Ogechi Fortunate Ihedioha

OGECHI IHEDIOHA Lagos, Nigeria 100276 PROFESSIONAL SUMMARY Resourceful Customer Service & Executive Support Professional with hands-on experience managing client communications, scheduling, and virtual office operations. Skilled in handling high-volume calls, emails, and online inquiries with professionalism and discretion. Adept at calendar management, appointment coordination, and CRM systems, ensuring smooth business operations and exceptional customer satisfaction. Recognized for reducing client churn and enhancing engagement through clear communication, empathy, and tailored support. Now seeking to leverage these skills in a Virtual Receptionist role, providing reliable, organized, and client-focused support in a remote capacity. WORK HISTORY: Customer Service Officer / Executive Assistant First Blends Limited – 03/2025 – Present As a Customer Service Officer/Executive Assistant, I provide customer service and executive support, handling client communications, appointment scheduling, and remote administrative tasks, ensuring seamless workflows and enhanced client satisfaction. Key Responsibilities include: Serve as the first point of contact for clients via phone, email, and online channels, ensuring timely and professional responses. Manage executives’ calendars, appointments, and virtual meetings, improving scheduling efficiency and reducing conflicts. Coordinate daily office operations, including document preparation, data entry, and record management for smooth workflow. Provide remote administrative support, handling confidential correspondence and maintaining accurate records. Resolve client inquiries and complaints with empathy and professionalism, achieving improved customer satisfaction scores. Utilize CRM tools to log interactions, track cases, and support customer relationship management. Assist in on-boarding and training new staff on communication and service procedures. Support event planning, travel arrangements, and logistics for executive projects and meetings. Customer Service Executive, 08/2023 - 03/2025 Delia-fortune International Services As a Customer Service Executive in the travel and tour industry, I handle the most crucial roles of communication, supporting and streamlining various tasks to ensure the efficient operation of the business. My duties include but not limited to: 1. Customer Communication: • Responding to customer inquiries via email, chat, phone, and various ticketing systems • Providing information about travel packages, services, and itineraries. • Handling booking requests and confirming reservations. 2. Calendar Management: • Scheduling appointments for clients and coordinating with tour guides or service providers. • Managing the availability of tour packages and ensuring accurate scheduling. 3. Itinerary Planning: • Assisting in creating detailed travel itineraries for clients. • Coordinating and collaborating with various service providers such as (airlines, hotels, transportation companies, tour guides) to ensure seamless travel experiences. 4. Administrative Tasks: • Managing emails, handling correspondence, and maintaining organized records. • Data entry for customer details, bookings, and other relevant information. • Creating and maintaining spreadsheets and databases related to bookings and customer information. 5.Customer Support: • Resolving customer issues related to bookings and travel arrangements. • Providing pre-travel support, such as visa information, travel insurance details, and other relevant documentation. 6. Research: • Conducting research on travel destinations, accommodations, and attractions to stay informed about the latest trends. • Compiling information about travel restrictions, weather conditions, and other factors that may affect travel plans. 7. Vendor Coordination: • - Communicating with and managing relationships with various travel vendors, such as hotels, airlines, transportation services, and tour guides. • Negotiating contracts and securing the best deals and rates for services. 8. Financial Tasks: • Handling billing and invoicing for booked services. • Tracking expenses related to travel arrangements and ensuring accurate financial records 9. Technology Utilization: • Utilizing virtual tools and softwares for project management, communication, and customer relationship management, such as Hubspot, Intercom, Zendesk, Freshdesk, Asana, Slack etc. • Staying updated on industry-specific technologies to enhance efficiency. 10. Multilingual Support: • Providing assistance in multiple languages, (English and French) especially when dealing with international clients. 11. Met customer call guidelines for service levels, first time response, and also enhance productivity. Vacation Rental Expert/Property Finder for Short & Mid-term Rentals, 10/2023 - 05/2025 I serve as a Virtual assistant for investors who need properties to be leased for short-term or mid-sherm rentals. I help them search for such properties, reach out to the landlords or property management companies, negotiate with them, and have them sign the lease agreement. I also help tourists who may need homes or Airbnb’s for their vacation stays. Customer Support Specialist/HMO Executive 01/2021 08/2023 PONS Medical Diagnostics My duties and responsibilities are crucial in ensuring smooth operations, efficient patient management, and positive interactions with health maintenance organizations in a medical diagnostics center. Customer Representative Specialist: 1. Appointment Scheduling: - Manage patient appointments, ensuring efficient scheduling and allocation of resources. 2. Inquiry Handling: - Respond to patient inquiries via phone, email, chats, and various ticketing systems, providing information about services, appointment availability, and general queries. 3. Patient Registration: - Assist patients in completing registration forms and ensure accurate collection of necessary information. 4. Verification of Insurance Coverage: - Verify patients' insurance details and inform them about coverage for different diagnostic services. 5. Payment Processing: - Handle billing inquiries and process payments for self-paying patients. 6. Communication with Medical Staff: - Collaborate with medical professionals to relay patient information, appointment details, and any specific requirements. 7. Issue Resolution: - Address and resolve patient concerns or issues promptly and professionally via phone calls, chats, and emails. 8. Educational Support: - Provide information to patients about preparation for specific diagnostic tests, including any pre-test instructions. 9. Patient Follow-Up: - Conduct follow-up calls to gather feedback, address post appointment concerns, and ensure overall patient satisfaction. 10. Maintain Confidentiality: - Strictly adhere to patients’ confidentiality and privacy regulations. HMO Executive: 1. HMO Liaison: - Serve as the primary point of contact between the medical diagnostics center and health maintenance organizations (HMOs). 2. Verification and Authorization: - Verify patient eligibility and authorization from HMOs for diagnostic procedures and tests. 3. Documentation and Compliance: - Ensure accurate documentation of HMO-related information and compliance with HMO protocols and guidelines. 4. Claims Processing: - Collaborate with billing and administrative teams to process and submit claims to HMOs for reimbursement. 5. Contract Negotiation: - Negotiate contracts and agreements with HMOs, ensuring fair terms and conditions for both parties. 6. Conflict Resolution: - Address and resolve any disputes or conflicts between the diagnostics center and HMOs regarding reimbursement or other issues. 7. Education and Training: - Provide education and training to internal staff regarding HMO processes, requirements, and updates. 8. Reporting: - Generate and analyze reports related to HMO performance, reimbursement rates, and other relevant metrics. 9. Keep Abreast of HMO Policies: - Stay informed about changes in HMO policies, procedures, and industry trends to ensure compliance. 10. Customer Service for HMOs: - Act as a point of contact for HMO representatives, addressing their inquiries and concerns. EDUCATION: Bachelor of Arts: English/French University of Nigeria, Nsukka - Enugu State SKILLS:  Effective verbal communication and Live chat support  Proficient in using communication and CRM tools, such as Hubspot, Slack, Intercom, Zendesk, Asana, Zoho.             Skilled in contract negotiation and Appointment coordination High metrics performance in FRT, CSAT, and resolution rate. Team training, development and collaboration Customer relationship management and retention Conflict resolution skills Proficient in call handling, Effective presentation skills Customer needs assessment and Customer service expertise Client account management and comprehensive record-keeping Fostering collaborative partnerships Email and calender management Inventory management support, Client follow-up Soft Skills: Empathy, Patience, Excellent Communication skills. CERTIFICATIONS: LinkedIn- Customer Service Professional Languages: English and French Hobbies: Reading, Learning new skills, interacting with people.