Sordum Nwilee Nkeeh

SORDUM NWILEE NKEEH Virtual Assistant || Customer Support Specialist PROFESSIONAL SUMMARY________________________________________________ Proactive and versatile Virtual Assistant with 5+ years of experience supporting executives and cross-functional teams across administration, procurement, customer support service, and operations. Managed 40+ monthly meetings and high-volume communications (30–80+ inquiries weekly), ensuring timely responses and zero scheduling conflicts. Maintained 1000+ accurate records with 100% data integrity, enhancing documentation and retrieval efficiency. Skilled at building customer trust through active listening, empathy and consistent follow-through. CORE COMPETENCIES _______________________________________________________________ Virtual Assistance and Executive Support Skills  Email, phone, and chat support  Calendar and inbox management  Appointment scheduling and coordination  Travel planning and itinerary management  Inquiry handling and issue resolution CRM and Service Delivery Skills  CRM record management and client tracking  Data entry and documentation accuracy  Ticket management and follow-ups  Task prioritization and engagements  Customer interaction tracking Administrative and Operations Support Skills  Operational coordination and optimization  Administrative support and management  Workflow coordination and reporting  Knowledge base and FAQ development  Performance tracking and service reporting Communication and Interpersonal Skills  Written and verbal communication  Active listening and empathy  Problem-solving and critical thinking  Time management and multitasking  Team collaboration and adaptability TOOLS AND PLATFORMS _________________________________________________  CRM and Ticketing: Hubspot, Freshdesk, Zendesk,  Email Marketing and Outreach: Lemlist, Apollo  Project and Task Management: Trello, Monday.com  Document Control: Docs, Sheets, Word, Excel  Automation and Integration: Zapier  Communication: Gmail, Slack, Teams  Collaboration: Drive, Dropbox  Scheduling: Calendly, Google Calendar, Pick Time  SLA Time Tracking: Clockify, Time Doctor  Data Entry and Analytics: Google Sheets, Excel WORK EXPERIENCE _________________________________________________________________ Virtual Assistant | Client & Administrative Support AREWA INNOVATIVE SOLUTIONS, NIGERIA - Hybrid June 2023 – December 2025  Handled 50–80+ weekly emails and inquiries, maintaining response times under 24 hours.  Maintained 1000+ organizational records, improving retrieval time by 30% and ensuring 100% data accuracy.  Tracked and coordinated 15–25 recurring operational tasks weekly, improving workflow efficiency by 25%.  Prepared 20+ monthly reports, presentations, and business documents with zero errors. Virtual Assistant | Administrative and Customer Support PRIMEGATE SCHOOL, NIGERIA Hybrid January 2022 – May 2023  Managed 30–50+ weekly inquiries from stakeholders via email and phone, improving response time by 35%.  Scheduled and coordinated 20–30 monthly meetings, events, and staff activities.  Generated and submitted daily and weekly reports with 100% accuracy, improving operational transparency.  Maintained and updated digital records for 200+ students and staff, improving accessibility by 25%.  Supported 20+ staff members with administrative tasks, ensuring smooth daily operations. Administrative Officer DOVECOTE EDUCATIONAL CENTRE, NIGERIA January 2020 – December 2021  Maintained and updated academic and attendance records for 100+ students with 100% accuracy and compliance.  Managed inventory of 50+ office and classroom supplies, reducing stock shortages by 20%.  Coordinated communication between 15+ staff members and parents, improving response time by 25%.  Supported daily administrative and classroom operations, ensuring smooth workflow across departments.  Organized and retrieved records efficiently, reducing document access time by 30%. PROJECT EXPERIENCE_________________________________________________ CRM Data Entry and Optimization Project TOOLS USED: HUBSPOT, FRESHDESK, ZENDESK, GOOGLE SHEETS, MICROSOFT EXCEL March 2026  Entered and cleaned 500+ customer records, ensuring 100% data accuracy and consistency.  Standardized data formats and fields, reducing data duplication by 30%.  Organized customer information into structured categories, improving search and retrieval time by 25%.  Identified and corrected incomplete or outdated records, improving overall data quality and reliability.  Created simple tracking and reporting dashboards, improving visibility into customer data and interactions. Workflow Automation for Remote Support Efficiency Project. TOOLS USED: ZAPIER, TRELLO, ASANA, GOOGLE WORKSPACE, GMAIL, and SLACK March 2026  Designed automated workflows using Zapier, reducing repetitive tasks by 40%.  Automated email follow-ups, onboarding sequences, and internal notifications to streamline operations.  Built and integrated structured Trello and Asana project boards, improving task visibility and deadline tracking.  Connected Gmail, Slack, and Google tools to create seamless cross-platform communication workflows.  Reduced manual data entry errors by 30% through automation and standardized process design. EDUCATION ____________________________________________________________________ Master of Science (M.Sc.) | Environmental Chemistry RIVERS STATE UNIVERSITY, NIGERIA 2020 Bachelor of Science (B.Sc.) | Biochemistry UNIVERSITY OF PORT HARCOURT, NIGERIA 2012 CERTIFICATIONS ________________________________________________________________ In-Demand IT Support Skills Certification DIGITAL WITCH SUPPORT COMMUNITY 2026  Built proficiency in Google Workspace, Microsoft Office Suite, Trello, Asana, Calendly, automation tools, and CRM platforms for customer support and workflow tracking.  Developed practical experience in executive support, remote team coordination, administrative workflow management, and workflow optimization, improving task efficiency and reducing administrative errors. LANGUAGE _________________________________________________________________________  English Language (Fluent)