FAUSTINA NWOKOLO
Lagos, Nigeria ---| LinkedIn
PROFESSIONAL SUMMARY
A highly organized and tech-savvy Customer Service & Virtual Assistant Professional
with a proven track record of delivering exceptional administrative and customer
support. Skilled in managing customer interactions, resolving inquiries efficiently, and
ensuring a seamless customer experience. Adept at handling email and calendar
management, data entry, technical support, and multi-channel communication,
providing personalized assistance to clients, entrepreneurs, and businesses.
With a strong focus on attention to detail, effective communication, and adaptability, I
excel in fast-paced virtual environments, utilizing cutting-edge tools and technologies
to enhance efficiency and productivity. Committed to delivering top-tier service,
fostering customer satisfaction, and driving business growth through proactive support
and problem-solving.
SKILLS
●Calendar Management
●Email Management
●Scheduling Appointment
●Data Entry
●Record-Keeping
●Bookkeeping
●Invoicing
●Expense Tracking
●Excellent written and verbal communication
●Phone etiquette
●Email etiquette
●Instant messaging
●Customer service
●Content Management systems; WordPress
●Social Media Management
●Proficiency in Microsoft Office
(Word, Excel, PowerPoint, Outlook)
●Google Suite (Docs, Sheets, Slides,
Gmail)
●Communication tools (Slack,
Zoom,Team)
●CRM software (Hubspot, Zendesk)
●Project Management tools (Asana,
Trello, Monday.com, Clickup)
●Time tracking software (Time Doctor,
Clockify)
●Social media management
●Task Management
●Time management
●Attention to details
WORK HISTORY
10/2024 - present
Assistant Social Media Manager
Brand Weaver LTD
● Developing and executing comprehensive social media strategies to increase
brand awareness, engagement, and audience growth across platforms, including
Facebook, Instagram, TikTok, Twitter, and LinkedIn.
● Creating, curating, and scheduling diverse content such as posts, stories,
carousels, and videos tailored to platform-specific audiences and trends.
● Monitoring and analyzing social media performance metrics using tools such as
Facebook Insights, Instagram Analytics, TikTok Analytics, and Google
Analytics to identify trends and optimize strategies for measurable results.
● Responding to comments, messages, and inquiries promptly and professionally
to foster strong community engagement and customer relationships.
● Collaborating with cross-functional teams to ensure alignment of social media
campaigns with overarching marketing goals and brand identity.
● Researching and staying updated on emerging social media trends, tools, and
best practices to keep campaigns innovative and competitive.
● Driving audience engagement and increasing follower growth through
interactive campaigns, creative storytelling, and data-driven content strategies.
● Increasing Instagram engagement rate by 25% through innovative content
strategies and community-focused initiatives.
● Growing TikTok followers by 10,000+ within six months by leveraging trending
challenges and creative short-form videos.
● Launching a cross-platform campaign that boosts website traffic and lead
generation by 30%.
06/2024 to 12/2024
Job Posting Specialist/Human Resource
Linc Technology LLC - Florida
●Managing and posting over 750 job advertisements on Indeed and other job boards,
resulting in a 30% increase in applicants.
●Successfully posted up to 75 job ads per account on peak days, demonstrating
adaptability and efficiency.
●Maintaining accurate and up-to-date records of job postings and applicants, with a
99% data accuracy rate.
●Maintaining meticulous records of candidates applications, ensuring data integrity
and compliance with recruitment processes.
●Collaborating with the hiring team to understand job requirements and posting
needs, resulting in 30% reduction in time-to-hire
●Developing expertise in job board management, candidate tracking and recruitment
support, with a high level of attention to detail and organizational skills.
08/2017 - 12/2024
Customer Service Representative
Evelyn Wineries
● Providing top-tier customer service, ensuring prompt responses to inquiries and
maintaining a high satisfaction rating.
● Assisting customers with wine selection, order processing, and product
inquiries, creating a seamless purchasing experience.
● Managing an average of 30+ customer interactions daily, resolving 85% of
concerns on the first contact.
● Handling complaints and returns professionally, ensuring swift resolution and
reinforcing customer loyalty.
● Coordinating with logistics teams to track shipments and resolve delivery issues,
improving efficiency and reliability.
● Maintaining accurate customer records in CRM systems, ensuring efficient
follow-ups and data management.
● Engaging in proactive customer outreach, providing personalized
recommendations that enhance the shopping experience.
● Supporting marketing and sales efforts by upselling and cross-selling products,
contributing to increased revenue.
● Assisting in the training of new hires, sharing best practices, and improving team
performance.
● Ensuring compliance with company policies while handling sensitive customer
data with discretion and professionalism.
01/2020 to 09/2024
Customer Service Representative
Ambassador Global
● Delivering exceptional customer support, achieving a 98% customer satisfaction
rating through prompt issue resolution and personalized assistance.
● Handling an average of 30+ customer inquiries daily, resolving 85% of cases on
the first interaction, and escalating complex issues efficiently.
● Increasing customer retention by 20% by proactively addressing concerns,
providing product recommendations, and ensuring a seamless customer
experience.
● Reducing response time by 30%, streamlining workflows, and utilizing CRM
tools to enhance efficiency.
● Managing multi-channel support, including live chat, email, and phone, ensuring
quick and effective communication.
● Training and mentoring new team members, improving knowledge retention and
team productivity.
● Identifying customer pain points and providing feedback to the management
team, contributing to service improvements and product enhancements.
● Upselling and cross-selling relevant products and services, contributing to a 15%
revenue increase through strategic customer engagement.
● Maintaining accurate customer records and documentation, ensuring compliance
with company policies and industry standards.
07/2024 - Present
09/2024 - 11/2024
VOLUNTEERING EXPERIENCE
Content Creator
Plant Candy
● Spearhead content creation strategies that significantly enhance Plant Candy’s
brand identity and market presence, resulting in 30% increase in brand
recognition.
● Craft compelling content for blogs, social media and email campaigns, boosting
social media engagement by 40% and email open rates by 30%.
● Design high-quality graphics, videos and info-graphics and produce engaging
written content, leading to a 45% growth in social media followers.
● Working on high-impact content campaigns that increase brand visibility and
customer engagement with a 20% rise in conversion rates and growth in the
customer base.
● Improve SEO rankings through strategic content optimization, achieving top 3
rankings for high-traffic search terms related to plant-based products.
Executive Assistant
URAWarrior
● Efficiently managing executive calendars, scheduling meetings, and ensuring all
engagements are properly prioritized, organized, and confirmed.
● Assisting in planning and organizing the URAWarrior app launch, coordinating
logistics and timelines.
● Arranging domestic and international travel, including flights, accommodations,
ground transportation, and comprehensive itineraries for seamless travel
experiences.
● Monitoring, prioritizing, and responding to incoming emails and communications
on behalf of the executive, ensuring timely and professional correspondence.
● Drafting, proofreading, and editing high-level documents, reports, presentations,
and meeting notes, ensuring proper formatting and timely delivery.
● Assisting with special projects, tracking progress, and coordinating tasks with
relevant teams to ensure deadlines are met and updates are communicated clearly.
● Handling sensitive information and documents with the utmost discretion and
confidentiality.
EDUCATION
2021
Bachelors of Arts: English Education
Nnamdi Azikiwe University
2017
West African Certificate Examination-WASSCE
Federal Government College Idoani
LANGUAGE
●
ENGLISH LANGUAGE
TRAINING AND CERTIFICATIONS
ALX Virtual Assistant - 2024
Digital Witch Support Academy - 2024
●Technical support
●Customer support
●Virtual Assistant
●Email management
●Lead generation
Coursera - 2024
●
Google IT technical support
Jobberman soft skills - 2023
Linkedin Learning - 2024
●
Customer Service: Problem solving and troubleshooting
Alison - 2023
●
Project Management Professional
Council of Nigeria - 2021
●
TRCN Certified Teacher
