Tessy Jibrailu Maliyogbinda

TESSY JIBRAILU MALIYOGBINDA Customer Support Specialist || Executive Virtual Assistant Nigeria || - ||-|| LinkedIn PROFESSIONAL SUMMARY Versatile Customer Support Specialist and Virtual Assistant with a strong record of managing remote operations, client communications, and administrative systems. Skilled in using CRM tools (HubSpot, Zendesk, Freshdesk, Zoho) and productivity platforms (Google Workspace, ClickUp, Trello, Slack) to streamline processes, automate workflows, and enhance customer satisfaction. Adept at scheduling, lead management, and resolving client inquiries across phone, email, and chat with great accuracy. Known for improving response time, maintaining excellent service delivery, and ensuring data integrity across digital systems CORE COMPETENCIES Customer Support and Service Delivery      Multi-channel communication (email, chat, phone) Ticket resolution and escalation management Service quality tracking and SLA compliance Customer success and retention strategies CRM data entry and performance reporting Virtual Assistance & Administrative Operations      Calendar management and appointment scheduling Inbox management and correspondence tracking Task coordination and workflow optimization Data entry and online record management Lead generation and follow-up automation Data & Process Management      Data Entry & Documentation Accuracy Microsoft Office Suite & Google Workspace Reporting, Analytics & Data Tracking Database Management & Quality Assurance Workflow Automation Communication and Interpersonal Skills      Strong written and verbal communication Professional client interaction Conflict resolution and problem solving Active listening and attention to detail Collaboration with diverse teams      Communication Tools Gmail, Slack, Teams Collaboration Tools: Drive, Dropbox Scheduling: Calendly, Google Calendar, Pick Time SLA Time Tracking: Clockify, Time Doctor Data Entry & Analytics: Google Sheets, Excel TOOLS AND PLATFORMS      CRM & Helpdesk Systems: HubSpot, Freshdesk Email Marketing & Outreach: Lemlist, Apollo Project & Task Management: Trello, Monday.com Document Control: Docs, Sheets, Word, Excel Automation & Integration: Zapier, Make WORK HISTORY Customer Support & Virtual Assistant | Remote, FREELANCE 2024 – Present.      Supported over 50+ clients globally through CRM-driven communication, achieving 98% response accuracy. Automated lead tracking and follow-ups using HubSpot and Google Sheets, cutting manual tasks by 35%. Handled 100+ weekly support tickets across chat, phone, and email, ensuring SLA compliance. Streamlined project scheduling and reporting via Trello and ClickUp, improving team productivity. Designed email templates for customer communication that reduced response time by 25%. Customer Support Representative | Remote, ANGELS HOME CARE SERVICE, NIGERIA. 2021 –2023.      Responded to client inquiries via phone and chat, maintaining a 95% satisfaction rate. Used Freshdesk to manage patient communications and track service requests. Scheduled and followed up on 100+ virtual appointments weekly through Calendly and Google Calendar. Improved data organization through Google Drive archiving, enhancing retrieval efficiency by 40%. Collaborated with cross-functional teams to resolve client concerns and maintain communication flow. Administrative & HR Support | Hybrid, TEJI PHARMAMED LIMITED, NIGERIA. 2016 –2021.      Managed HR documentation and correspondence for 50+ employees using Google Workspace tools. Coordinated digital onboarding and employee scheduling, reducing manual workflow by 30%. Processed payroll data with zero discrepancies while maintaining confidentiality and compliance. Conducted performance tracking and reporting via Excel dashboards, increasing accuracy by 20%. Assisted management in virtual meeting coordination and document digitization. EDUCATION Certificate in Caregiving & Health Care Assistance VERITAS UNIVERSITY, ABUJA, NIGERIA | 2024  Gained hands-on experience managing care schedules, documentation, and coordination in support environments. Postgraduate Diploma in Education (PGDE) UNIVERSITY OF ILORIN, NIGERIA | 2023  Completed coursework in educational administration, human relations, and effective communication. Business Administration | Higher National Diploma (HND) DORBEN POLYTECHNIC, NIGERIA | 2019  Focused on management, operations, and business communication. TRAINING AND CERTIFICATIONS In-Demand Digital skills – DIGITAL WITCH SUPPORT COMMUNITY | 2025  Completed a hands-on program covering troubleshooting, remote assistance, CRM handling, and virtual communication tools such as Zendesk and Google Workspace. Technical Fundamentals for Support – COURSERA | 2025  Developed understanding of technical troubleshooting, ticketing systems, and workflow automation. LANGUAGE  English [Fluent]