Contact
Uyo, Nigeria
- (Mobile)-
www.linkedin.com/in/
millicentumoh-virtualassistant
(LinkedIn)
www.upwork.com/freelancers/
~01a27f1ee50aa59e3d (Other)
Top Skills
Analytical Skills
Tracking Budget Expenses
Invoicing
Certifications
Data Entry Academy Certificate
Certified IT Support Specialist
Millicent Umoh
Virtual Assistant | Customer Support Specialist | Operations
Assistant | Administrative Support
Uyo, Akwa Ibom State, Nigeria
Summary
I am a seasoned virtual assistant with over seven years of
experience in administrative roles, operations, and customer service.
My primary goal is to help businesses run smoothly and efficiently
by providing reliable support. I provide personalized support that
aligns with your objectives and enhances overall productivity in the
following areas:
✅ Administrative Support: Calendar management, email
management, appointment scheduling, invoicing, expense tracking,
travel arrangements, document management, and more.
✅ Operations Assistance: Workflow management, Process
Improvement, and project coordination, HR-related tasks, training,
and onboarding.
✅ Customer Service Coordination: Managing customer inquiries,
coordinating with support teams, and ensuring timely resolution of
issues.
✅ Multichannel Customer Support: Handling inquiries via email, live
chat, and phone
Utilizing tools like HubSpot, Zendesk, Freshdesk, and Intercom to
efficiently handle support tickets, provide real-time assistance, and
maintain detailed records
Software Proficiency:
✅ Customer Support: Zendesk, Freshdesk, Intercom
✅ Remote Support: AnyDesk, Team Viewer, LogMeIn
✅ Customer Relationship Management (CRM): Hubspot, Zoho CRM
✅ Virtual Meeting: Zoom, Google Meet, Microsoft Teams
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✅ Scheduling: Calendly, Picktime, Google Calendar
✅ EmailManagement: Gmail, Microsoft Outlook, Thunderbird
✅ Travel Arrangement: Booking.com, Priceline, Airbnb, Kayak, TripIt
✅ Design and Presentation: Canva, Google Slides
✅ Email Marketing: Lemlist
✅ Lead Generation: Apollo.io, LinkedIn Sales Navigator
✅ Workflow Automation: Zapier
✅ Project Management: Asana, Trello, ClickUp, Monday.com
✅ Team Communication: Slack, Zulip
✅ Telehealth Appointment Scheduling: Tebra, Doxy.me, Zocdoc,
Epic Systems
Whether you are a startup experiencing rapid growth, or an
established business looking to optimize your operations, my
services are flexible and scalable to meet your needs. I offer flexible
hours and can adapt to your business's peak times. Let's connect
and discuss how I can contribute to your business's success.
Experience
Upwork
Virtual Assistant and Customer Support Specialist
January 2021 - Present (3 years 8 months)
Remote
Provide comprehensive administrative support to clients, including calendar
management, email management, travel planning, expense tracking, and
project management.
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Deliver exceptional customer support on behalf of businesses or clients via
phone, email, chat, or social media.
Streamline workflows and implement data management systems for improved
efficiency.
Bet9ja
Customer Service Supervisor
April 2016 - January 2021 (4 years 10 months)
Nigeria
Led a team of 5 customer service representatives, ensuring the delivery of
exceptional service to over 10,000 customers weekly.
Implemented training programs that improved team efficiency by 25%,
resulting in a 30% reduction in average response time.
Developed and enforced customer service protocols, resolving 95% of
customer complaints on the first contact.
Optimized workflows and enhanced team performance contributing to a 20%
increase in customer satisfaction ratings.
Ohimini Local Government Council Secretariat
Administrative Assistant (NYSC)
May 2015 - April 2016 (1 year)
Benue, Nigeria
Organized and maintained over 500 official documents and records, ensuring
easy retrieval and compliance with local government regulations.
Managed incoming and outgoing correspondence, processing an average of
50 letters and emails per week.
Scheduled and coordinated meetings, preparing agendas, and taking minutes.
Monitored and replenished office supplies, reducing shortages by 20% through
efficient inventory management.
Winas Bet
Customer Service Representative
June 2013 - March 2015 (1 year 10 months)
Uyo, Akwa Ibom State, Nigeria
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Placed bets for over 100 customers daily, responded to inquiries, and resolved
issues.
Created and managed betting accounts.
Informed customers about ongoing promotions and offers, increasing
participation by 25%.
Processed an average of 200 transactions per day, including cash deposits,
withdrawals, and payouts.
Ensured accurate cash handling and balanced the cash register at the end of
each shift, maintaining a 99% accuracy rate.
Maintained detailed records of all transactions, ensuring compliance with
company policies and regulations.
Education
University of Uyo
Bachelor of Arts (B.A.), Communication Arts · (November 2009 - October
2014)
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