Customer Support Virtual Assistant

ADEOLA ESTHER MANUENYENWA

**, ******* ******* ****** ***** berger Lagos State Nigeria.

**************@*****.***

+234811-***-****)

+234906-***-****)

https://www.linkedin.com/in/adeola-esther-manuenyenwa-462086103 Summary:

Dedicated, detail-oriented and Results-driven Virtual Assistant with 2+ years of experience in customer support, project management, and technical skills.Proven track record of improving customer satisfaction and reducing churn rates. Skilled in CRM software, project management tools, Appointment Setting, cold calling and email marketing. Seeking a challenging role that utilizes my skills to drive business growth and customer success. with a strong background in telecommunications engineering. Work Experience

Virtual Assistant

Digitalwitch Company (2022)

● Managed administrative tasks, ensuring efficient operations

● Provided customer support, resolving queries and issues using CRM (Hubspot, zendesk and freshdesk)

● Utilized technical skills to troubleshoot and resolve technical issues

● Improves Customer satisfaction by 75%.

● Reduce Customer Churn rate by 82%

● Appointment Setting using Calendly, PickTime, Google teams etc.

● Management of the project using Monday.com, Asana and clickUp.

● Email marketing,Cold calling, using Lemlist tools.

● Automation of Apps using Zapier

Relevant Projects

Project: Customer Support Enhancement

Role: Virtual Assistant

Description: Implemented a new customer support ticketing system using Zendesk, resulting in a 40% reduction in response time and a 39% increase in customer satisfaction. Skills used: Zendesk, customer support, time management. Customer Sales Representative:

Oscarmighty Phone/Data Subscription Enterprises (2015-2022)

● Interacted with customers, understanding their needs and providing solutions.

● Managed sales transactions, ensuring customer satisfaction.

● Developed strong communication and interpersonal skills.

● Creating an invoice with details of the sale agreement, including product/service descriptions, costs, and delivery terms.

● Churn rate reduction by applying a positive strategy to gain customers back to the company.

Relevant Projects

Project: Churn Rate Reduction

Role: Customer Sales Representative

Description: Developed and implemented a strategy to reduce customer churn rate, resulting in 72% reduction in customer churn.

Skills used: Customer support, communication, problem-solving, data analysis Achievements

● Analyzed customer feedback and identified key areas for improvement.

● Implemented targeted retention strategies, including personalized customer outreach and tailored promotions.

● Collaborated with the sales team to develop and implement effective customer retention plans.

Education

Higher National Diploma (HND):

Telecommunications and Electronics Engineering, Niger State Polytechnic Zungeru (2011-2013) Achieved Upper credit and Best HND Student (Telecom) award Lower National Diploma (OND):

Electrical and Electronics Engineering, Niger State Polytechnic Zungeru (2008-2010) Achieved Lower credit.

Skills

Desktop Publishing (Opdate Computer Training Institute, 2015) IT Support Training (Digitalwitch Institute, 2025) Customer Support

Time Management

Communication

Appointment Setting

cold calling

Email Marketing

Achievements

Best HND Student (Telecom), National Association of Electrical/Electronics Engineering Students

Best staff of the year at OscarMighty Phone/data subscription Enterprise. Certifications

Desktop Publishing: Opdate Computer Training Institute (2015) IT Support Training: Digitalwitch Institute (2025) Tools& Software:

CRM: (HubSpot, Zendesk, Freshdesk)

Communication tools: ( slack, Loom, Dropbox, google chat, Google teams, Forum, Channels, Anydesk, logmein)

Project Management tools: ( Asana, ClickUp, Trello and Monday.com) Appointment settings tools: (PickTime, Calendly, Google calendar) Email marketing tool: ( Lemlist, Apollo)

Leads generation tools:( Apollo)

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