Odelu Chinonye Joy

ODELU CHINONYE JOY - ·-MOQ 2/72A NAF Base, Ikeja, Lagos. VIRTUAL ASSITANCE | CUSTOMER SUPPORT I have an experience in virtual assistance with a strong background in customer support, service, and email management. Skilled in appointment setting, cold calling, and event scheduling. Dedicated to providing efficient and effective assistance to clients, ensuring seamless operations and exceptional customer experiences. Efficient multitasker with a keen eye for detail and a commitment to meeting deadlines. KEY COMPETENCIES Strategic planning Client Relationships Financial Reporting Negotiations Team leadership Communication PROFESSIONAL EXPERIENCE Grolatech Credit Limited February 2020 – Till Date Customer Service Team Leader Leadership: I provide leadership and guidance to the customer service team, setting objectives, and ensuring alignment with overall company goals. Performance Management: I monitor team performance metrics, such as response times, customer satisfaction scores, and resolution rates, and take corrective action when necessary to meet or exceed targets. Problem Resolution: I assist team members in resolving complex customer issues, providing guidance and support as needed to ensure customer satisfaction and retention. Process Improvement: I identify opportunities for process improvement within the customer service department, implementing changes to enhance efficiency, productivity, and the overall customer experience. Communication: I serve as a liaison between the customer service team and other departments, ensuring clear communication and collaboration to address customer needs effectively. Digital Tools Practice Community September 2017-June 2019 Customer Support • • • • Assistance: Providing assistance and solutions to customers' inquiries, issues, and concerns. Problem Resolution: Resolving customer complaints and ensuring satisfaction with products or services. Product Knowledge: Demonstrating comprehensive knowledge of company products or services to provide accurate information and guidance. Communication: Engaging in clear and effective communication with customers through various channels, including phone, email, and chat. Medical Laboratory Service Front Desk Officer September 2017 – February 2018 • Customer Service: They provide excellent customer service to patients, visitors, and laboratory staff by greeting them warmly, answering inquiries, and assisting with appointment scheduling. • Appointment Scheduling: They manage the scheduling of laboratory tests and appointments, ensuring that appointments are booked efficiently and accurately to minimize wait times and maximize laboratory throughput. Patient Registration: They handle patient registration processes, including collecting and verifying patient information, insurance details, and consent forms, ensuring all necessary information is accurately recorded in the laboratory database. • • • Sample Collection Coordination: They coordinate the collection of samples from patients, ensuring that samples are properly labeled, logged, and prepared for testing according to laboratory protocols. Billing and Payment Processing: They handle billing inquiries, process payments, and assist patients with insurance-related questions or concerns, ensuring accurate and timely billing processes. EDUCATION Lagos State Polytechnic-Lagos Graduate Certificate Higher National Diploma in Microbiology Delta State Polytechnic-Delta Graduate Certificate National Diploma in Science Laboratory Technology CERTIFICATION DIGITAL WITCH SUPPORT COMMUNITY ON DEMAND IT SUPPORT CERTIFICATE 𝗟𝗔 𝗣𝗟𝗔𝗚𝗘 𝗠𝗘𝗧𝗔 𝗩𝗘𝗥𝗦𝗘 INTERNATIONAL HEALTH CARE ADMINISTRATION CERTIFICATE