Rosemary Ogechi Okara

ROSEMARY OKARA PROFESSIONAL SUMMARY Efficient Administrative Virtual Assistant and Customer Support professional with over 5 years of experience in supporting executives and ensuring smooth business operations both in banking and remote operations. Skilled in managing calendars, appointment setting and scheduling, cold calling, coordinating travel arrangements, data entry, handling customer inquiries, maintaining accurate records, CRM management, lead generation, and fostering strong client relationships. Adept in providing seamless support in dynamic, fast-paced environments while upholding confidentiality and ensuring timely delivery of tasks. CORE SKILLS • Customer Service & Client Interaction • Lead Generation & Email marketing • Scheduling Appointment & Calendar Management • Email & Chat Support • Travel Planning and Booking • Data Entry & Documentation • Remote Team Collaboration & Communication • SaaS Customer Support (Zendesk, HubSpot, Freshdesk, Intercom, Slack) • Project Coordination & Reporting • Microsoft Office & Google Workspace • SLA & Performance Target Management PROFESSIONAL EXPERIENCE Virtual Assistant / Executive Support (Remote) C.C.N Int’l – March 2025 – Present • Managed executive calendars across multiple time zones using Calendly & Google Calendar • Coordinated appointments between clients and project managers • Prepared travel itineraries including flights and accommodations • Performed data entry and organized files using Google Workspace • Automated workflows using Zapier, improving efficiency by 20% • Tracked project expenses and prepared financial summary reports Lead Generation (Remote Support within Role) C.C. N Int’l – March 2025 – Present • Conducted outbound outreach via LinkedIn, email campaigns, and CRM tools • Conducted high-volume outbound cold calls to prospective clients to generate leads and book appointments • Generated and qualified leads based on defined criteria • Managed email campaigns using Mailchimp, HubSpot, Apollo & Active Campaign • Maintained accurate lead tracking in CRM systems • Supported sales pipeline management and follow-ups • Assisted in improving conversion rates through structured lead nurturing Customer Service Representative Access Bank PLC – Nigeria June 2017 – February 2025 • Managed 40+ daily customer interactions via phone, email, and live chat • Resolved account issues, complaints, and Maintained 95%+ customer satisfaction rating • Met and exceeded monthly service-level agreements (SLAs) and call handling targets • Documented customer interactions accurately in CRM systems • Provided customer support for SaaS platforms via email, chat, and phone • Escalated complex cases and ensured timely resolution • Conducted virtual meetings and collaborated via Microsoft Teams & Slack EDUCATION Higher National Diploma (HND) Cooperative Economics and Management Institute of Management and Technology, Enugu CERTIFICATIONS • Workflow Specialist – Asana Academy • IT Support – Digital Witch Academy • Executive Diploma in International Diplomacy & Protocol – La Plage Meta Verse • Desktop Publishing & Data Processing – Data Point Institute • Technical Support Fundamentals – Coursera (In Progress) ACHIEVEMENTS • 8+ years of consistent customer service excellence • Maintained high SLA and customer satisfaction ratings • Improved workflow automation and CRM efficiency • Recognized for reliability and strong remote work discipline HOBBIES • Learning new digital tools • Personal development & tech training • Organizing and optimizing workflows • Researching productivity tools LANGUAGES • English – Proficient ADDITIONAL INFORMATION • Reliable high-speed internet connection • Dedicated remote workspace • Available to start immediately