Ugochukwu Ikebuaso

IKEBUASO UGOCHUKWU LINDA --www.linkedin.com/in/ugochukwu- ikebuaso-,Awka Anambra State Nigeria CUSTOMER SUPPORT AND ADMINISTRATIVE VIRTUAL ASSISTANT PROFESSIONAL SUMMARY An experienced customer service and virtual assistant professional with a proven track record of over 2years in delivering exceptional support and efficient administrative solutions. Expertise in handling complex client inquiries, rapidly resolving issues, and consistently surpassing customer satisfaction goals. Proficient in leveraging a range of CRM systems,Project management tools, scheduling tools, to manage high-volume workloads with accuracy in dynamic environments. Recognized for strong communication skills, organizational ability, and a proactive mindset, with a commitment to delivering positive client experiences and building lasting relationships with customers. SKILLS Excellent customer service Sales Support Outbound calling Organizational skills Active listening Analytical thinking and Data driven Collaborative Knowledge CRM tools Scheduling Telephone software Problem solving Calendar management Clients Relationship Strategic planning Cold calling Team Leadership Communication Attention to details High level of accuracy Ability to multitask Market research Result driving Social media PROFESSIONAL WORK EXPERIENCE DATAS MARCH 2023- TILL DATE CUSTOMER SUPPORT AGENT provide high-quality support to customers via phone, email, and live chat, handling inquiries Troubleshoot and resolve complex issues promptly, aiming for a first-contact resolution and maintaining resolution rate Enhance customer satisfaction by offering personalized support and following up to ensure complete resolution of issues. Accurately document all customer interactions and maintain comprehensive records Achieve and maintain key performance indicators (KPIs) including a customer satisfaction score of 80%. Stay updated on company products and services to provide informed support and identify opportunities for upselling or cross-selling where appropriate. Gather and report customer feedback to help identify recurring issues and recommend improvements to processes and systems Cold calling • • Maintain up-to-date knowledge of company products and services, applying this expertise to resolve customer inquiries and upsell solutions as appropriate. SEPTEMBER 2016 -AUG 2020 UBA CUSTOMER RELATIONSHIP MANAGER Build and maintain trusted relationships with clients, serving as the main point of contact for inquiries and feedback. Proactively assess client needs, providing customized solutions to enhance satisfaction and drive retention. Oversee a portfolio of key accounts, ensuring clients receive timely support and maximum value from the company’ Work closely with internal teams (sales, marketing, customer support) to deliver seamless client experiences and resolve issues on time Identify and pursue upsell and cross-sell opportunities to grow client accounts and increase revenue. Prepare and present regular reports on client interactions, account status, and key performance metrics. Conduct periodic meetings with clients to review business goals, address challenges, and explore opportunities for growth. Stay current on industry trends, market conditions, and competitors to provide clients with valuable insights and maintain a competitive advantage. EJIMAAN MAY 2013- JUNE 2015 VIRTUAL ASSISTANT) Provide high-level of administrative support executives including calendar management, meeting coordination and travel arrangements. Manage and prioritize income email ensuring timely response and follow up prepare and proofread document presentation and report with attention to detail coordinate and facilitate communication between departments, clients and stakeholders Overseas and manage various projects ensuring dedication and objectives are met Implement and mainned organisational system to improve workflow and efficiency Supported daily operations by handling correspondence, scheduling appointment inquiries Provide customer service support resolving issues and ensure clients satisfaction Conducted research and compile data for report and presentation Managed online database ensure data accuracy and confidentiality EDUCATION INSTITUTE OF MANAGEMENT AND TECHNOLOGY(IMT)ENUGU NIGERIA Higher National Diploma(HND) in Food science and technology INSTITUTE OF MANAGEMENT AND TECHNOLOGY(IMT)ENUGU NIGERIA Ordinary National Diploma (OND) in Food science and technology and managing clients CERTIFICATIONS DIGITAL WITCH SUPPORT COMMUNITY JULY2024 OnDemand IT Skills WOOTLAB FOUNDATION (MICROSOFT) APRIL 2023 Basic Digital Skills Digital Marketing Graphic design DIGITAL TECHNOLOGY BUSSINESS SCHOOL LONDOM PM&BA May 2023 Dec 2024