Virtual Assistant - Customer Service Specialist

Soma Chukwudi

+*** 816-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Tech-savvy and highly organized Virtual Assistant with experience in dynamic and fast-paced environments. Demonstrated ability to handle customer inquiries, resolve issues, and ensure satisfaction through personalized service delivery. Skilled in building strong relationships and adapting to evolving business needs. Proficient in CRM tools, and lots of other office applications. Committed to delivering excellence and contributing positively to teams across the globe. A quick learner and a believer in continuous learning, always open to learning new tools that will be essential for the successful completion of my tasks. SKILLS

● Customer Service

● Virtual Assistance

● Complaint Resolution

● Confidentiality and Discretion

● Email, Phone, and Chat Support

● Effective Communication

● Troubleshooting

● Administrative Support

● Project Management (Trello, Asana,

Monday.com, etc.)

● Data Entry and Database

Management

● CRM Tools (Hubspot, Freshdesk,

etc.)

● Personal Assistance

● Microsoft Office Suite

● Appointment Scheduling (Calendly,

Google Calendar, SavvyCal, Picktime,

etc.)

● Google Workspace (Gmail, Goodle

Drive, Google Sheets, etc)

● Time Management and Prioritization

● Multiple Calendar Management

● Microsoft Office Suite (Outlook,

Onedrive, etc)

● Call Documentation/Logging

● Problem-Solving Aptitude

● Communication Tools (Slack, Zoom,

Discord, Loom, etc.)

● Multitasking

● Electronic Health Record systems

(EHR/EMR)

● And others...

WORK HISTORY

Executive Administrative Assistant Customer Service Representative Curative Behavioral Health, U.S. January, 2025 - January, 2026

● Efficiently managed executive and clinician calendars using SimplePractice and SquareUp, achieving a 98% on-time scheduling rate and reducing appointment conflicts and double bookings.

● Scheduled and coordinated over 100+ Zoom appointments monthly, ensuring seamless virtual session setup and client readiness.

● Proactively made confirmation, rescheduling, and cancellation calls, maintaining a 95% client attendance rate and improving patient engagement by 25%.

● Served as the first point of contact by answering 99.9% of incoming calls on the first ring, providing prompt and professional responses to client inquiries and enhancing client satisfaction.

● Created and set up new client profiles in the EHR portal, ensuring 100% completion of onboarding and access setup prior to first sessions.

● Verified insurance coverage for all new clients, accurately explaining benefits, copays, and unmet deductibles.

● Drafted and sent professional emails and appointment reminders, Zoom session links, maintaining clear and timely communication with clients.

● Developed and updated Standard Operating Procedures (SOPs), streamlining administrative processes and improving team efficiency.

● Maintained and updated spreadsheets for client records, billing, and appointment tracking, ensuring 100% data accuracy and compliance with HIPAA regulations. Appointment Setter Outreach Assistant

Grow Dialogue, U.S. December 2024– July 2025

● Conducted targeted outreach campaigns on LinkedIn, identifying and engaging decision- makers based on niche-specific search filters and keywords, then sent out tailored connection requests.

● Followed a strict Standard Operating Procedure (SOP) to ensure consistent outreach, qualification, follow-up, and pipeline management.

● Identified and disqualified leads who were unresponsive, uninterested, or did not meet our ICP (Ideal Customer Profile), keeping the pipeline clean and focused.

● Systematically moved leads through stages: Contacted, Followed Up, Interested, Booked, Not Interested, on a live Google Sheets tracker monitored in real-time.

● Sent personalized initial connection messages, follow-ups, and nurturing sequences to build rapport and drive appointment conversions.

● Maintained daily updates on lead status while flagging follow-ups, no-shows, or hot leads needing immediate sales attention.uild rapport and drive appointment conversions.

● Ensured accurate documentation and categorization of every lead interaction to support pipeline visibility and performance analysis.

Virtual Administrative Assistant

GondaCPA+Co, U.S. November 2024- June 2025

● Assisted in reviewing both basic and advanced financial reports in Karbon, Airtable, and Track-1099, ensuring completeness, and timeliness to support informed decision-making, always mindful of the importance of accuracy and the impact even a small error could have on financial data.

● Supported the organization and digital filing of sensitive documents, client data, and internal records, ensuring ease of access and compliance with internal procedures.

● Carefully reviewed Loom videos with detailed instructions, asked clarifying questions broke them down into clear, manageable tasks and following through with minimal supervision.

● Adapted quickly to new tools and systems in the tech stack, embracing a self-starter approach that reduced the need for micromanagement or constant check-ins.

● Maintained key internal routines and high-level processes that kept the business running efficiently, giving the rest of the team a clear view of what needed attention and when.

Lead Generation Specialist Data Entry Specialist Radiant Rev. U.S. March 2024– May 2025

● Manually sourced and qualified high-quality leads from social platforms such as YouTube, Instagram, and TikTok, based on strict prospecting criteria aligned with client goals.

● Applied client-specific SOPs to vet and filter out unqualified leads, maintaining a clean and highly relevant pipeline for targeted outreach.

● Achieved and often exceeded weekly lead quotas by maintaining a structured approach to research, outreach, and data entry.

● Segmented leads based on demographic information, behavior patterns, or engagement levels for personalized targeting

● Maintained real-time lead tracking using Google Sheets, ensuring accessibility and full transparency throughout the project lifecycle.

● Regularly cleaned and updated lead sheets to remove duplicates, inactive contacts, or irrelevant data, preserving database integrity.

● Rated and evaluated each lead based on completeness and accuracy of data, including name, email, social handles, and landing pages, ensuring no detail was overlooked.

● Adapted quickly to changing project/client requirements and feedback, showcasing flexibility and a commitment to continuous improvement in lead generation efforts.

● Maintained a results-focused mindset while balancing speed and accuracy, completing lead batches ahead of deadline with minimal revision required.

● Built a strong rapport with the client through regular communication and personalized updates, creating a partnership based on trust and mutual respect. Administrative Assistant (NYSC)

University of Nigeria, Enugu Campus, (NYSC) November 2023– November 2024

● Provided guidance and support to students, addressing inquiries and resolving issues to ensure smooth administrative processes.

● Managed and directed visitors, ensuring proper communication and organization of the Head of Department's office.

● Coordinated student activities during exams and practicals, assisting lecturers with research and supervision.

● Demonstrated strong interpersonal skills by advising students and connecting them to relevant departments for further assistance.

● Provided administrative support during meetings including preparing meeting agendas/materials, distributing minutes, and following up on action items.

● Served as the primary point of contact for visitors, greeting them professionally and ensuring their needs were met during their time at the office.

● Responded to inquiries from visitors and students in a timely manner, providing accurate information or directing them to the appropriate department for assistance. Data Annotator

Innodata, U.S. May 2024 - August 2024

● Analyzed and annotated large volumes of data to meet specific client requirements, maintaining high accuracy and efficiency.

● Promoted to Language QA for consistently meeting deadlines and exceeding quality standards, supporting and training annotators on project best practices.

● Played a key role in supporting and mentoring other annotators, answering their questions promptly, and providing guidance to improve their performance and maintain high project standards.

● Quickly adapted to new tools, processes, and concepts, which allowed me to handle evolving project demands with ease and efficiency. EDUCATION

● Bachelor of Science, Human Anatomy

University of Nigeria 2017-2022

TRAINING AND CERTIFICATIONS

● On Demand IT Skills – Digital Witch IT Academy, October 2024

● Virtual Assistant - ALX Africa

● Professional Diploma of the Executive Assistant - Udemy

● Professional Diploma in Customer Relationship Management - Udemy

● Email Marketing - HubSpot

● Project Management 101- Simplilearn.

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