Mercy Ekeh, Customer Support/Virtual Assistant

Experience

TVO Business Solutions

Feb 2024 – Present

Remote

Freelancer

Administrative Virtual Assistant • Managed calendars for 10+ clients, scheduling over 500 meetings and appointments per month. • Provided email management services, responding to an average of 200 emails per day and achieving a 99% response rate within 2 hours. • Create and edit documents, presentations, and spreadsheets using Google Suite and Microsoft Office. • Develop and implement effective filing systems, both physical and digital. • Conduct data entry, bookkeeping, and invoicing using Zoho, Excel and Google Sheets 𝘌𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘚𝘶𝘱𝘱𝘰𝘳𝘵: • Conduct research and analysis on various projects, providing actionable insights and recommendations • Develop and implement strategic plans, including project management and timeline creation • Collaborate with clients to develop and refine business ideas, goals, and objectives • Provide high-level administrative support, including preparing confidential documents and reports • Manage and coordinate special projects, including event planning and marketing initiative Customer Support Personnel • Provided customer service support, resolving an average of 50 customer inquiries per day and achieving a 95% customer satisfaction rating. • Analyzed customer feedback and implemented changes that resulted in a 15% increase in customer satisfaction and a 10% increase in repeat business. • Implemented a new ticketing system, resulting in a 40% reduction in response time and a 25% increase in first-call resolution. • Managed a customer support queue of 2,000+ tickets, achieving a 95% resolution rate within 24 hours.

Nellyval Investments Ltd

Aug 2021 – Sep 2023

Port-Harcourt

Customer Support Manager

• Provided customer service support, resolving an average of 50 customer inquiries per day and achieving a 95% customer satisfaction rating. • Supervised a team of 8 customer support representatives, achieving a 45% increase in team productivity and a 30% decrease in customer complaints. • Implemented process improvements that reduced average handle time by 20% and increased first-call resolution rates by 25%. • Developed and delivered training programs that resulted in a 40% increase in team members' product knowledge and a 20% increase in customer satisfaction. • Analyzed customer feedback and implemented changes that resulted in a 15% increase in customer satisfaction and a 10% increase in repeat business. • Collaborated with cross-functional teams to resolve complex customer issues, resulting in a 90% resolution rate and a 25% increase in customer loyalty. • Reduced average handle time by 20% through process improvements and efficient resource allocation. • Attended to the calls, inquiries, complaints and requests of clients and ensuring their needs are met.. • Troubleshoot issues when and where necessary.

Nellyval Investments Limited

Aug 2020 – Sep 2023

Port-Harcourt

Admin Manager

• Streamlined Interdepartmental Operations: Oversaw the operations of multiple departments, ensuring seamless communication and efficient workflows. • Secured Strategic Partnership: Collaborated with A.P Maersk Moller Côte d'Ivoire to secure a TBL contract, facilitating smooth container clearance and benefiting both companies. • Managed Customs Clearance: o Followed up on customs clearance processes and resolved customs-related issues in collaboration with the crisis management team. o Processed copy bills, original bills, and telexes from clients, monitored shipping company invoices and payments, and ensured timely payment of customs import duties. o Monitored and followed up on CCVO, proforma invoices, and other essential import documents. • Accelerated Container Release: Ensured timely issuance of shipping company Delivery Orders (D.O.) and customs exit documents to expedite container release and delivery, minimizing demurrage charges. • Facilitated International Communication: Communicated with shippers and manufacturers in China and other countries to resolve technical import issues for clients. • Developed and Trained Staff: Trained new employees on essential job duties to enhance their skills and performance.

Education

Benson Idahosa University

Aug 2015 – Jul 2019

BSc - First Class, Economics

Mercy Ekeh

Customer Support/Virtual Assistant

Skills

Languages