Ufuoma Okurume

Ufuoma Okurume SUMMARY Highly organized and detail-oriented Virtual Assistant with excellent communica on and me management skills, seeking to provide clients with top-notch administra ve and support services. Pro cient in handling diverse tasks and adept at u lizing technology to enhance e ciency and produc vity. Dedicated to delivering outstanding results and exceeding expecta ons. Execu ve Virtual Assistant WORK EXPERIENCE Customer Support Specialist Jun 2023 – Present ChatDesk | New York, US (Remote) •Resolved all customer issues related to billing, bugs, and product usage •Train new hires on best prac ces •Ensure Customer Sa sfac on (CSAT) ra ng and SLA agreements are maintained CONTACT Phone: - Email:-Linkedin: Linkedin.com/in/ufuomaokurume Customer Support Specialist Aug 2021 – Oct 2022 CircleCo Inc. | New York, US (Remote) •Resolved all customer issues related to billing, bugs, and product usage •Collaborated with the Product and Engineering teams in troubleshoo ng and resolving integra on issues, ensuring a seamless customer experience KEY SKILLS • Customer Service • Technical Support • Project Management • Detail oriented • Strong problem-solving skills • Excellent Communica on and Presenta on Skills • Organiza onal skill • Collabora ve capability • Email management Virtual Assistant July 2019 – Aug 2021 Cuddletots | Abuja, NG •Handled customer inquiries and provided excep onal customer support, ensuring high levels of client sa sfac on. •Managed social media accounts and engaged with audiences to enhance brand visibility and online presence. •Prepared and edited documents, presenta ons, and spreadsheets with a keen eye for detail and accuracy. SOFTWARE AND TOOLS • Client Rela onship Management (CRM): Help Scout & Zendesk Digital Banking O cer Jan 2012 – Apr 2019 Access Bank | Abuja, NG •Served as the trusted resource for training, onboarding, integra on, and prompt resolu on of so ware issues for customers •Collaborated with customers and internal teams to understand business and technical needs, and delivered tailored product recommenda ons. •Generated performance report for managerial review • Project Management: Trello • Repor ng & Analy cs: Excel, Tableau, SQL • Produc vity: Loom, No on, Zapier, Slack, Microso O ce Suite, Google Workspace, Calendly, Zoom, Social media Contact Center Agent Jan 2007 – Dec 2011 Intercon nental Bank | Lagos, NG •Expertly resolved inbound queries via voice, SMS, and live chat channels, ensuring customer sa sfac on •Developed comprehensive knowledge base documenta on and FAQs, and trained new hires on customer management best prac ces •Earned a commenda on le er for excep onal performance LANGUAGES • English (Fluent) • French (A2 level) ti ti ti ffi ti fi ti ti ti ti ti ti ti ti ti ti fi ti ti tt ti ti ffi ft ti ft ti ti ti ti ti ti ti ffi ti ti ti ti ti ti ti ti ti ti ti ti EDUCATION •University of London - Cer cate in Interna onal Management (2016) •Imo State University, Nigeria - Bachelor of Science in Pure Chemistry (2004)