Roseline Odunowo

ROSELINE ODUNOWO Customer Support | Virtual Assistant | Admin Support Ketu- Lagos State, Nigeria SUMMARY Detail-driven and versatile Virtual Assistant with over 8 years of experience supporting executives and teams through efficient administrative operations, client relationship management, and sales coordination. Skilled in managing complex schedules, organizing inboxes, and handling client communications with clarity and professionalism. Proficient in tools such as Google Workspace, Trello, and HubSpot CRM, with a strong ability to streamline workflows and maintain accurate documentation. Recognized for delivering reliable support, improving operational efficiency, and consistently enhancing the client experience through proactive and organized service. EDUCATION Caleb University Business Administration(Bachelor of Science) ​ Yaba College Of Technology Accountancy(Higher National Diploma) ​ Yaba College Of Technology Accountancy(National Diploma) ​ WORK EXPERIENCE Administrative VA​ Global Pride Professional Services – Remote​ December 2024-July 2025 ●​ Managed executive calendar and scheduled 30 + appointments monthly reducing conflict by 20%, ●​ Managed inbox of 250 emails weekly, achieving an 80 % same-day response rate. ●​ Coordinated meetings with minutes sent to all attendees via email, including Action Items. ●​ Streamline workflows by utilizing tools like HubSpot, Slack, and other CRM solutions. ●​ Followed up with clients for pending documents via phone calls on behalf of the firm. ●​ Assisted with day-to-day administrative tasks and other tasks required Project-Based Virtual Assistant​ Darslin Plus International– Remote​ July 2024- November 2024 ●​ Created simple reports, basic Canva designs, and presentations to support client activities ●​ Responded to inquiries and shared updates via email. ●​ Maintained and organized digital filing systems for easy access to records. Audit trainee Global Pride Professional Solutions Industry: (Audit Firm) - Nigeria​ ​ ​ August 2024 – Current ●​ Conducted statutory and other audit services in compliance with regulatory standards. ●​ Delivered tax consulting services, including corporate tax, personal income tax, withholding tax (WHT), and value-added tax (VAT) solutions. ●​ Provided expert guidance on tax audit consulting services to optimize compliance and efficiency. ●​ Executed management and general consulting projects to support organizational decision-making and strategic goals. ●​ Prepared and filed annual returns with the Corporate Affairs Commission (CAC) in line with statutory requirements. ●​ Monitored tax processes and provided advisory services to enhance compliance and mitigate risks. Freelance The Digital Vendor – Nigeria ​ ​ ​ ​ February 2020 – July 2022 ●​ Launched and managed an e-commerce platform, increasing revenue by 80% through effective sales and team coordination. ●​ Trained and supervised a team of four, emphasizing customer satisfaction and timely service delivery. Relationship Officer Guaranty Trust Holding Co. Limited Bank Industry : Banking – Nigeria ​ ​ ​ October 2017 – September 2020 ●​ Enhanced employee performance by organizing training sessions on product knowledge and customer service. ●​ Managed client relationships, onboarded merchants, and streamlined payment systems, doubling collections efficiency. ●​ Successfully reactivated a minimum of 30 dormant accounts, leading to a 90% increase in branch revenue, and signed up 50 new customers monthly. ●​ Promoted bank products and services, managed client relationships, and reactivated dormant accounts, contributing to a 90% increase in revenue. ●​ Onboarded merchants, deployed terminals, and resolved chargeback claims, resulting in a 100% increase in collections. ●​ Generated weekly, monthly, and quarterly reports and collaborated with team members to achieve targets. ●​ Regularly visited and engaged customers to maintain relationships and resolve issues. Achievements ●​ I identified and ensured the implementation of new initiatives to improve customer service within the team, which resulted in efficiency and productivity. ●​ Surpassed monthly target across set targets on account acquisition, deposit mobilization, and point of sales terminals. ●​ Increased customer satisfaction and retention by 30% through a tailored service delivery approach across the board. On-boarding/Account Officer Guaranty Trust Bank – Nigeria Industry: Banking​​ ​ ​ ​ ​ January 2014 – May 2017 ●​ Facilitated client onboarding and account management, achieving a notable 80% increase in customer satisfaction by proactively resolving queries. ●​ Ensured compliance with regulatory standards, including AML and KYC requirements, maintaining a high standard of operational integrity. ●​ Played a key role in the onboarding of new clients, coordinating with various teams to provide seamless and compliant client integration. ●​ Resolved client complaints through efficient troubleshooting and process adjustments, fostering a positive client experience and enhancing team morale Achievements ●​ Developed targeted deposit mobilization strategies, converting 75% of new clients into active depositors. PricewaterhouseCoopers(PwC) Nigeria Clients Relationship Officer(Intern) Industry: Audit and Assurance​​ ​ ​ January 2010-January 2011 ●​ Maintained Accurate records of inbound and outgoing correspondence, scheduled meetings, and managed the front desk area. ●​ Responded to clients’ and staff’s inquiries professionally via phone calls and emails. ●​ Developed and maintained work-related relationships with third parties ●​ Resolved and escalated complaints to relevant stakeholders promptly. CERTIFICATION AND TRAININGS ●​ ●​ ●​ ●​ ●​ ●​ Virtual Assistant Training, Virtualrighthand 2025 Associate Membership (ACIPM), Chartered Institute of Personnel Management, Nigeria. Professional Diploma in Human Resources Management | 2018 Customer Information Service, Lydia Richards Limited | 2017 Emotional Intelligence and Supervisory Skills (Tom Associates) | 2017 Balance Sheet and Profitability Management (IBFCAlliance) | 2019 SKILLS AND CORE COMPETENCIES -Email & Calendar Management ​ ​ -Client Onboarding & Retention Strategy​ -Data Entry & File Organization -Google Workspace (Docs, Sheets, Drive)​ - Workflow Automation (Zapier) -Research & Reporting -Attention to details -Task & Time Management -Internet Research & Reporting -Excellent written and verbal communication skills -Result-oriented -Customer Service and excellent interpersonal skills -Administrative Support -Virtual and Remote Coordination LANGUAGES English - Expert