ZAINAB YUSUF ADESHINA
Customer Support Specialist | Executive Virtual Assistant-,
https://www.linkedin.com/in/zainab-yusuf-adeshina-16b2b840/ ) -
Professional Summary
Dedicated Customer Support Specialist & Executive Virtual Assistant with a proven track
record of delivering exceptional customer experiences, driving sales strategies, and optimizing
support processes. Adept at handling email and live chat support, technical troubleshooting,
account management, and telemarketing. Skilled in CRM systems, e-commerce support, and
virtual assistant tasks such as calendar management and appointment setting. Tech-savvy,
highly adaptable, and committed to providing top-tier support that fosters customer satisfaction
and business growth.
Core Competencies & Skills
✔ Customer Support (Email, Chat, Phone)
✔ Sales Strategy & Customer Acquisition
✔ Technical Support & Troubleshooting
✔ Account Management & Growth
✔ Customer Retention & Upselling
✔ CRM Systems (Zendesk, Salesforce, HubSpot, Zoho, Freshdesk)
✔ E-commerce Support (Shopify, WooCommerce, Shopee)
✔ Order Processing & Payment Refunds
✔ Virtual Assistance & Administrative Support
✔ Calendar & Email Management
✔ Appointment Setting & Data Entry
✔ Project Management (Asana, Trello, ClickUp, Jira)
✔ Communication & Collaboration Tools (Slack, Zoom, Microsoft Teams)
✔ Telemarketing & Cold Calling
Professional Experience
Customer Support Specialist | [ Unity Bank ]
[April/2024]– Present
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Provide multi-channel customer support via email, live chat, and phone, handling
inquiries, troubleshooting issues, and ensuring a 97% customer satisfaction rate.
Manage customer accounts, assists with payment requests/refunds, and implement
retention strategies to reduce churn.
Utilize CRM systems (Zendesk, HubSpot, Intercom, Salesforce) to track customer
interactions and optimize support efficiency.
Collaborate with sales teams to identify upsell and cross-sell opportunities, leading
to increased revenue.
Resolve technical issues efficiently by researching problems and providing clear
solutions to customers.
Monitor and analyze customer feedback to enhance service quality and improve
customer engagement.
Executive Virtual Assistant | [Vigokop Wings Limited]
[January/2022] – [April/2024]
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Manage calendars, appointments, and emails for executives and teams, ensuring
streamlined communication and scheduling.
Handle data entry, task management, and document organization, optimizing
workflow efficiency.
Utilize project management tools (Asana, ClickUp, Trello, Monday.com) to oversee
task assignments and ensure timely completion.
Conducted market research and compiled reports to support business decisions.
Assist with customer service tasks, including booking processing, refunds, and
post-booking support.
Sales & Customer Acquisition Specialist | [Softstone Technologies]
[February/2020] – [January/2022]
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Implemented targeted sales strategies to acquire new customers and enhance client
relationships.
Performed cold calling, telemarketing, and appointment setting, leading to increased
conversion rates.
Conducted customer needs analysis to personalize sales pitches and improve
customer retention.
Developed scripts and templates for cold emails and outreach, improving engagement
rates.
Education
[Bachelor’s Degree] – [Modibbo Adama University of
Technology Yola] [2011]
Certifications & Training
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Customer Service Excellence Certification – [Alison]
Sales & CRM Certification – [Udemy]
Technical Support Fundamentals – [Cousera]
Tools & Software Proficiency
Customer Support & CRM:
✔ Zendesk, HubSpot, Intercom, Salesforce, Zoho, Freshdesk, Gorgias
E-commerce & Payment Handling:
✔ Shopify, WooCommerce, Shopee, Astra, Sardine Intelligence, Dwolla
Project & Task Management:
✔ Asana, ClickUp, Trello, Monday.com, Jira, Notion
Communication & Collaboration:
✔ Slack, Microsoft Teams, Zoom, Google Workspace, RingCentral, Skype
Scheduling & Productivity:
✔ Calendly, Google Calendar, Acuity Scheduling, Mojo Dialer
Why Hire Me?
Customer-Centric Approach: Build relationships, show empathy, and transform customer
frustration into loyalty.
Sales-Driven Support: Blend customer service expertise with sales strategies to drive
revenue.
Tech-Savvy & Adaptable: Quickly learn new tools and optimize workflows for efficiency.
Highly Organized & Reliable: Work autonomously, deliver high-quality results, and ensure
smooth operations.
24/7 Communication: Always available and responsive to support business needs.
