Samuel Hope Beatrice

SAMUEL HOPE BEATRICE​ Lagos State, Nigeria ​ PROFESSIONAL SUMMARY​ ​ Trained Virtual Assistant and Customer Support Specialist with a strong track record of providing fast, organized, and proactive support in remote and fast-paced environments. I’m skilled in managing calendars, coordinating daily operations, scheduling appointments, and keeping communication smooth so projects can move forward without delays. I use tools like Calendly, Acuity, and Google Calendar to streamline scheduling and maintain structure, while staying attentive to details and shifting priorities.​ Achieved 90% first contact resolution, 5-star ratings, and 80% complaint to delight turnaround. Ready to deliver world class support, reduce churn, and drive customer loyalty in a remote tech-enable environment. ​ SKILLS AND COMPETENCIES ●​ Calendar & Appointment Scheduling ●​ Founder Support & Executive Assistance ●​ Task Prioritization & Workflow Coordination ●​ Proactive Follow-up Management ●​ Inbox & Communication Management ●​ Email & Communication Handling ●​ Time & Priority Management ●​ Tech & Productivity Tools Proficiency ●​ Strong Written & Verbal Communication ●​ Customer Retention & Upselling ●​ SLA/SOP’sAdherence & Response Time Optimization ●​ First-Contact Resolution & Ticket Management ●​ Reporting & Performance Analysis ●​ Active Listening & Empathy ●​ Google Workspace, Slack, Zoom, Acuity, Calendly, Clickup, Monday.com WORK EXPERIENCE​ Administrative Virtual Assistant | F.T Dynasty Int’l College, Nigeria. Sep 2024 - Aug 2025 ●​ Managed daily communications and responded to 100+ inquiries with a 95% on time response rate, improving overall communication efficiency by 15%. ●​ Coordinated schedules, organized meetings, and streamlined workflow planning, increasing staff time management efficiency by 20%. ●​ Handled accurate data entry and maintained organized student records with a 98% accuracy rate, ensuring smooth documentation and reporting processes. ●​ Resolved issues and followed up on pending tasks, achieving an 85% resolution rate within the first 24 hours through proactive communication. ●​ Improved administrative workflows by organizing files and tracking key information, reducing processing delays by 25% and enhancing overall team coordination.​ Customer Support Intern | Strategic Business Unit, Covenant University. Dec 2020 - Dec 2021 ●​ Handled 70+ daily customers inquiries via phone, email and in-person, achieved 90% first contact resolution and 42 five star reviews in Q4 2021. ●​ Processed and tracked 100+ monthly customers orders, reducing order discrepancies by 20% through improved accuracy. ●​ Coordinated communication across departments, cutting response time by 30% ●​ De-escalated complex complaint ( Late check-ins, billing disputes), converting 4/5 negative situations into positive reviews and repeat bookings ●​ Scheduled and managed 10+ weekly client meetings, ensuring smooth sales operations. ​ Gained Admission | Feb 2019 and completed a one year compulsory academic internship from Dec 2020 to Dec 2021. Successfully graduated in 2023 Transaction Support | Upright Global Enterprise, Nigeria. Jan 2018 - Jan 2019 ●​ Handled 150+ daily customer transactions with 99% accuracy, ensuring smooth service delivery across cash and electronic channels. ●​ Resolved 90% of customer complaints at first contact by actively listening, identifying root causes and providing timely, effective solutions. ●​ Built stronger relationships by offering personalized assistance, which contributed to repeat service usage and improved satisfaction scores. ●​ Ensured strict compliance with financial policies when addressing customer issues such as refunds,disputes, and discounts, achieving a 98% compliance rate. EDUCATION​ Public Administration | Higher National Diploma​ Akanu Ibiam Federal Polytechnic, Ebonyi State, Nigeria.​ Feb 2019 - Dec 2023​ ​ TRAINING AND CERTIFICATION​ In-Demand Digital Skills Certification | Digital Witch Support Community, 2025​ ​ LANGUAGE​ ENGLISH | FLUENT