ONYINYE MBAEGBU
VIRTUAL ASSISTANT|CUSTOMER SUPPORT| PROJECT COORDINATOR
Lagos, Nigeria |-| -| LinkedIn: LinkedIn Profile | Portfolio
PROFESSIONAL SUMMARY
Proactive and empathetic Customer Support Representative with 2+ years of experience delivering high-quality
service across email, live chat, and phone in remote and hybrid environments. Skilled in resolving inquiries with
clarity and patience while driving customer satisfaction, loyalty, and retention. Proficient in leading CRM
platforms, including Zendesk, HubSpot, Freshdesk, Intercom, and Gorgias, with proven success in reducing
response times, streamlining workflows, and enhancing customer experiences. Adept at balancing efficiency
with empathy, and passionate about turning customer challenges into long-term trust and growth.
CORE SKILLS
● Remote Customer Support: Email, Live Chat, Phone Support, Asynchronous Communication
● CRM Tools & Remote Platforms: Zendesk, HubSpot, Freshdesk, Intercom, Gorgias
● Sales & Customer Retention: Upselling, Cross-Selling, Satisfaction, Loyalty Programs, Lead
Nurturing
● Remote Project Management: Trello, Asana, Monday.com (for team collaboration across time
zones)
● Communication Tools: Zoom, Slack, Google Meet, Microsoft Teams (for effective remote team
collaboration)
● Team Collaboration & Stakeholder Management
● Process & Workflow Optimisation: Workflow Automation, Task Delegation, Time
Zone Management
● Data Analytics & Insights: Google Sheets, Excel, Surveys, Customer Feedback Analysis
● Self-Management & Remote Collaboration: Working independently, coordinating across time
zones, and maintaining productivity with minimal supervision.
PROFESSIONAL EXPERIENCE
Sales Executive – The Upbeat Centre |Remote| Lagos, Nigeria | July 2025 – March 2026
● Generate new leads by proactively identifying potential clients and introducing them to the
company’s products and services, converting prospects into loyal customers.
● Handle inbound and outbound calls, messages, and inquiries from customers, providing
clear, empathetic, and informative communication.
● Educate clients about the company’s offerings and guide them through the purchasing process to drive
sales and ensure long-term loyalty.
● Manage appointments, bookings, and events using Microsoft Office tools and Pixie software, ensuring
accurate scheduling and seamless client experiences.
● Maintain up-to-date client records and engagement data, enabling efficient follow-ups and improved
customer relationship management.
● Blend sales and customer service by addressing client needs, resolving queries promptly, and fostering
strong relationships that enhance satisfaction and retention.
Project Management Intern
AFWM | Georgia, USA (Remote) | Jan 2025 – Apr 2025
● Led a remote customer support optimisation project, reducing ticket response times by 25% and
increasing customer satisfaction by 20% by utilising Gorgias CRM.
● Collaborated with the founder and remote team members across multiple time zones using Slack and
Zoom to plan, execute, and track project progress, ensuring 100% on-time project milestones.
● Integrated Trello and Slack to streamline workflows, improving task management efficiency by 30% and
enabling real-time updates for the team.
● Deployed Gorgias macros to automate common responses, reducing response delays by 40%, which
led to an increase in team productivity by 35%.
● Managed and tracked open tickets, resolving 98% of customer concerns within 24 hours,
improving overall team response times and customer satisfaction.
Virtual Assistant
Pazzy Clothings | Nigeria | Remote Sep 2024- Dec 2025
● Managed executive email inboxes using automation tools, reducing response times by 30% and
enhancing communication efficiency.
● Coordinated meetings, appointments, and travel via Google Workspace and Calendly, minimising
scheduling conflicts by 20%.
● Provided customer support through WhatsApp, leading to a 50% reduction in response times and
boosting client satisfaction.
● Implemented systems that improved communication response times, resulting in a 12% increase in
customer retention.
● Developed email response strategies, boosting engagement and conversions by 10%, supporting
retention and revenue growth.
● Managed calendars, organised appointments, and scheduled meetings using tools like Google
Meet and Zoom.
● Organised and categorised emails by setting up folders and labels, streamlining communication
processes
Executive Administrative Assistant | August 2023 – July 2024
● Coordinated 150+ high-level meetings annually, eliminating scheduling conflicts and improving
executive time management.
● Led email filtering and workflow automation, reducing response time by 40% and improving
efficiency. ● Implemented Trello and Asana for task tracking, enhancing project visibility and boosting
productivity by 25%.
● Facilitated cross-functional collaboration among stakeholders, ensuring alignment with business
goals. ● Spearheaded risk mitigation strategies, contributing to a 95% on-time project completion rate.
Customer Support Representative | Rainbow Food Nigeria | Sep 2021 – June 2023
● Customer-Centric Problem Solving: Identified and resolved key customer frustrations, such as late food
deliveries (up to 2 hours) and difficulty navigating the website, by implementing efficient solutions to
improve satisfaction and retention.
● Prompt and Personalised Responses: Managed customer inquiries across phone, email, and live chat,
ensuring response times of under 24 hours. This commitment led to a 98% customer satisfaction rate
and a 15% increase in customer retention.
● Cross-Department Collaboration: Worked closely with the kitchen (production) team to streamline the
order process, from confirmation to preparation, ensuring timely deliveries and reducing operational
delays that directly impacted customer satisfaction
● Website Usability Improvement: Collected customer feedback on website usability and collaborated
with the IT team to implement changes that improved user navigation and decreased abandoned carts
by 30%.
● Customer Engagement and Retention: Delivered personalised solutions and proactive service, which
contributed to a 15% increase in sales and a 20% improvement in client retention by making customers
feel valued and heard.
PROFESSIONAL DEVELOPMENT
● Google Project Management Certification (2024)
● Zendesk Omnichannel Agent Certification (2024)
● ALX Virtual Assistant Certification (2024)
● IBM Customer Engagement Specialist – Coursera
(2023) EDUCATION
Bachelor of Arts – Linguistics &
Communication Studies.
University of Port Harcourt, Rivers State (2017 – 2021)
