Ngozi Eribo

Ngozi Nkemnaso m Eribo Proven track record in enhancing client satisfaction and brand General Virtual Assistant environment and efficient issue resolution. Experience delivering visibility as a General Virtual Assistant at Upwork, leveraging skills in social media management and customer support. Excelled in project coordination and CRM systems, significantly improving business processes. Demonstrated exceptional team collaboration and technical support abilities, contributing to a positive work customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, Contact scheduling, data entry and database administration. Organized Address maintaining and developing administrative and procedural Onitsha , AN, 41102 processes. Focused and communicative individual possessing superb Phone - E-mail-WWW https://bold.pro/my/ngozieribo- /457r>Bold Profile Virtual Assistant dedicated to improving accuracy and efficiency by data entry, time management and customer service skills. Offering 3 years of experience providing quality administrative support to clients. Work History- General Virtual Assistant Upwork, Remote Experience Skills Customer Support Email and Newsletter Social Media Management United Bank for Africa (UBA) Position: Customer Service Representative Duration: 2008 – 2021 (13 years) Location:Anambra Key Responsibilities and Achievements: Appointment Setting Email Management Spreadsheet Management Online research Calendar Management Calendar Management: Maintained a well-organized calendar system, tracking over 100 deadlines, events, and appointments monthly for optimal time management. Customer Service: Enhanced client satisfaction by providing exceptional customer service through prompt and professional email Social Media Management correspondence, achieving a 95% customer satisfaction rate. Languages Social Media Management: Managed social English, igbo: Native engagement by 30% across multiple platforms. language Financial Management: Contributed to financial media accounts, increasing brand visibility and management by invoicing clients promptly and accurately, reducing overdue invoices by 20%, while tracking expenses to maintain a budget variance of less than 5%. Data Analysis: Analyzed key performance metrics and provided actionable insights, leading to a 15% improvement in business processes and outcomes. Content Creation: Developed engaging content for blogs, newsletters, and social media, increasing audience interaction and brand loyalty by 25%. Project Coordination: Coordinated and executed various projects from conception to completion, ensuring all deliverables were met on time and within budget, with a 100% on-time delivery rate. Document Management: Streamlined document management processes by organizing and maintaining over 5,000 digital and physical files for easy access and retrieval. Customer Relationship Management: Utilized CRM systems like HubSpot and Salesforce to manage customer data, track interactions, and nurture client relationships, resulting in a 20% increase in customer retention. Email Marketing Campaigns: Designed and implemented targeted email marketing campaigns using tools like MailChimp and MailerLite, resulting in a 40% higher open rate and a 25% increase in conversion rates. Technical Support: Provided technical support and troubleshooting for clients, ensuring minimal downtime and efficient resolution of issues, achieving a 90% first-call resolution rate. Team Collaboration: Worked collaboratively with team members and stakeholders to achieve common goals and foster a positive work environment, contributing to a 10% increase in team productivity. Training and Development: Conducted training sessions for new hires and existing staff on various tools, software, and best practices, enhancing overall team competency and reducing onboarding time by 30%. Testimonial: "I had the pleasure of working with Ngozi for over a decade at UBA. Her dedication, expertise, and leadership skills were evident in her daily interactions with both clients and colleagues. She consistently went above and beyond to ensure customer satisfaction and played a vital role in the branch's success. Ngozi's ability to manage complex banking operations with ease and her commitment to excellence make her an invaluable asset to any organization." – Chika Anyogu ,Business Operations Manager 2008-04 - Customer Service Representative 2021-10 United Bank For Africa, UBA, Anambra Nigeria Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. Resolved escalated customer issues, restoring confidence in company's commitment to service excellence. Participated in training programs to enhance product knowledge and customer service skills. Education- Master of Science: Business Administration And Management Chukwu Odumegwu Ojukwu Universiity - Anambra Nigeria 2018-03 Bachelor of Science: Business Administration And Management Chukwu Odumegwu University - Anambra Nigeria Certifications 2024-01 Customer analytics by Coursera 2024-03 Digital Marketing by Coursera 2024-04 Project Management by Coursera 2024-04 Hubspot and ticketing by Coursera 2024-04 Cold Calling By Udemy Interests Digital Marketing: Reflects your passion for promoting brands and growing businesses online. Public Speaking and Motivational Speaking: Showcases your interest in inspiring and engaging audiences. Technology and Gadgets: Highlights your enthusiasm for the latest tech trends, especially in phones and accessories. Social Media Management: Indicates your interest in managing and growing social media accounts. Travel and Exploration: Demonstrates your curiosity and appreciation for different cultures, which can be valuable in understanding diverse markets. Content Creation: Shows your love for creating engaging content, whether it's written, visual, or video. Entrepreneurship and Business Development: Reflects your interest in helping businesses grow and succeed. Continuous Learning and Personal Development: Highlights your commitment to self-improvement and staying updated in your field. Accomplishments Digital Marketing : Reflects your passion for promoting brands and growing businesses online. Public Speaking and Motivational Speaking : Showcases your interest in inspiring and engaging audiences. Technology and Gadgets : Highlights your enthusiasm for the latest tech trends, especially in phones and accessories. Social Media Management : Indicates your interest in managing and growing social media accounts. Travel and Exploration : Demonstrates your curiosity and appreciation for different cultures, which can be valuable in understanding diverse markets. Content Creation : Shows your love for creating engaging content, whether it's written, visual, or video. Entrepreneurship and Business Development : Reflects your interest in helping businesses grow and succeed. Continuous Learning and Personal Development : Highlights your commitment to self-improvement and staying updated in your field. Projects Client Testimonials Project: VA - Email Marketing Rating: 5.00 (Mar 11, 2024 - May 25, 2024) Feedback: "I hired Ngozi after finding her on Upwork to help with administration and email marketing for my bridal hair and makeup business. As the owner, I was looking for strategies to boost client engagement and attract new customers. Ngozi far exceeded my expectations. In addition to implementing a targeted email campaign, she also provided valuable insights on how I could better leverage social media as a bridal hair and makeup artist. Ngozi's customer service was top-notch. She communicated promptly and made herself available to answer any questions. I could tell she genuinely cared about the success of my small business. I will definitely be continuing to hire Ngozi for future projects through Upwork. Her expertise and dedication to ensuring customer satisfaction made her a dream to work with. I highly recommend Ngozi to any other business owners on Upwork looking to take their marketing to the next level." Career Goals Project: VA - Various Projects Rating: 5.00 Feedback: "Ngozi is great. This is the second time I have hired her with the project. It's always a great experience. And I will continue to use her services in the near future." public speaking traveling ,social media management, technology Professional Experience United Bank for Africa (UBA) Position: Customer Service Representative Duration: April 2008 – Oct 2021 (13 years) Location: Anambra Key Responsibilities: Managed daily operations and ensured smooth functioning of banking activities. Provided exceptional customer service, resolving client inquiries and issues efficiently. Led a team of [number] staff members, fostering a collaborative and productive work environment. Conducted training sessions for new employees on banking procedures and customer service. Developed and implemented strategies to enhance customer satisfaction and retention. Ensured compliance with banking regulations and policies. Handled financial transactions, including deposits, withdrawals, and loan processing. Prepared financial reports and maintained accurate records. Achievements: Successfully increased customer satisfaction scores by [percentage] through targeted service improvements. Played a key role in the implementation of a new banking software system, resulting in improved efficiency and reduced processing times. Recognized for exceptional performance with [specific awards or recognitions]. Contributed to the growth of the branch by [specific achievements, e.g., increasing the number of new accounts, boosting loan approvals, etc.]. Testimonial: "I had the pleasure of working with Ngozi for over a decade at UBA. Her dedication, expertise, and leadership skills were evident in her daily interactions with both clients and colleagues. She consistently went above and beyond to ensure customer satisfaction and played a vital role in the branch's success. Ngozi's ability to manage complex banking operations with ease and her commitment to excellence make her an invaluable asset to any organization." –Supervisor Chika Anyogu,Operations Manager