Sophia Iwo

Sophia Iwo Remote Customer Support Specialist · Virtual Assistant · Data Analyst 📍 Aba, Nigeria — Available for Remote Work 💼 linkedin.com/in/sophia-iwo PROFESSIONAL SUMMARY Freelance support professional with hands-on experience in customer communication, virtual assistance, and data operations. I resolve customer issues clearly and quickly — in writing, not just on calls — because in remote support, your message IS your interview. I work independently, manage my own schedule, and deliver without hand-holding. Available for immediate remote contract work. Written Communication Clear, professional responses across email, chat, and support tickets — structured so customers understand the solution immediately. Independent Worker Remote-ready from day one. I manage tasks, meet deadlines, and communicate progress without waiting to be chased. Detail & Accuracy Data entry, records, and reports done right the first time. I treat accuracy as non-negotiable, not optional. WORK EXPERIENCE Marketing & Operations Support Specialist · Emrry Food Solutions Sep 2025 – Present Remote • Handled all inbound customer inquiries across email, chat, and WhatsApp — responding to product questions, complaints, and order issues with consistent tone and clear resolutions. • Maintained a structured follow-up system for customer communications, ensuring no inquiry was left unanswered and all open issues were tracked through to resolution. • Conducted industry research and compiled findings into structured reports — giving the team data-backed insights used directly in marketing and product decisions. • Organized and maintained business records, customer communication logs, and order data in spreadsheets — keeping information clean, current, and easy to retrieve. • Supported promotional and online visibility activities, including product listings and digital channel management. Learner Success Specialist · ALX Africa 2024 – 2025 Remote • Supported a cohort of learners through the ALX tech program — providing 1:1 guidance, answering queries across email and messaging platforms, and keeping learners on track toward graduation. • Identified at-risk learners early by monitoring progress data, then coordinated with educators to intervene before dropout — contributing to improved completion rates. • Managed all learner communication in writing — structured messages, clear instructions, and professional responses that helped learners feel supported without needing repeated follow-up. • Collaborated cross-functionally with program coordinators and educators to address recurring challenges — feeding learner feedback into process improvements. SKILLS & TOOLS Customer Support Ticket handling, written resolution, help desk ops, CRM, follow-up management, Freshdesk, Intercom, HubSpot Virtual Assistance Inbox management, calendar scheduling, research, task coordination, Notion, Airtable, Google Workspace Data & Reporting Google Sheets, Excel, data entry, spreadsheet cleanup, basic SQL, Python, trend analysis, reporting Communication Professional written English — email, chat, support tickets, async documentation (Loom, Slack) Tools Microsoft Office (Word, Excel, PowerPoint), Google Workspace, Zapier basics, CRM tools, Canva Work Style Remote-only, fully async-capable, independent, self-managed, immediate availability EDUCATION B.Sc. Data Science · Miva Open University Nigeria Sep 2023 – Apr 2026 Relevant coursework: Machine Learning, Statistics, Data Visualization, Python Programming VOLUNTEER EXPERIENCE Konseye Mentorship Network — Mentor, community communication and learner support JPI University — Volunteer, student support and administration Available for remote work — customer support, virtual assistant, data entry, and data analysis roles. Part-time or full-time contracts. Immediate start. I work in writing, I work independently, and I deliver.