Ukpono Bassey Essien

I am a highly organized and detail-oriented Virtual Assistant with over three years of experience in remote administrative support, customer service, and call center operations. My expertise lies in managing complex administrative tasks, optimizing workflows, and ensuring seamless communication between teams and clients. I have a proven ability to work independently in remote settings while delivering high-quality results that contribute to operational efficiency and business success.

My skill set includes proficiency in Google Workspace, Microsoft Office Suite, and task management tools such as Asana, Trello, and Monday.com. I am adept at handling email management, scheduling, data entry, document preparation, and CRM software like Salesforce and HubSpot. I also have experience coordinating virtual meetings, managing calendars, and providing executive-level support to businesses.

In my current role as a Call Center Agent at Consumer Opportunity, I manage over 100 daily customer inquiries, ensuring prompt resolutions and maintaining a 95% success rate in handling escalated cases. I have enhanced customer satisfaction by 30% through effective communication and problem-solving skills. My ability to de-escalate conflicts professionally and provide clear product and service information has strengthened client relationships and improved retention rates.

Previously, as a Freelance Virtual Assistant at ICT WATCH, I managed high-volume email correspondence, coordinated executive schedules, and prepared accurate reports and presentations. My contributions resulted in a 30% improvement in team response times and a 20% reduction in project delays by implementing structured task management tools.

As an Administrative Coordinator at Sleek Designers, I played a key role in resolving client inquiries, automating email responses, and streamlining onboarding processes. These improvements led to a 25% increase in client satisfaction and a 30% reduction in training time for new employees.

My strong problem-solving abilities, adaptability to new technologies, and commitment to meeting deadlines make me a valuable asset to any team. I am currently pursuing a Bachelor of Science in Software Development at Brigham Young University - Idaho, further expanding my technical knowledge and skills.

I am passionate about efficiency, organization, and continuous learning. Whether handling administrative tasks, managing customer interactions, or optimizing workflow processes, I am dedicated to delivering excellence in every project I undertake.