MERCY O. AVWENAGBIKU-| - |LinkedIn Profile
SUMMARY
Resourceful and detail-oriented Executive Assistant with a strong background in operations, customer
support, and stakeholder management. Proven ability to support senior leaders by coordinating schedules,
managing communications, and streamlining workflows. Skilled in cross-functional collaboration, report
preparation, and maintaining confidentiality in high-pressure environments. Tech-savvy and proactive, with
a reputation for delivering excellence in fast-paced, remote, and hybrid settings.
WORK EXPERIENCE
Admin/ Operation Support
February, 2024–Present
CuriousLab Academy - Lagos, Nigeria (Remote)
● Manage all back-end operations for a virtual academy serving UK-based students.
● Oversee class scheduling, team communication, calendar management, and digital file organization
using Google Workspace and Trello.
● Moved internal tutor communication from WhatsApp to Slack, improving team coordination and
message visibility.
● Maintain records, track tasks, and support the Lead Instructor with day-to-day virtual classroom
logistics.
● Handle inbox monitoring, parent follow-up, and student on-boarding to ensure smooth operations
across sessions.Assist in customer support via email and ensure all queries are resolved promptly and
professionally.
Customer Support
August 2023–June, 2024
Lugo Agency - London, UK (Remote)
● Delivered top-tier customer support, handling an average of 50+ daily inquiries across multiple channels
(email, chat, and phone).
● Achieved a 95%+ customer satisfaction rating, resolving issues efficiently while maintaining a positive and
empathetic tone.
● Troubleshot complex technical issues, guiding customers through resolutions and escalating cases when
necessary.
● Utilized CRM software (HubSpot, Slack) to track customer interactions, ensuring seamless follow-ups
and case resolution.
● Developed comprehensive knowledge base articles and FAQs, reducing inbound support tickets by 15%.
Admin / Operations Personnel
January 2021–July 2023
Emperor Telecoms- Lagos, Nigeria (Hybrid)
● Managed a team of Client Service Representatives, overseeing daily operations and ensuring top-tier
customer service delivery.
● Managed email correspondence with clients ensuring timely and professional response..
● Provided direct administrative support to executive leadership, including calendar coordination, data
entry, meeting prep, and internal reporting.
● Aligned daily operations with executive goals, supporting timely and informed decision-making.
● Collaborated with product and sales teams to align customer service efforts with business objectives,
improving customer acquisition and retention.
● Optimized customer service workflows, reducing average resolution time by 30% and increasing efficiency.
● Implemented CRM tools (HubSpot, Zoho) to track and analyze customer interactions, providing datadriven insights for service improvements.
● Launched a customer feedback and survey system, using insights to drive improvements and enhance
service quality.
● Developed key performance indicators (KPIs) to measure and optimize customer service performance.
● Reduced customer churn rate by 20% by addressing pain points through strategic service enhancements.
Administrative Assistant
August 2014–June 2016
Christ Embassy - Lagos, Nigeria
● Manage the CSO’s calendar, schedule meetings, coordinate appointments, and ensure timely
reminders.
● Organize, file, and maintain confidential security reports, incident logs, access control records, and
internal correspondence.
● Assist in planning and coordinating security operations during church programs, conferences, or special
events.
● Prepare meeting agendas, take minutes, and follow up on action items related to security planning and
departmental updates.
● Draft memos, internal communications, and official reports under the supervision of the CSO.
EDUCATION
Master of Engineering, Food Science,
Lanzhou University of Technology - Lanzhou, China
Bachelor of Technology, Food Science and Technology,
Federal University of Technology - Akure, Nigeria
July 2020
November 2012
SKILLS
✔Customer Relations & Support – CRM (HubSpot, Slack) | Conflict Resolution | Patience
✔Administrative & Operations – Strategic Planning | Self-Management | Prioritization
✔Research & Analysis – Data Analysis | Technical Writing | Attention to Detail
✔Process Optimization & Service Delivery – Workflow Automation | Client Experience Enhancement | KPI
Monitoring
✔Software Proficiency – Google Workspace | Design Software | Quickbook | Asana
✔Communication & Active Listening – Verbal & Written Communication | Negotiation | Emotional
Intelligence
CERTIFICATION
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People Management Skills – CIPD (Chartered Institute of Personnel and Development)
Career essentials in Administrative Assistance– Microsoft & Linkedin
Customer Service, Customer Support & Experience – Udemy
Trello Essental Training – LinkedIn
Human Resources: Protecting Confidentiality- LinkedIn
Commonwealth 100: Open-source Leadership Program – Commonwealth
ALX Virtual Assistant Certificate – ALX Africa
American Society of Administrative Professionals(ASAP)- Member
INTERESTS
Traveling | Nature & Wildlife Conservation | Board Games | Beaches
LANGUAGES
English – Fluent | Chinese – Conversational | Yoruba – Conversational | Pidgin English –
Fluent
