, track communication, and deliver top-tier client experiences. Committed to exceeding expectations and driving service excellence in fast-paced, customer-centric settings.Core Competencies Customer Support & Satisfaction Issue Resolution & Escalation Executive & Administrative Support Calendar & Email Management (Google Workspace) Social Media Scheduling (LinkedIn, Buffer, etc.) Client Invoicing & Payment Tracking (QuickBooks, Gusto) CRM & Lead Generation (LinkedIn Sales Navigator, Apollo.io) Document & Template Management Workflow & Task Management (Trello, Slack, ClickUp) Communication (Email Newsletters, Follow-Ups) Confidential Data Handling & Record Keeping Self-Motivation & Independent Execution Emotional Intelligence & Conflict Resolution Microsoft Office Suite (Word, Excel) AI Tool Use (ChatGPT for Draft Refinement & Automation) Professional Experience Remote Travel Agent Intern Dreamport – Remote | May 2025 – Present Organized trip bookings, travel research, and virtual itinerary planning. Maintained client records and booking files using Google Docs and Sheets. Communicated promptly with clients via email and chat support. Customer Service Representative Access Bank PLC – Uyo, Akwa Ibom State | Jul 2016 – Present Delivered prompt and professional customer service in a high-volume banking environment. Resolved customer complaints and escalated complex issues with follow-up. Maintained accurate client documentation and processed financial records. Performed administrative duties, reporting, and interdepartmental correspondence. Industrial Trainee – Admin Support INTELS Nigeria Limited – Onne, Rivers State | Dec 2012 – Nov 2013 Provided clerical and administrative assistance across multiple departments. Managed documentation, filing systems, and appointment scheduling. Supported procurement and maintained office inventory. Education Bachelor of Science (B.Sc.), Accounting – Cross River State University (In View) Higher National Diploma (HND), Accounting – Federal Polytechnic, Nekede (2016) Ordinary National Diploma (OND), Accounting – Federal Polytechnic, Nekede (2012) SSCE – Methodist Comprehensive High School, Port Harcourt (2008) FSLC – Cornerstone International Nursery and Primary School, Port Harcourt (2002) Certifications IT Support & Remote Work Tools – Digital Skill-Shop Academy (2025) Diploma in Business Management & Leadership – CIML (2022) BOSIET – Charkin Maritime (Valid till Jan 2027) HSE Competence Training (Level 3) – ISPON (2023) SAP ERP Training – SLC Resources (2020) Exceptional Customer Service – ICS Outsourcing (2020) Managing Project Risk & Uncertainty – AAPM (2018) Additional: Fraud Management, Regulatory Compliance, Tone of Voice Skills Highlights Time Management & Prioritization Strong Attention to Detail Problem Solving & Analytical Thinking Adaptability & Resilience Written & Oral Communication Integrity, Honesty & Teamwork Ability to Thrive Under Pressure