VIVIAN DIM
Lagos State, Nigeria | - |-
PROFILE SUMMARY
Highly organized and customer-focused professional with over 5 years of experience in customer
support, executive/administrative assistance, and event planning/staffing. Adept at handling
high-volume customer inquiries, troubleshooting issues, and ensuring exceptional customer
satisfaction while also excelling in executive support tasks such as calendar management, email
coordination, appointment scheduling, and document preparation. Skilled in using CRM systems,
ticketing platforms, and productivity tools to enhance efficiency and streamline operations.
Recognized for strong communication, problem-solving, and multitasking abilities, with a
proven track record of improving processes and optimizing customer and executive experiences.
CORE COMPETENCIES
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Customer-Centric Mindset
Strong Communication Skills
Active Listening
Adaptability/Proactive Service
Conflict Resolution/ Conflict De-escalation
Attention to Details
Knowledge of Customer Support Tools
Feedback Collection and Reporting
Chat/Email/Live Chat/Phone Support
Emotional Intelligence/ Positivity
Email/Communication Management
Organizing/Scheduling
Meetings/Appointments
● Document/File Management
● Organisational skill
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Problem Solving
Empathy and Patience
Time Management
Technical Proficiency
Event Planning/Coordination
Multitasking
Patience and Resilience
Team Collaboration
Vendor sourcing/management
MS Suite/ Google Suite/Tech
Savvy
Calendar/Schedule Management
Event Staffing/Training
Project/Task Management
Internet Research
PROFESSIONAL EXPERIENCE
Executive Officer
Apr 2024 – PRESENT
Ministry of Information & Communications
● Managed complex calendars, scheduled meetings, and coordinated international and
domestic travel for senior executives.
● Handled confidential email and communication management, including drafting
responses and prioritizing tasks
● Organized virtual meetings, prepared agendas, and documented minutes for efficient
follow-ups
● Conducted research, prepared reports, and created professional presentations and
spreadsheets.
● Maintained executive task lists and oversaw project timelines using tools like Asana,
Trello, or ClickUp
● Liaised with clients, vendors, and team members to ensure smooth communication and
relationship management.
● Provided personal assistance with reservations, online purchases, and event coordination.
● Ensured data confidentiality, accuracy, and prompt execution of tasks in a fast-paced
remote environment.
Customer Support Specialist - Hybrid
Oct 2022 – Apr 2024
Century 21 Freedom Group Intl — Lagos
● Delivered exceptional customer service via phone, email, and live chat, achieving a
95%+ satisfaction rate and 98%+ first-call resolution while resolving 50%+ of customer
inquiries daily.
● Managed high-volume inbound/outbound calls, assisting with troubleshooting, order
processing, and account management.
● Guided new customers through onboarding, ensuring they understood the product/service
for seamless adoption, and presented and explained the service value and benefits
offerings to prospective clients
● Documented customer interactions and escalated complex issues to the appropriate teams
for resolution.
● Created and optimized FAQs to enhance self-service support and reduce repetitive
inquiries.
● Trained new hires, reducing onboarding time by 40% through coaching on best practices
and policies.
● Built and nurtured strong customer relationships, ensuring retention, contract renewals,
and long-term success.
● Identified customer pain points, providing actionable feedback to enhance products and
services.
● Collaborated across departments for seamless issue resolution and enhanced customer
experience.
Administrative Assistant & Event Support - Hybrid
Dec 2021 – Oct 2022
Century 21 Freedom Group Intl — Imo
● Managed scheduling, calendar coordination, and appointment setting for executives and
teams.
● Handled email management, file organization, and document preparation with accuracy.
● Processed data entry, record-keeping, and report generation to support business
operations.
● Assisted in meetings, travel arrangements, and event planning for seamless execution.
● Facilitated cross-department communication, supporting HR, finance, and operational
workflows.
● Provided invoice processing, payroll support, and onboarding assistance.
● Planned and executed 20+ events, managing venue coordination, vendor communication,
and logistics.
Customer Service Representative - Hybrid
Jan 2020 – Dec 2021
Century 21 Freedom Group Intl — Enugu
● Delivered exceptional support via phone, email, and live chat, ensuring high customer
satisfaction.
● Assisted with troubleshooting, order processing, and account management.
● Documented interactions and escalated complex issues for quick resolution.
● Managed inbound/outbound calls, ensuring efficient communication.
● Collaborated with teams to provide seamless service and issue resolution.
● Identified customer pain points, offering feedback to improve products and services.
● Trained new hires on customer service best practices and policies.
● Built strong customer relationships through active listening and empathy.
EDUCATION
● UNIVERSITY OF NIGERIA, NSUKKA | 2019
B.A - Mass Communication
