Milcah Inuwa

MILCAH INUWA/VIRTUAL ASSISTANT Email:-Phone:-,- LinkedIn:Milcah Inuwa PROFESSIONAL SUMMARY Results-driven Virtual Assistant and Customer Support Specialist with 3+ years of experience delivering high-quality email, chat, and phone support in fast-paced, remote environments. The professional has proven skills to handle between 50 to 100 customer interactions every day while improving the efficiency of both inbox and ticket systems and sustaining correct records in CRM databases. The ALX certification demonstrates my advanced knowledge of administrative work, scheduling tasks, and managing data while solving basic technical problems. The organization recognized me for my ability to decrease response times while improving customer satisfaction through my strong teamwork skills with international colleagues. CORE COMPETENCIES Customer Support through Email and Chat and Phone | CRM Management | Ticketing Systems | Inbox Improvement Calendar Management and Schedule Management | Data Entry Work and Documentation Work | Internet Research Work Basic Technical Support | Protection of Sensitive Information | Time Tracking | Teamwork from Remote Locations TOOLS Google Workspace | Microsoft Office | Gmail | Outlook Zoom | Slack | Microsoft Teams | CRM Systems ChatGPT | Data & Documentation Tools PROFESSIONAL EXPERIENCE Customer Support Virtual Assistant (Remote – Freelance) ALX Virtual Assistant Program | 2024 – Present • • • Handled between 50 and 100 customer inquiries every day through email and chat and phone while maintaining accurate responses and professional conduct. Achieved better response efficiency by implementing streamlined processes for inbox management and ticket handling which led to shorter time needed to complete tasks. Maintained accurate customer information by updating and maintaining CRM records which tracked customer interactions. • • • Provided support for account creation subscription changes and order processing which resulted in improved customer retention results. Provided basic technical support to solve common problems while they sent advanced technical issues to the appropriate teams for resolution. I completed data entry tasks at a volume which required 99 percent accuracy while maintaining strict security measures to protect data confidentiality and integrity. Worked together with my team to support operational tasks and create work schedules while using different time zones to communicate with remote teams Assistant Supervisor Ndackson and CO Ltd, Abuja | 2023 – Present • • • • I Coordinated communication between clients and internal teams, improving service delivery efficiency I Resolved customer complaints, which led to increased client satisfaction and retention I Supervised staff performance, which ensured staff members followed company standards and policies I Managed all administrative and HR tasks, which included handling documentation and reporting I supported operational workflow improvements, which helped the team become more productive at work Customer Service Officer Resort Savings and Loan | 2022 – 2023 • Managed customer questions and complaints according to established response time limits while maintaining service standards. • I helped with the account opening process and customer onboarding, which resulted in better customer service. • Enlightened clients about financial products, which helped them to use these products more frequently. The process required me to keep correct records of all customer information and related documents. KEY ACHIEVEMENTS • Managed high-volume support (50–100+ daily inquiries) with consistent quality delivery • Maintained high data accuracy (99%) in CRM and documentation tasks • Contributed to improved response times and customer satisfaction through workflow optimization • Successfully supported remote teams and international clients with minimal supervision EDUCATION & CERTIFICATIONS • B.Sc. Sociology – Gombe State University • ALX Virtual Assistant Certificate – 2024 • Project Management Professional (PMP) – 2017 • Practical Email Marketing (Learn Smart) – 2026 • UK Agent & Counsellor Training Certification – British Council, 2026 • Chartered Institute of Personnel Management (CIPM) – In View