Ukpono Bassey Essien

UKPONO BASSEY ESSIEN-| - | LinkedIn Professional Summary Dynamic and detail-oriented Virtual Assistant with over three years of experience, complemented by recent call center expertise. Proven ability to manage complex administrative tasks, enhance client communication, and deliver results in remote environments. Proficient in Google Workspace, Microsoft Office Suite, and task management tools such as Asana and Trello. Adept at learning new technologies, meeting deadlines, and driving operational excellence, contributing to team success and high client satisfaction. Core Skills Remote Administrative Support Calendar & Scheduling Management Email Management & Communication Task & Project Management (Asana, Trello) Customer Service & Client Support Document & Report Preparation Data Entry & Management Travel Coordination & Logistics Proficiency in MS Office & Google Workspace CRM Software (Salesforce, HubSpot) Problem-Solving & Multitasking Adaptability to New Technologies Professional Experience Call Center Agent Consumer Opportunity | February 2023 – Present Addressed over 100 daily customer inquiries, achieving a 30% improvement in satisfaction. Updated customer records in CRM systems, enhancing data integrity. Resolved 95% of escalated cases within SLA timelines. Provided clear product/service information, ensuring customer understanding. De-escalated conflicts effectively, maintaining professionalism. Freelance Virtual Assistant ICT WATCH | January 2022 – February 2023 Managed 150+ emails daily, improving team response time by 30%. Coordinated executive schedules with 100+ monthly appointments. Prepared reports and presentations with 98% accuracy. Reduced project delays by 20% by implementing task management tools. Conducted market research, providing actionable insights. Administrative Coordinator (Remote) Sleek Designers | January 2021 – January 2022 Resolved 90% of weekly client inquiries on the first contact, increasing satisfaction by 25%. Delivered data-driven insights to enhance decision-making. Automated email responses, reducing response time by 20%. Scheduled 20+ virtual meetings monthly with 100% stakeholder attendance. Developed training materials, cutting onboarding time by 30%. Customer Service Representative (On-Site) HomeLight Properties Limited | January 2020 – December 2021 Optimized executive schedules by managing 50+ monthly appointments and travel arrangements. Enhanced project tracking efficiency by 15%. Reduced email clutter by 60% through prioritization and sorting. Coordinated virtual events for 200+ attendees. Education Bachelor of Science: Software Development Brigham Young University - Idaho | Currently Enrolled Technical Skills Microsoft Office Suite (Word, Excel, PowerPoint) Google Workspace (Docs, Sheets, Calendar) Task Management Tools (Asana, Trello, Monday.com) CRM Software (Salesforce, HubSpot) Email Platforms (Gmail, Outlook) VoIP Tools (Zoom, Microsoft Teams, Skype) Cloud Storage (Google Drive, Dropbox) Certifications BYU-PathwayConnect, Brigham Young University - Idaho (2024) Teamwork and Collaboration Goals and Time Management Learning Strategies