Virtual Assistant Customer Service
Resume:
Adeola Esther Manuenyenwa
Lagos State, Nigeria. +234**********, +234**********
PROFESSIONAL SUMMARY
Dedicated and detail oriented Virtual Assistant with over six years of experience in customer service and personal administrative support. I excel at managing schedules, handling inquiries with care, and organizing tasks to keep operations smooth and efficient. With a genuine passion for helping others and a proactive approach, I adapt quickly to new challenges, ensuring clients and teams feel supported and valued. My strong communication skills and commitment to efficiency makes me a reliable partner in achieving goals.
WORK EXPERIENCE
VIRTUAL ASSISTANT - CUSTOMER SERVICE REP
DigitalWItch April 2025 - Present
Remote
●listens to customers' questions and concerns and provides answers or responses.
●Provide information about Products and Services.
●Take orders, Calculate Chargers and process billing or Payment.
●Review Customer accounts and make changes if necessary.
●Handle Customers' return or complaints.
●Refer customers to Supervisors or more experienced employers.
CUSTOMER SUPPORT REPRESENTATIVE
OscarMighty Phone and Data Enterprise
Dec 2019 - April 2025 Lagos
Hybrid
●Delivered exceptional customer experiences, resulting in a 95% customer satisfaction rating
●Responded to customer inquiries with clarity and empathy, resolving 85% of issues on first contact
●Resolved complex issues quickly and kindly, even in high-pressure situations
●Managed tickets efficiently, providing clear answers on refunds and returns
●Conducted cold calls, promoting products and services that increased sales by 20%
●Set and scheduled appointments with customers, improving scheduling efficiency by 30%
●Analysed customer feedback, implementing changes that reduced churn rates by 15%
ADMINISTRATIVE PERSONAL ASSISTANT
Jocepees Nigeria Limited
Jan 2017 - Dec 2019
Remote
●Scheduling appointments, meetings, and events, managing the individual's calendar and ensuring timely reminders.
●Handling phone calls, emails and other forms of correspondence, acting as a point of contact for the individual.
●Booking flights, accommodations, transportation, and creating detailed itineraries.
●Preparing agendas, materials and logistics for meetings and events.
●Managing files, records and databases, preparing documents, reports, and presentations.
●Collating and filing expense reports, invoices, and other financial documents.
●Conducting research on various topics and providing summaries or reports.
●Managing multiple tasks, prioritizing effectively and ensuring deadlines are met.
●Maintaining discretion and confidentiality when handling sensitive information.
Virtual Assistant
Jocepees Nigeria Limited
July 2015 - Jan 2017
Remote
●Provided remote administrative support, increasing business efficiency by 25%
●Managed customer relationships through CRM tools like Hubspot and Zendesk
●Scheduled appointments and meetings using Google Calendar, Calendly, and Zoom
●Provided top-notch customer support via phone, email, and chat
●Executed projects and tasks using tools like Asana and ClickUp
●Automated workflows using Zapier, reducing notification errors by 90%
EDUCATION
Higher National Diploma (HND) in Telecommunications Electronics Engineering at Niger State Polytechnic Zungeru, 2011-2013
Ordinary National Diploma (OND) in Electrical/Electronic Engineering at Niger State Polytechnic Zungeru, 2008-2010
CERTIFICATIONS
NYSC Certificate: National Youth Service Corps, 2014-2015
Proficiency in desktop Application: Opdate Computer Training Institute, 2015
In-Demand IT Skills Training Certificate: DigitalWitch 2025
SKILLS:
Virtual Assistant
Customer Support
Customer service
Account Management
Time Management
Telemarketing
Customer relationship management
Appointment Setting/scheduling
Cold Calling /Warm Calls
Email Marketing
Airbnb and Itinerary
Interpersonal relationship
Customer retention strategy
Tools & Software
CRM: HubSpot, Zendesk, Freshdesk, Pipedrive, Salesforce, telecom
Project Management: Asana, Trello, ClickUp, Monday.com
Automation: Zapier
Appointment Settings/Scheduling: Google Calendar, Calendly, PickTime
Communication: Slack, Loom, Zoom, Google Meet/Chat, Microsoft Teams
Data Entry: Google Suites, Microsoft Suites
Google Workspace
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