Mercy Felix

MERCY FELIX AKPAN Customer Support Specialist || Virtual Assistant Nigeria || - ||-|| Linkedin PROFESSIONAL SUMMARY Organized and client-focused Virtual Assistant & Customer Support Representative with over 8 years of progressive experience delivering administrative support, customer service, and business assistance across diverse industries. Proficient in managing executive calendars, coordinating virtual meetings, handling customer inquiries, and ensuring accurate documentation with strict attention to detail. Skilled at leveraging CRM systems, communication platforms, and productivity tools to streamline workflows, resolve customer concerns, and maintain operational efficiency. Recognized for professionalism, adaptability, and problem-solving skills in fastpaced environments, with a proven ability to balance multiple priorities while meeting deadlines. Adept at working independently or collaboratively to provide seamless support that enhances client satisfaction and strengthens organizational reputation. Known for building strong relationships with customers and stakeholders, optimizing digital communication channels, and consistently contributing to organizational success. CORE COMPETENCIES           o Technical Skills CRM Administration & Optimization Business Process Automation Virtual Scheduling & Appointment Coordination Project & Task Management Digital Document Creation & Management Data Handling & Reporting Digital Communication & Team Collaboration Workflow Mapping & Internal Automation Time & Service Level Agreement Management Virtual Productivity & Support Operations           o Cross-Functional Skills Calendar & Appointment Management Email, Inbox & Phone Management Customer Relationship Management Task & Workflow Optimization Time Management Across Multiple Time Zones Discretion & Confidentiality in Data Handling Strong Written & Verbal Communication Adaptability in Remote Environments Task Coordination & Follow-through Empathy and Attention to Detail WORK HISTORY Executive Virtual Assistant | Remote, BANKZ ENTERPRISE | NIGERIA. Nov 2023 To Sept 2024.       Provided end-to-end executive support remotely, managing calendars, social media accounts, and scheduling travel across multiple time zones, reducing scheduling conflicts by over 30% and ensuring smooth executive operations. Drafted and proofread professional correspondence, prepared business reports, and created presentations that supported strategic decision-making. Handled digital communications via email, phone, maintaining timely responses to client and internal inquiries. Organized and facilitated virtual meetings via Zoom and Google Meet, including agenda preparation, minute-taking, and follow-up task tracking. Managed confidential information with strict discretion, reducing delays by 20% and improving workflow efficiency. Monitored task progress, set reminders, and ensured deliverables were completed on time, contributing to smoother executive operations. Customer Support Specialist | Hybrid, NEWEDGE FINANCE LIMITED | NIGERIA. Oct 2022 – Oct 2023.       Responded to 60+ inquiries daily across phone, email, and walk in, maintaining a 92% satisfaction rating. Guided clients through loan applications, repayment processes, and financial product options, leading to a 15% increase in successful applications. Updated and maintained client records in CRM systems with 100% accuracy and zero compliance errors. Balanced client support with sales responsibilities, consistently exceeding monthly targets and contributing to a 20% increase in company revenue. Handled escalated complaints, proactively resolving issues and reducing customer churn by 18%. Produced weekly reports on customer service metrics, feedback, and sales performance, giving management data-driven insights to improve processes. Brand Success Manager | On-Site, VIVO PHONE BRAND | NIGERIA. Jan 2022 To Sept 2023.     Acted as a point of contact for customers, handling weekly inquiries across in-store, phone, and social media channels. Delivered engaging virtual and onsite product demonstrations, improving customer conversions. Assisted with technical troubleshooting, warranty claims, and after-sales services, reducing escalations. Promoted new product launches and marketing campaigns, consistently achieving monthly sales targets. Floor Sales Manager | On-Site, WILKUKS & JOHOVANNI ENTERPRISE | NIGERIA. Jan 2020 – Dec 2022.     Resolved escalated customer issues, maintaining a 95% resolution rate and improving client satisfaction. Monitored daily sales, tracked KPIs, and prepared reports using Google Sheets for management decision-making. Implemented workflow improvements that reduced service delays by 20%, supporting a revenue increase. Designed and delivered training programs, boosting response times by 30% and overall team efficiency. Teaching Assistant | On-Site, TREASURE INTERNATIONAL SCHOOL | NIGERIA. Sept 2016 – Dec 2019.     Supported lead teacher with lesson planning, grading, and classroom administration for students daily. Maintained accurate student records, attendance, and performance reports with zero documentation errors. Provided virtual learning support, improving overall student performance and engagement. Facilitated effective communication between teachers and parents via emails, newsletters, and other school platforms. Customer Service Representative | Hybrid, PERON COMMUNICATIONS | NIGERIA. May 2014 – Aug 2016.     Assisted customers daily via phone, email, and in-person, resolving billing, order, and service issues promptly. Processed customer orders and managed accounts with 98% accuracy, ensuring smooth transactions. Resolved complaints within SLA timelines, contributing to a 10% increase in repeat business. Maintained detailed call logs and weekly reports to support data-driven service improvements. EDUCATION Diploma | SSCE DIVINE GRACE INSTITUTION | NIGERIA | 2014.  Developed strong foundation in communication, organization, and digital literacy applicable to customer relationship, operations and reporting. TRAINING AND CERTIFICATIONS In-Demand Digital skills DIGITAL WITCH SUPPORT COMMUNITY | 2025  Acquired working knowledge of CRM platforms, Google Workspace, Microsoft Office Suite, and helpdesk tools such as Hubspot, Freshdesk, and practiced simulated issue resolution under SLA time constraints. TOOLS AND PLATFORMS      CRM & Helpdesk Systems: HubSpot, Freshdesk Email Marketing & Outreach: Lemlist, Apollo Project & Task Management: Trello, Monday.com Document Control: Docs, Sheets, Word, Excel Automation & Integration: Zapier, Make LANGUAGE  English [Fluent]      Communication Tools Gmail, Slack, Teams Collaboration Tools: Drive, Dropbox Scheduling: Calendly, Google Calendar, Pick Time SLA Time Tracking: Clockify, Time Doctor Report Generation & Analytics: Google Sheets, Excel