Victoria Umelo

VICTORIA UMELO LA, NG |-SUMMARY Detail-oriented and proactive virtual assistant with 2+ years of experience in customer service, office administration, and operational support. With experience as a Passenger service agent at a busy international airport, I have handled 50+ customer interactions daily, managed dozens of schedules, and maintained high levels of organization in fast-paced environments. Skilled in social media scheduling, blog posting, automation workflows, administrative support, and marketing collateral creation. WORK EXPERIENCE Passenger Service Agent​ Jan 2025 - Present Murtala Muhammed International Airport – Lagos, NG ​ ●​ Managed 50+ passengers daily, assisting with check-in, boarding, and resolving customer inquiries. ●​ Coordinated 15+ daily flight schedules, ensuring smooth transitions and minimal delays. ●​ Processed travel documents, baggage claims, and security checks efficiently. ●​ Provided real-time problem resolution, ensuring 95%+ customer satisfaction rates. ●​ Used airline software and customer service tools to manage operations seamlessly. Freelance Virtual Assistant & Customer Support​ August 2022 - Present Self-Employed – Lagos, NG​ ●​ Provided virtual assistance to multiple clients, managing administrative tasks, social media scheduling, and customer support. ●​ Scheduled and published 50+ social media posts monthly across LinkedIn, Instagram, Pinterest, TikTok, and Twitter. ●​ Handled 50+ emails per week, managing client communications and administrative tasks. ●​ Uploaded and formatted 20+ blog posts per month from pre-recorded videos. ●​ Designed 30+ marketing materials, including flyers, brochures, and business cards. Virtual Assistant​ September 2023 - August 2024 Zendit – Lagos, NG ​ ●​ Managed the CEO's calendar, scheduling appointments and coordinating meetings ●​ Built and maintained positive client relationships, which contributed to a 15% increase in repeat business and referrals ●​ Encouraged open and consistent communication among remote teams, ensuring timely project updates and promoting effective collaboration across departments. ●​ Performed research tasks related to projects and initiatives assigned by the management team. SKILLS AND TOOLS PROFICIENCY ​ CRM Software Proficiency ​ ​ Appointment Scheduling ​ ​ Salesforce ​ ​ Calendar Management ​ ​ Agiled.App ​ Pabbly Customer Service Data Entry Google Workspace Microsoft Office Suite EDUCATION Olabisi Onabanjo University – Ogun, NG​ B.Sc. (Ed) Chemistry Education Certified Virtual Assistant – Lagos, NG​ ALX Africa Project Management Professional Certificate – Coursera​ Google Hootsuite Substack ​ HubSpot ​ Trello ​ Telegram October 2018 – July 2023 August 2024 – October 2024 In Review