Milicent Abah
Virtual Assistant & Customer Support Agent
PERSONAL INFORMATION
Address - Port Harcourt, Nigeria.
LinkedIn || Portfolio || Professional Certificates
SUMMARY
Dynamic Virtual Assistant and Customer Service Professional with 4 years of experience supporting
visionary founders and senior leaders across global organizations. Proven track record of driving 40%
engagement growth, achieving 30% operational efficiency gains, and delivering exceptional client
experiences that strengthen loyalty and satisfaction. Skilled in managing complex calendars, streamlining
workflows, resolving customer inquiries, and elevating brand presence through strategic communication and
digital execution. Trusted for discretion, initiative, and the ability to bring clarity and calm to fast-paced,
high-pressure environments.
EDUCATIONAL BACKGROUND
University of Nigeria, Nsukka – Enugu, Nigeria
BSc. Pure and Industrial Chemistry
September 2012 – July 2016
PROFESSIONAL WORK EXPERIENCE
Virtual Assistant
IMMERSE Coaching Company – (Remote)
July 2023 – August 2025
Collaborated with the executive team to coordinate internal operations, draft communication, and
manage shared digital workspaces and tasks via Google Docs and Trello.
Answered and directed phone calls, emails, and inquiries while guiding clients through available
services in the document preparation process.
Managed social media strategy, daily scheduling, community engagement, and influencer collaborations
to drive campaign visibility and lead conversion.
Prepared and distributed marketing mailers and client information packets to support outreach efforts and
enhance client engagement.
Customer Support Agent
KAREN Blacks Foundation – (Remote)
May 2021 – July 2025
Respond to an average of 60+ inbound calls daily, resolving customer inquiries promptly with a 95%
satisfaction score.
Collaborate closely with cross-functional teams to escalate and resolve complex issues within 24 hours,
enhancing service delivery.
Maintain accurate, well-documented records of customer interactions in CRM systems, reducing followup delays by 30%.
Assist in onboarding and mentoring new customer service agents, providing structured training on service
protocols and call etiquette.
Implement performance feedback from QA reviews, improving personal service metrics and productivity
by 20% in six months.
VOLUNTEER ROLE
Programs Coordinator & Virtual Assistant
City on a Hill (COH) – (Part-time)
January 2025 – Present
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Coordinated programs, events, and outreaches impacting 500+ beneficiaries, while managing front desk
operations and welcoming 200+ visitors monthly.
Answered and directed phone calls, emails, and inquiries, reducing response delays by 30%, and
documented project plans, proposals, and reports that improved donor engagement.
Scheduled appointments, managed calendars, and supported room reservations for community
programs, ensuring 100% on-time execution of activities and initiatives.
Prepared newsletters, decks, and packets while assisting with filing, data entry, and guest registration,
contributing to a 15% increase in efficiency and outreach growth.
TRAINING EXPERIENCE
Proficiency in Customer Service Excellence
Kuzang Global Limited – Nigeria
August 2025
● Completed 6 weeks intensive training in customer service excellence, complaint management,
and effective communication skills.
● Participated in structured role-play scenarios to develop empathy, problem-solving abilities, and
client retention techniques.
● Learned strategies for managing difficult customers while maintaining professionalism and
delivering quality service.
● Acquired practical knowledge of service workflows, including inquiry resolution, escalation
processes, and follow-up procedures.
Call Handling & Customer Engagement Training
Calls Expert USA
October 2024
● Completed 6 weeks practical training in inbound/outbound call handling, active listening, and
conflict resolution strategies.
● Assisted in managing live customer interactions under supervision, ensuring consistent quality
service delivery.
● Learned effective use of scripts, CRM tools, and call flow management to maintain professionalism
and efficiency.
● Participated in simulated role-play scenarios to practice handling challenging customer situations
with calm and effective resolution.
SKILLS
Executive Support: (Calendar management, Travel, Communication, Email filtering, Presentations)
Digital & Ops Tools: (Google Workspace, Microsoft Office Suite, Asana, Trello, Canva, CRM)
Communication & Content: (Social media management, Reporting, Graphic design,)
STRENGTHS
● Technical proficiency and advanced skills in Microsoft Office Suite, Google Workspace and CMS
platforms.
● Design visually impactful and engaging content using Canva, combining creativity with strategic
intent to communicate ideas clearly and elevate brand presence.
● Exceptional ability to manage multiple tasks and projects, prioritize effectively, and meet deadlines.
● Excellent verbal and written communication abilities, with a focus on clear and professional
correspondence.
● Proven ability to work independently in a remote environment, maintaining productivity and
efficiency.
● Attention to detail with thoroughness in handling various responsibilities with precision.
● Strong phone handling skills for managing client calls, inquiries, and follow-ups with professionalism.
● Experience with basic ChatGPT and AI tools to support task automation, drafting, and content
generation.
REFERENCES
Available on Request.
