Muoneke Chimdinma Glory

MUONEKE CHIMDINMA GLORY Enugu, Nigeria (- –-Virtual Assistance || Customer Service Representative || Customer Support Specialist PROFESSIONAL SUMMARY I am an Experienced, dedicated, Versatile, detail-oriented Customer Support Specialist and Virtual Assistant with about 4+ years of experience providing exceptional support and ensuring projects are completed on time and with great precision. Strive in fast-paced, virtual environments following established procedures and practices to exceed all customer expectations while making acceptable innovations where needs call. Efficient in bringing innovative measures that enhance on-time delivery; focusing on providing top-notch client support, solution provision, and developing relationships to ensure customer loyalty and business growth. I am Skilled in offering exceptional organizational/administrative skills, fast-paced typing, great team player and excellent in ensuring effective communication. SKILLS • • • • • • • • • • • • Attention to details Stress Management Time Management Great team player Active listener Great People skills Excellent Phone and Email etiquette Customer satisfaction Computer literacy Works under little to no supervision Always ready to Learn Problem-solver • Great Adaptability to work in any environment • Skilled multi-tasker • Empathy towards customers • Good working knowledge of Communication and workspace management tools: Zoom, Loom, Slack, Click-up, Monday.com, Trello, Zoho, HubSpot, Zendesk, monday.com, Google Suite, Calendly, Microsoft office 365, Freshdesk etc. WORK HISTORY 11/2021 to 12/2023 Virtual assistant/Customer support specialist Et Certa Business Ventures • Maintained a detailed calendar to coordinate schedules, tasks, and appointments, book/set up meetings, with a view of time-zone differences, and send prompts and reminders. • Delegated and directed agendas aimed at driving the company's profitability profile. • Performs other administrative duties, data management, and support to enhance the smooth running of the office. • Enhanced Customer satisfaction from 25% to 87% within a period of 4 months • Increased Customer retention from 45% to 80% within a period of 6 months • Excellent written and verbal communication skills, with the ability to communicate subjects to a diverse audience. 12/2018 to 10/2021 Customer Service Representative Timotech Business Ltd. • Creating and continuously updating the customers' approach protocols while supervising their implementation to ensure customer success and impact the customer retention index positively. • Provides outstanding customer service, data entry, and processed orders for multiple clients exceeding all customer service expectations. • Consistently recognized for the quality and timeliness of reports, attention to detail, exemplary customer service delivery, and team-player attitude • Coordinates outgoing and incoming client calls for both internal and external customers to provide office, technical and other needed support; while keeping tabs on clients' needs, activities, and expectations to ensure satisfaction for client retention • Communicates innovative approaches and innovative approaches and procedures that would increase the efficiency of processes and products to increase our retaining/ managing/ recovering records. EDUCATION 2023 Bachelor of Medical Rehabilitation (PT) University Of Nigeria Enugu Campus TRAINING AND CERTIFICATIONS Digital Witch IT Support • Customer Support Skills • Customer Relation Management (CRM) tools e.g. Intercom, Freshdesk, HubSpot • Decision-Making Fundamentals • Appointment setting and scheduling tools e.g. Calendly, Pick time, Google calendar • Email Management • Google Workspace and Microsoft office 365 • Project management tools e.g. Trello, Asana, Monday.com, Click-up etc. • Phone and Email Etiquette Coursera • Technical Support Fundamentals • Bits and Bytes of Networking Allison • Introduction to Virtual assistant role Udemy • Professional Diploma in CRM Platforms Management (in view)