Immaculater Obioma Amailo
Lagos State
Summary
Customer-focused professional with over 11 years of diverse experience in customer service, virtual assistance, and IT support. Adept at delivering exceptional customer experiences through effective communication, problem-solving, and proactive assistance. Proven track record in managing virtual support functions, ensuring seamless operations and client satisfaction. Expertise includes leveraging IT solutions to enhance customer interactions and streamline processes. Known for fostering positive client relationships, optimizing virtual assistance workflows, and consistently exceeding service expectations. Seeking an opportunity to apply a rich blend of customer service and virtual assisting skills to contribute to a dynamic and client-centered environment.
Overview
13
13
years of professional experience
Work History
IT Support
Nigerian Railway Corporation
05.2023 - Current
- Provides valuable assistance to the Data Processing Officer in executing various tasks.
- Offers technical support and troubleshooting issues to ensure seamless data processing operations.
- Manages and organizes official email correspondence with a keen attention to detail.
- Attends to user queries promptly, ensuring all support needs are met effectively.
- Coordinates both internal and external client calls, facilitating smooth communication channels.
- Oversees the proper functioning of office equipment, manages inventories, and facilitates the ordering/replacement of equipment and supplies.
- Introduces innovative approaches and procedures to enhance process efficiency and optimize record retention, management, and recovery.
- Performs administrative duties, including data management, to contribute to the efficient operation of the office.
CEO
Immaculate Skincare
01.2022 - Current
- Proficiently manage contracts, consistently meeting and exceeding customer expectations.
- Foster a forward-thinking and performance-oriented business culture, driving industry innovation.
- Oversee and process customer orders with a precision-focused approach, ensuring timely delivery and heightened customer satisfaction.
- Implement and manage an effective inventory tracking system, successfully reducing order fulfillment times by 15%.
- Coordinate outbound and inbound client calls for both internal and external stakeholders.
- Surpass monthly sales targets consistently through the implementation of strategic sales tactics and coaching.
- Optimize the order fulfillment process, achieving a 30% reduction in errors by establishing a robust quality control system.
- Collaborate with suppliers to negotiate favorable terms, resulting in a 10% cost reduction for bulk orders.
- Implement streamlined filing systems, enhancing document accessibility, and reducing response times to customer queries.
Virtual Administrative Assistance
Archiving Health Nigeria Initiative (AHNI)
01.2019 - 12.2021
- Orchestrated streamlined operations by meticulously managing appointments, schedules, and meetings for directors, proactively communicated creative ideas and innovative approaches to enhance the efficiency of processes and products, focusing particularly on records storage, management, and retrieval.
- Demonstrated expertise in utilizing various tools such as Zoom, Loom, Slack, Click-up, Monday.com, Asana, Trello, SFDC, Zoho, Wire, HubSpot, Zendesk, Freshdesk, Microsoft Office, and Google Suite.
- Orchestrated the creation and drafting of speeches, correspondences, and reports for executives.
- Coordinated outgoing and incoming client calls, providing comprehensive office, technical, and support services.
Monitored clients' needs, activities, and expectations to ensure satisfaction and enhance client retention. - Facilitated collaboration with various industries to promote and sustain organizational goals.
Customer Service Representative /Sales Representative
Amaco Nigeria Limited
10.2010 - 12.2018
- Drove a remarkable 20% increase in monthly sales by deploying advanced product knowledge and engaging customers effectively. Actively participated in upselling and cross-selling strategies to elevate average transaction values.
- Managed and processed customer orders with precision, ensuring accurate and timely delivery to enhance overall customer satisfaction.
- Implemented an efficient inventory tracking system, reducing order fulfillment times by 15% and contributing to enhanced operational efficiency.
- Provided crucial administrative support, including meticulous data entry, filing, and maintaining organized records for easy retrieval.
- Assisted in creating and maintaining employee schedules, optimizing staffing levels to accommodate peak business hours, and ensuring seamless operations.
- Consistently surpassed monthly sales targets by implementing effective sales strategies and providing coaching to the sales team.
- Streamlined the order fulfillment process and achieved a 30% reduction in errors by implementing a robust quality control system.
- Collaborated with suppliers to negotiate favorable terms, resulting in a significant 10% cost reduction for bulk orders.
Education
Bachelor of Science - Computer Science Education
Nnamdi Azikiwe University
Awka- Anambra State.2017
Nigeria Certificate in Education: - Computer Science/Chemistry Education
Federal College of Education
Yola- Adamawa State.2013
Skills
- Virtual Assistance
- Administration
- Customer Support
- IT Support
- Call Management
- Complaint resolution
- Appointment Scheduling
- Teamwork and Collaboration
- Analytical and Critical Thinking
- Planning and Coordination
- Travel planning
- Official writing and presentation skills
- Meeting Coordination and planning
- Microsoft Office tools
- CRM/Workflow Management Tools (eg: Slack, Hubspot, Trello, Asana, Calendly, Freshdesk, Google Drive)
- Data entry
Trainings and Certification
- Administrative Foundation
- Customer Support Specialist; serving customers through phone calls, chat, and text
Udemy
- Customer Support Skills
- Fundamental Course in Salesforce
Coursera Google
- Technical Fundamentals
Other Training
- Mobile Graphics like Canva, Social Media Tools (Whatsapp, Facebook, Instagram, Twitter, Telegram) Usage, and Automation.
Timeline
IT Support
Nigerian Railway Corporation
05.2023 - Current
CEO
Immaculate Skincare
01.2022 - Current
Virtual Administrative Assistance
Archiving Health Nigeria Initiative (AHNI)
01.2019 - 12.2021
Customer Service Representative /Sales Representative
Amaco Nigeria Limited
10.2010 - 12.2018
Bachelor of Science - Computer Science Education
Nnamdi Azikiwe University
Nigeria Certificate in Education: - Computer Science/Chemistry Education
Federal College of Education
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