Okechukwu Ginika Gabriella

GINIKA GABRIELLA OKECHUKWU Virtual Assistant | Customer Support Specialist PROFESSIONAL SUMMARY ------------------------------------------------------------------------------------------------------Reliable Virtual Assistant and Customer Support Specialist with over Two years of experience supporting business operations, client communication and managerial workflows. Skilled in customer engagement, task coordination, calendar scheduling, email management, documentation and project tracking. Demonstrated ability to support managers and teams by organizing priorities, managing information flow and ensuring timely execution of tasks. Adept at working in fast paced environments while maintaining accuracy, professionalism and strong communication standards. SKILLS AND COMPETENCIES ---------------------------------------------------------------------------------------------------Customer Support and Communication        Multi-channel communication (email, phone, chat) Inquiry resolution and complaint handling CRM and ticketing system management Customer onboarding and retention support Service quality tracking and SLA compliance Customer / Client relationship management Order processing and service coordination Virtual Assistance and Project Support        Inbox and correspondence management Calendar and email management Appointment scheduling / setting Task prioritization and deadline tracking Confidential data handling Document preparation and file organization Project Management and workflow tracking TOOLS AND PLATFORMS --------------------------------------------------------------------------------------------------------------------------    CRM and Helpdesk Tools: HubSpot, Freshdesk, Zendesk. Communication Tools: Slack, Microsoft Teams, Gmail, Outlook, Google meet. Collaboration Tools: Docs, Dropbox, Drive. SLA Time Tracking: Clockify, Time Doctor.     Scheduling Tools: Calendly, Pick Time, Google Calendar. Task/Project Management Tools: Trello, Asana, Monday.com. Automation Tool: Zapier Data Entry and Management Tools: Excel, Google Sheet WORK HISTORY ---------------------------------------------------------------------------------------------------------------------Virtual Assistant | Customer Support | [Remote] FREELANCE March 2024 – Present           Managed daily customer inquiries via email and messaging platforms using Freshdesk and Zendesk ensuring timely and accurate responses. Resolved customer issues, inquiries and follow-ups while maintaining high customer satisfaction and consistent service quality. Scheduled and confirmed customer appointments and service bookings which reduced missed appointments by 45%. Managed calendars and booking systems across multiple clients, adding buffer times between meetings to avoid conflicts and allow client preparation, this ensured 100% accurate scheduling. Organized client email inboxes using labels, folders and rules/filters to route messages to designated folders, improving response time and follow-up efficiency. Provided remote administrative and customer support including inbox management, reminders and basic reporting, improving workflow efficiency by 25%. Coordinated meetings across Eastern Standard Time (EST) and Pacific Standard Time (PST) Coordinated tasks and projects using Trello and Monday.com to track progress, set priorities and maintain deadlines which improved on-time task completion by 30%. Maintained accurate customer records, contact lists and interaction logs with strict confidentiality. Prepared and updated customer-facing documents, spreadsheets and reports to support service delivery and internal operations. Career Break for University Degree Bachelor of Economics February 2019 – December 2023 Customer Support Hybrid | July 2017 – October 2018         Managed daily customer inquiries via phone and messaging channels, maintaining a 95% customer satisfaction rate. Supported customers through product selection and order placement, contributing to a 25% increase in completed purchases. Resolved order, delivery and product related issues with timely follow up which reduced repeated complaints by 30%. Collaborated remotely with sales teams to ensure timely order processing, improving delivery turnaround by 20%. Logged, tracked and resolved customer issues using CRM and ticketing systems to ensure accurate documentation. Handled escalated customer concerns professionally, ensuring quick resolution and customer retention. Followed up with customers’ post-resolution to confirm satisfaction and improve service quality. Identified recurring issues and provided feedback to internal teams to improve products and processes. Customer Service Representative August 2015 – February 2017      Maintained accurate customer records and interaction logs reducing follow-up delays by 20%. Handled an average of 30–50 customer inquiries daily across in-person, phone and digital communication channels while maintaining a professional and courteous approach. Supported service quality and retention efforts by delivering timely customer-focused solutions. Handled complaints calmly and effectively, contributing to improved customer satisfaction. Provided reliable customer support, maintained accurate data records and processed customer orders in line with company procedures. EDUCATION ----------------------------------------------------------------------------------------------------------------------------Economics | Bachelor of Science (B.Sc.) NNAMDI AZIKIWE UNIVERSITY, ANAMBRA STATE, NIGERIA. February 2019 – December 2023 TRAININGS AND CERTIFICATIONS -------------------------------------------------------------------------------------------In-Demand IT Support Skills DIGITAL WITCH SUPPORT COMMUNITY (2025) Technical Support Fundamentals COURSERA (2025) LANGUAGE ----------------------------------------------------------------------------------------------------------------------------- English (Fluent)