Virtual Assistant & Customer Service Specialist

MAYQUEEN KELVIN

Phone Number 081******** LinkedIn Onuoha Mayqueen Address Lagos, Nigeria

Email **********@*****.***

PROFESSIONAL SUMMARY

Versatile and results-driven Administrative, Customer Service, and HR Support Professional with over 5 years’ experience across fitness, telecom, consulting, and government sectors. Skilled in front desk coordination, client relationship management, records administration, recruitment assistance, and process improvement. Adept at supporting project planning, coordinating events, and maintaining confidential records with accuracy and discretion. Currently completing the 35 PDUs toward Project Management Professional (PMP®) certification, bringing strong organizational, communication, and problem-solving skills to dynamic work environments.

PROFESSIONAL EXPERIENCE

Customer Service Representative

i-Fitness Centre Headquarters 2024 - Present

Delivered exceptional service to gym members by resolving inquiries and complaints promptly, fostering a positive and engaging member experience.

Managed 40+ member interactions daily across phone, email, and chat channels, maintaining a 95% satisfaction rate through clear communication and problem-solving.

Administered and updated member records in Zoho CRM, executing targeted email and SMS engagement campaigns that boosted membership renewals by 12%.

Served on the project management team for new branch openings, coordinating vendor relations, equipment setup, and readiness of front-line operations. Worked alongside newly assigned staff to ensure smooth member onboarding and efficient service during launch. Supported promotional campaigns (Deal Day), contributing to exceeding sales targets and boosting member engagement..

Member Experience Officer and Assistant Branch Operations Manager i-Fitness Gym - Surulere, Lagos State 2022 - 2023 2023 – Assistant Branch Operations Manager:

Supervised a 6-member team, enforced service quality standards, and contributed to achieving departmental retention and customer satisfaction objectives.

Coordinated onboarding activities, staff schedules, and departmental meetings, enabling smooth integration of new hires and effective time management.

Assisted in organizing training(knowledge sharing) sessions and staff engagement initiatives, contributing to improved morale and team cohesion.

Managed membership operations via GymMaster and reconciled branch payments using QuickBooks, ensuring accuracy in records and transactions.

Monitored branch performance metrics (KPIs) such as retention, membership sign-ups, and revenue, using insights to support marketing campaigns and operational decisions.

Supported loyalty initiatives such as Dance-a-ton, contributing to the branch exceeding its

34M revenue target.

2022 – Member/Customer Experience Officer:

Managed 30+ daily customer inquiries via phone, email, social media, and chat platforms, ensuring prompt resolution or escalation to relevant teams.

Coordinated weekly staff fitness class schedules, securing instructor availability and arranging substitutes when necessary.

Tracked customer engagement across online and offline channels, compiling feedback reports to inform service and process improvements.

Collaborated with IT, marketing, and sales teams to align customer experience strategies with promotional campaigns and product updates.

Conducted needs-based conversations to identify member pain points, improving overall satisfaction and retention.

Sales and Business Development Executive

Mystaff Consulting Ltd - Iyana Itire, Lagos State 2021

Prospected and qualified 7–10 new business leads daily, contributing to client acquisition and long-term partnerships.

Negotiated and closed contracts with prospective clients, consistently meeting or exceeding monthly revenue targets.

Delivered tailored presentations, fostering trust and relationship-building that supported repeat engagements.

Collaborated with recruitment and consulting teams to align client needs with tailored workforce solutions.

Administrative Support - HR & Operations

Ministry of Local Government And Chieftaincy Affairs (NYSC)— Minna, Niger State 2019 - 2020

Drafted professional memos, letters, and official HR correspondence, managed confidential employee and departmental records.

Coordinated staff schedules, meetings, and onboarding activities, demonstrating strong organizational and time-management skills.

Supported leadership and HR personnel with administrative tasks that enhanced workflow, facilitated recruitment processes, and improved productivity. EDUCATIONAL BACKGROUND

University of Cape Coast, Ghana – BSc: Human Resource Management (2018) PROFESSIONAL CERTIFICATIONS

Project Management Professional (PMP®) – In Progress Currently undertaking 35 Professional Development Units (PDU) required for certification Project Management Institute Of America (PMI) 2025 Key Courses Studied:

Project Integration Management

Project Scope Management

Project Schedule Management

Project Cost Management

Project Quality Management

Project Resource Management

Project Risk Management

Project Stakeholder Management

Agile, Hybrid & Adaptive Project Management

Project Communication Management

Associate Member – Proficiency Certificate in Management Nigeria Institute of Management (NIM)2021

Key Courses Studied:

Management Principles and Techniques (SMPE 101)

Communication for Managers (SMPE 102)

Corporate Law and NIM Act (SMPE 103)

Entrepreneurship / Small Business Management (SMPE 104) Stage II

Marketing Management (SMPE 201)

Financial Management (SMPE 202)

Business Ethics and Social Responsibility (SMPE 203)

Management Case Analysis (SMPE 204)

Customer Service Mastery – Udemy 2023

Certified Digital Marketer – Google Digital Skills for Africa PROFESSIONAL SKILLS

Reception, Visitor & Employee Onboarding Coordination

Multi-Line Phone & Email Management (Zoho CRM, Gmail)

Calendar, Interview & Meeting Scheduling (Google Calendar, Zoom, Calendly)

HR Records, Office Documentation & File Management

Time Management, Task Prioritization & Workflow Optimization

Professional Etiquette & Stakeholder Service Excellence

Data Entry, HRIS Management & Accurate Record-Keeping

Confidentiality, Discretion & Handling of Sensitive Employee Information Technical Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Google Workspace (Docs, Sheets, Slides, Drive)

Zoom, Calendly & Google Calendar

Zoho CRM, Salesforce, Zendesk & HRIS Platforms

Email Campaign Tools (Mailchimp, Zoho Campaigns) LEADERSHIP & VOLUNTEERING EXPERIENCE

Assistant Presiding Officer

NYSC INEC 2020 General Elections February - March 2020

Educated voters on procedures, reducing void votes by 95%.

Coordinated the management of 50+ voters, ensuring a smooth and peaceful election process.

Community Manager

The Sister's Place Financial Circle - December 2024 - Present

Cultivated an empowering community by fostering financial literacy and managing social media platforms to keep members informed and engaged. Facilitated discussions, workshops, and provided guidance on financial planning, savings strategies and budgeting.

REFEREES (on request)

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