Nwatu Ifechukwu

IFECHUKWU NWATU​ ​ Anambra, Nigeria | - |-| LinkedIn PROFESSIONAL SUMMARY Results-driven Virtual Assistant, Customer Support & Sales Specialist with 3+ years’ experience in transforming operational complexity into streamlined, efficient workflows. Proven ability to combine empathy-driven service with technical proficiency to boost productivity, automate processes, and maintain 92%+ CSAT in fast-paced, remote environments. Driven to create financial opportunities through client success, aligning sales goals with mission-driven impact. CORE SKILS, COMPETENCIES AND ACHIEVEMENTS Administrative Support & Virtual Assistance ●​ ●​ ●​ ●​ ●​ ●​ ●​ Good working knowledge of Communication and workspace management tools: Zoom, Loom, Slack, Click-up, Monday.com, Trello, Asana, Zapier, Make.com, Airtable, HubSpot, ZenDesk, Monday.com, Google Workspace, Microsoft 365 etc. Communicates innovative approaches and procedures that would increase the efficiency of processes and products to increase our ability to retain/manage/recover records. Ensures office equipment runs smoothly and properly and manages the applicable inventories, orders/replaces equipment, and supplies. Orchestrate Zoom and Google Classroom schedules for high-school sessions and virtual boot camp events (Digital Witch Community, 2300+ students). Maintain pristine student records and gradebooks in Excel; type and format lesson plans, reports, and correspondence. Managed logistics for guest speakers and virtual events; designed and maintained Airbnb-style itineraries. Implements Zapier automations for recurring tasks—saving clients up to 5 hours/week. Customer Support & Service Excellence ●​ Handled 2,300+ HubSpot support tickets at Digital Witch Community, reducing repeat requests by 35% while preserving a 92% CSAT. ●​ Managed 60–80 daily interactions via Freshdesk and Intercom at a Local maternity clinic; cut no-show rates by 45% with proactive follow-ups. ●​ Conducted post-resolution follow-ups and escalations, ensuring 100% satisfaction on critical cases; coached junior agents on tone and SLA adherence. ●​ Effectively managed contract, achieving the customer's expectations ●​ Provides outstanding customer service, data entry, and processes 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. Sales, Lead Generation & Outreach Campaigns ●​ Collaborates with the sales team to implement as well as analyze sales and marketing initiatives to drive revenue.​ Generated leads and conducted cold/warm calls, achieving a 20% uplift in demo appointments for tech-training programs.​ Crafted targeted campaigns using Mailchimp and Lemlist; tracked opens and conversions to refine messaging and boost click-through rates by 18%. Technical Troubleshooting & Project Coordination ●​ Diagnose hardware/software issues and led Zoom/Google Meet workshops for remote cohorts; authored knowledge-base guides to reduce repetitive tickets. ●​ Designed and managed Asana and Trello boards for multi-stage projects and tasks—boot camp curriculum rollout, high-school coding club initiatives, and clinic appointment flows. ●​ Automated onboarding pipelines and tagging in HubSpot; maintained accurate customer life-cycle records compliant with GDPR standards. Research & Communication ●​ Able to work with many kinds of clients in a wide variety of fields. Excellent at researching clients' brands, industries, and markets very quickly and efficiently. ●​ Ability to influence, attract, build relationships, and retain talents; coach, develop and support employees at all times, and professionally to yield a great team, facilitate teamwork, and eventual success. ●​ Excellent written and verbal communication skills, with the ability to communicate subjects to a diverse audience. Soft Skills & Continuous Improvement ●​ Balanced concurrent roles—VA, support agent, team lead—while meeting tight deadlines and shifting priorities with ease. ●​ Anticipated client needs and instituted proactive solutions (e.g., daily digests, buffer blocks) to prevent bottlenecks. ●​ Led a 10-member high-school coding team in SDGs outreach; grew membership by 55% and delivered community presentations on sustainable developments. WORK EXPERIENCE Personal Assistant – Educational Support​ Freelance | Sep 2023 – Present ●​ Enter and maintain student records, including grades and attendance, using Microsoft Excel. ●​ Assist in grading assignments, classwork, and exams, ensuring timely feedback for students. ●​ Type and format various educational documents, such as lesson plans, reports, and correspondence. ●​ Draft and send emails to parents and students regarding academic updates and announcements. ●​ Organize and manage virtual classes using Zoom and Google Classroom, including scheduling and troubleshooting technical issues. ●​ Upload students' results and maintain academic records on the school's online portal. Skills initiated: Data Entry, Microsoft Excel, Google Sheets, Email Communication, Zoom, Google Classroom, Document Formatting, and Educational Support. Customer Service Representative -- Customer Support Agent​ Digital Witch Support Community / Aug 2023 – Dec 2024 ●​ Delivered end-to-end support for 2300+ students in a 7-week IT Support boot camp, troubleshooting hardware/software issues and navigating HubSpot CRM ticketing systems. ●​ Managed live chat and email inquiries, maintaining a 92%+ CSAT by providing empathetic, clear, and efficient resolutions. ●​ Created and updated knowledge-based articles and step-by-step guides, reducing repetitive tickets by 35%. ●​ Coordinated virtual Q&A sessions and screen-share workshops via Zoom and Google Meet, ensuring smooth, interactive learning experiences. ●​ Automated onboarding workflows in HubSpot—issuing access, tagging contacts, and tracking progress. ●​ Conducted post-resolution follow-ups to verify customer satisfaction and address any remaining concerns. ●​ Collaborated with internal teams to implement Students feedback, enhancing overall service delivery. Live Chat Support & Appointment Setter​ Local Maternity Clinic / Dec 2021 – Apr 2024 ●​ Handled 60–80 daily live-chat interactions via Intercom and Freshdesk, delivering timely triage, empathy, and accurate medical support. ●​ Set and confirmed appointments using Calendly integration—reducing no-show rates by 45% through proactive reminders and follow-up messaging. ●​ Entered and maintained patient data (demographics, visit notes) in the clinic’s CRM, ensuring GDPR-compliant record-keeping. ●​ Drafted and dispatched patient communications (prep instructions, post-visit surveys) via email, improving patient satisfaction and retention. ●​ Liaised with clinical staff to escalate urgent cases and coordinate care-team handoffs, ensuring seamless, patient-centered service. VOLUNTEER EXPERIENCE Administrative Assistant & Team Lead​ SETS STAR CLUB 4 SDGs / Sep 2021 - Aug 2023.​ A passionate high-school volunteer with SETS STAR CLUB 4 SDGs, led a team of 10 peer coders and helped drive our association’s mission to educate, empower, and enact positive change through the SDGs: ●​ Leadership & Coordination: ​ Guided and motivated a team of ten student coders, assigning project roles, tracking progress, and delivering weekly check-ins to ensure tasks stayed on schedule. ●​ Community Outreach & Charity Work: ​ Organized and participated in World Mosquito Day events (20 August 2022), distributing mosquito nets and coordinating community environmental sanitation efforts to raise awareness of SDG 3 (Good Health & Well-Being). ●​ Public Speaking & Advocacy: ​ Delivered engaging speeches at multiple high schools on various Sustainable Development Goals, inspiring fellow students to take action on climate, health, and education initiatives. ●​ “Love Garden” Initiative: ​ Conceptualized and built the “SETS STAR Love Garden” on campus—an on-site green space promoting biodiversity, sustainability, and student well-being aligned with SDG 15 (Life on Land). ●​ Stakeholder Engagement & Onboarding: ​ Onboarded parents, teachers, and new student members to the club’s charitable activities, growing membership by 55% and forging partnerships with local NGOs. ●​ Data Management & Reporting: ​ Maintained up-to-date member records in Excel, tracking attendance, contributions, and impact metrics—ensuring smooth communication and accurate reporting for grants and school administrators. Impact: ​ Through these roles, I honed my leadership, project management, and community engagement skills, all while directly contributing to improved public health, environmental stewardship, and youth empowerment in my hometown. EDUCATION Bachelor of Nursing Science (BNSc) (In Progress) ​ University of Nigeria, Nsukka – Nigeria | 2024 – Expected 2029 CERTIFICATIONS AND TRAININGS ●​ ●​ ●​ ●​ Customer Service Foundations Certification – CustomerSuccessU.org (2025) Data Analytics Training – Embold Lab (In Progress) Customer Service Foundations Certification - CustomerSuccessU.org (2025) Customer Relationship Management Systems Certification – Solution Innovation District Academy (May 2025) ●​ Virtual Assistance Certification – Solution Innovation District Academy (2025) ●​ Basic Productivity & Collaboration Tools Certification – Solution Innovation District Academy (May 2025) ●​ In-Demand IT Support Skills Certification Training – Digital Witch IT Support Community (2025) (encompassing Virtual Assistance, Customer Service, Technical Support, Sales, Telemarketing, Email Marketing, Lead Generation, Workflow Automation, Calendar Management, Project Management Tools, Telehealth Credentialing, and Airbnb Itinerary Management) ●​ Asana Workflow Specialist Certification (2025)