Ogechukwu Ogugua Ofomata

OGECHUKWU OGUGUA OFOMATA Administrative Assistant | Executive Virtual Assistant | Customer Support Specialist Location: Lagos, Nigeria | Phone: +234 - | Email:-| LinkedIn: LINKEDIN Professional Summary I’m a dedicated and solutions-oriented Customer Support Specialist, Executive Virtual Assistant, Administrative Assistant with over 13 years of experience in customer service and three years in remote roles. Skilled in managing schedules, setting appointments, email management, and client communication. Adept at supporting team success through proactive organization and exceptional service delivery. Known for reliability, adaptability, and a strong work ethic. Core Competencies • Appointment Scheduling • Customer Relationship Management • Email Reminders & Management • Customer Service Excellence • Chat Support • Virtual Assistance • Multi-tasking & Time Management • Problem-solving & Troubleshooting • Data Entry & Document Management • Team Collaboration & Communication Professional Experience Customer Support/Administrative Virtual Assistant Trans-Generational Assets Ltd (Part-Time) | Jan 2021 – Present • Manage client schedules, set appointments, and send reminders for meetings and reviews. • Organize email correspondence and maintain up-to-date records for client communications. • Draft and refine reports and presentations for clarity and professionalism. • Conduct online research to gather data and inform business decisions. • Serve as the main point of contact for scheduling and operational coordination. Virtual Assistant/Customer Service Representative KTNResources, Inc., USA (Remote) | May 2021 – Current • Provide proactive customer support, improving satisfaction scores by 10%. • Assist clients with onboarding and training on LMS and EMIS platforms. • Manage client accounts, ensuring smooth renewals and satisfaction. • Demonstrate efficiency in responding to inquiries, contributing to business growth. Team Lead/Head, Financial Services First Bank of Nigeria Ltd. | Sep 2014 – May 2021 • Supervised and coached customer service teams, enhancing team performance. • Managed branch vault operations and financial reconciliations. • Fostered a collaborative and respectful work environment, achieving top city-wide satisfaction ratings. Customer Service Representative First Bank of Nigeria Ltd. | Sep 2008 – Aug 2014 • Maintained a 90% customer satisfaction rating through prompt issue resolution. • Improved team efficiency by introducing tech tools and knowledge-sharing initiatives. Administrative Assistant/Accountant After School Hours Ltd. | Aug 2005 – Aug 2008 • Performed bank reconciliations, payroll management, and final account preparation. • Resolved customer inquiries swiftly, earning commendations from management. • Increased efficiency by 20% and revenue by 15% through process improvements. Education Higher National Diploma (HND), Banking and Finance Federal Polytechnic, Oko, Nigeria | Upper Credit Certifications • Chartered Institute of Bankers of Nigeria (ACIB) • Customer Service Call Control Strategies (Apr 2024) • Problem-Solving and Troubleshooting (Apr 2024) • Writing Customer Service Emails (Apr 2024) • Building Rapport with Customers (May 2024) • Technical Support Fundamentals (May 2024) Technical Skills • Microsoft Office Suite (Word, Excel, PowerPoint) • Google Workspace (Docs, Sheets, Calendar) • CRM and LMS Tools • Email Marketing Platforms Personal Qualities • Self-motivated, dependable, and detail-oriented. • Adaptable to dynamic workflows and evolving priorities. • Committed to fostering excellent client relationships.