Theresa Oche

        OCHE THERESA OCHANYA                                             Lagos State, Nigeria                            Tel: -| Email:-                              LinkedIn:www.linkedin.com/in/oche-theresa Virtual Assistance| Customer Service | Executive and Administrative Support| Sales and Marketing PROFESSIONAL SUMMARY Organized Virtual Assistant with a strong background in administrative support, Customer Support, and Sales/Marketing with over 3 years of experience in providing exceptional customer support, administrative expertise, and strategic sales/marketing initiatives. Proficient in managing emails, appointment scheduling, and data entry, with a passion for streamlining workflows, boosting productivity, and enhancing revenue expansion. Skilled at working with tools like Google Suite, Microsoft Office Suite, and emerging Virtual platforms. CORE SKILLS Time Management Email Management Customer Support Lead Generation Cold Calling Chat Support Appointment Scheduling Troubleshooting Calendar Management Troubleshooting Administrative Support CRM Tools Confidentiality and Discretion Client Meeting Coordination Google Workspace Microsoft Office Suite Data Entry Problem-Solving Collaboration Tools Community Management WORK HISTORY 02/2023 to 09/2024 Customer Support Agent Home Affairs Supermarket –Lagos State Nigeria Builds rapport with customers to closely understand their preferences and needs, leading to more targeted and appreciated service delivery Managed customer transactions, including order placement, payment processing, and coordination of timely deliveries. Implemented an efficient customer contact management system, reduced data discrepancies by 20%, and improved customer response time. Provides outstanding assistance to over 1200 customers over the years, contributing to a 25% increase in positive customer reviews through a customer-centered service approach. Played a key role in complaint resolution by collaborating with various departments, which decreased escalated customer complaints by 10% Addressed and resolve customer complaints or concerns in a timely manner. Communicate - effectively and professionally via phone, email, or live chat Handled multiple customer enquiries simultaneously without compromising the quality of service 01\2021 to 12\2022 Sale/Marketing De-Dems Electronics Limited –Lagos State Nigeria Collaborated with the sales team to implement as well as analyze sales                       and marketing initiatives to drive revenue Strong knowledge of various email marketing tools: birdsend, Sendinblue, Mailchimp, Reach out to leads, increase and build a pipeline of prospective customers and manage interface. Generated 150+ leads through cold calling, resulting in 25% conversion rate Upsold customers through the recommendation of products that met their specific Need Adept at expanding business, services, and product portfolios, while sourcing new business frontiers and developing relationships. Excellent written and verbal communication skills, with the ability to communicate subjects to a diverse audience Built and Maintained relationships with key customers, resulting in 30% repeat business 01/2019 to 2020 Administrative Support and Research Assistant UBA Pension Custodian Limited -Lagos State Nigeria I organized and prioritized emails drafted responses, and managed the inbox efficiently Scheduled appointments, meetings, and events, ensuring effective time management. Handled administrative aspects of customer inquiries. Prioritized and managed tasks based on urgency and importance. Send timely reminders for appointments, deadlines, and important dates. Conduct reviews and gather relevant research articles. less EDUCATION 2024 Bachelor of Science: Economics Federal University Dutsin-Ma- Katsina State, Nigeria 2018 Ordinary National Diploma: Business Administration and Management Federal Polytechnic Idah- Kogi State, Nigeria TRAINING AND CERTIFICATION 2024 Digital Witch Support Community In-Demand IT Skills Training 2024 Coursera Technical Support Fundamental