Customer Support & Appointment Coordinator

OMOROGBE OSAWEWINOMWAN JOY, Customer Support Coordinator

Benin City, Nigeria, +234 808-***-****, **************@*****.***, LinkedIn SUMMARY Dedicated Customer Support and Appointment Coordinator with over 5 years of experience in client relations, virtual assistance, and administrative support. Proven ability to manage inquiries across multiple channels, maintain accurate CRM records with 99% accuracy, and reduce onboarding errors by 30%. Seeking to leverage strong organizational skills and client communication expertise to provide exceptional financial guidance and appointment scheduling support to clients at Local First Arizona. WORK EXPERIENCE

Customer Relations & Support Officer

Lapo Microfinance Bank

08/2020 – Present Benin, Nigeria

Addressed 50+ inbound support requests monthly via phone, email, and live chat, consistently achieving a 95%+ first-contact resolution rate and maintaining zero escalations per quarter.

Diagnosed and resolved client account issues, onboarding errors, and data discrepancies through a structured problem-solving methodology, reducing onboarding errors by approximately 30%.

Maintained 99% accuracy across all CRM records, including account status, communication logs, and ticket updates within GoHighLevel and internal database systems.

Acted as the primary liaison between clients and internal departments, translating user feedback into actionable insights that improved service workflows.

Authored and updated internal FAQs, help center articles, and support documentation to minimize repeat inquiries and enhance self-service resolution rates.

Delivered weekly performance and client activity reports to management, facilitating data-driven decision-making regarding support quality. Virtual Assistant

Vannie’s Hub

04/2026 – 05/2026 Remote

Provided remote administrative and operational support, expertly managing calendars, coordinating schedules, and handling inbox communications on behalf of management.

Oversaw social media coordination tasks, drafted professional correspondence, and maintained accurate digital records. Supported daily business operations, ensuring timely task completion and consistent high-quality output.

Customer Support Representative

Afriment Academy

04/2026 – 05/2026 Benin

Managed student and client inquiries through email, chat, and phone, providing timely and accurate information regarding courses, enrollment, and platform access.

Facilitated the onboarding of new students, guiding them through the registration process and resolving any account or access issues encountered.

Logged and tracked support interactions within CRM tools, ensuring accurate record-keeping and escalating unresolved cases as necessary. Contributed to the enhancement of support workflows by identifying recurring issues and proposing process improvements to the team. Administrative & Support Virtual Assistant

Deevic Print and Global Resources

02/2019 – 01/2020 Benin

Managed all inbound communications, including calls, emails, and correspondence, serving as the primary point of contact and improving response times by 40% through efficient inbox management. Instituted a structured digital filing system for contracts, client records, and supplier documents, decreasing document retrieval time by 50%. Prepared and formatted professional business documents, invoices, and client proposals utilizing Microsoft Word, Excel, and Google Workspace. Supported onboarding and operational workflows with meticulous attention to detail and adherence to high-quality output standards aligned with brand requirements.

Client Support & Relations Officer

Envied Travels

02/2017 – 03/2018 Benin

Provided end-to-end customer support for over 30 monthly travel clients, managing bookings, resolving inquiries, and coordinating documentation via phone, email, and text.

Maintained precise booking records and client databases, achieving a 98% client satisfaction rating and ensuring zero data integrity issues. Authored and responded to professional emails on behalf of management, ensuring timely and courteous communication with international clients and travel partners.

EDUCATION

Ambrose Alli University, Ekpoma

B.Sc., Economics

10/2013 – 10/2017 Benin, Nigeria

Delta State

National Youth Service Corps (NYSC)

05/2018 – 08/2019 Edo, Nigeria

Completed

SKILLS GoHighLevel HubSpot

Zendesk Freshdesk

Intercom Zoom

Slack Microsoft Teams

WhatsApp Business Gmail

VoIP Trello

Notion Monday.com

Google Workspace Microsoft Office Suite

CRM Management Virtual Assistance

Email & Inbox Management Appointment Scheduling

Help Center Documentation Data Entry & Record Keeping Client Onboarding Content Moderation

Administrative Support SaaS Platform Support

AI Tools & Technology Community & Platform Safety

Customer Support & Ticket

Resolution

Cross-functional Coordination

Remote Work Autonomous Execution

Client Communication Communication

Record Keeping Financial Guidance

Customer Support Trainability

Performance-based work

Otaniyen Joy

Executive assistant, Afriment

REFERENCES

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