Nelly Okenwa, Executive Virtual Assistant

About

I am a highly skilled Executive Virtual Assistant with more than 5 years of experience providing top-notch administrative, technical, and customer support. I excel in ensuring smooth daily operations in remote environments. I am proficient in utilizing SaaS applications to optimize workflows and improve communication. I am recognized for my exceptional organizational skills, proactive problem-solving abilities, and a strong commitment to delivering results that consistently exceed expectations.

Experience

AB InBev – International Breweries

Feb 2023 – Jan 2025

Technical Support Specialist (Remote)

• Delivered first- and second-level technical support to a global user base of over 200 individuals, achieving an impressive 95% first-contact resolution rate and ensuring exceptional user experiences across various regions. • Efficiently managed and prioritized support tickets in a high-volume environment, achieving a flawless 100% compliance rate with SLA requirements for issue response and resolution. • Collaborated closely with software developers to identify, document, and resolve system bugs, successfully implementing over 15 feature enhancements that boosted user functionality by 30% within six months. • Designed and executed more than 20 training sessions and webinars within a year, ensuring 100% participation from key user groups and increasing software adoption rates by a remarkable 40%. • Developed and maintained comprehensive user manuals, FAQs, and troubleshooting guides, leading to a significant 35% reduction in repetitive queries within the first quarter. • Achieved and sustained a 93% user satisfaction rating, consistently exceeding the departmental target of 90%. • Effectively simplified complex technical concepts, enhancing understanding among non-technical stakeholders by 40%, as demonstrated by post-training surveys. • Documented technical solutions and produced user-friendly guides, facilitating knowledge sharing within the team and driving overall operational efficiency improvements of 15% year-over-year.

Roadlers Limited

Sep 2021 – Nov 2022

Virtual Assistant – (Remote)

• Oversaw day-to-day administrative operations, ensuring smooth workflow across departments. • Achieved a 15% reduction in operational costs by optimizing procurement and maintaining office equipment. • Managed executive calendars, scheduled meetings, and coordinated travel arrangements. • Managed a team of over 10 support staff, facilitating seamless communication and teamwork while achieving a 15% reduction in error rates. • Developed and implemented efficient filing systems for financial documents, enhancing organization and retrieval. • Maintained and updated CRM databases to track client interactions and project progress • Streamlined processes in collaboration with cross-functional teams, saving an estimated 5 hours per week across the organization, boosting overall efficiency. • Introduced data-driven reporting tools, providing real-time insights that led to a 10% increase in production output and on-time deliveries. • Collaborated with the finance team to streamline data entry processes, reducing entry time by 20%. • Assisted with social media management, content scheduling, and engagement. • Prepared expense reports, invoices, and financial summaries for management review.

Physio Centers of Africa

Feb 2020 – Aug 2021

Lagos, NGA

Executive Assistant to the Managing Director and Project Officer

● Achieved a 15% reduction in travel costs by efficiently coordinating both domestic and international travel arrangements. ● Managed the Managing Director's calendar, avoiding scheduling conflicts and ensuring productive meetings across multiple time zones while interfacing with over 20 stakeholders and maintaining confidentiality in all communications and documentation. ● Enhanced office efficiency by 20% through the streamlining of administrative processes, saving an estimated 10 hours per week for employees. ● Collaborated on projects from initiation to completion, resulting in on-time and on-budget delivery, contributing to a 15% increase in overall sales, and fostering strong client relationships. ● Prepared and presented business correspondence, reports, and market research to senior management, identifying cost-saving opportunities that led to an annual cost reduction of 10%. ● Assisted in managing employee-related tasks, which included successful hiring, supervision, onboarding, and training for over 20 team members, contributing to a 10% increase in departmental productivity. ● Managed day-to-day bookkeeping tasks, including accounts payable and receivable, ensuring timely processing of invoices and payments.

Clever Clogs Limited

Mar 2018 – Feb 2020

Lagos, NGA

Client Relationship Management

● Maintained customer relationships and provided timely product information, resulting in a 15% increase in customer satisfaction and retention. ● Updated products on sales channels, improving product visibility and leading to a 10% increase in sales. ● Executed strategic initiatives, enhancing business development and sales programs, resulting in a 12% boost in revenue. ● Increased data entry efficiency by 20% through streamlined database management, saving the company approximately 5 hours per week. Interfaced with numerous customers and collaborated with team members on communications initiatives.

Education

National Open University of Nigeria

Jan 2014 – Mar 2019

Bachelor of Science, Accounting

Nelly Okenwa

Executive Virtual Assistant

Skills

Languages