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oteri goodness

Virtual Assistant & Inbound and Outbound Customer Support Specialist

Welcome to my profile! Your business's path to reaching new heights lies in having a customer-centric professional who consistently goes above and beyond to ensure customer delight. I am committed to delivering top-notch support that ensures customer satisfaction and enhances your brand reputation. I have over 3 years of experience working in customer-facing roles and I have worked with a diverse range of clients across various sectors, which has equipped me with the ability to adapt to different customer preferences and needs. I take great pride in delivering exceptional customer support, recognizing its pivotal role in shaping a company's reputation and nurturing lasting relationships with customers. Understanding the significance of effective customer support, I am dedicated to providing top-notch service that leaves a positive and lasting impression on every individual I assist. ☀️☀️☀️☀️☀️ My Core Skills and Competencies: * Customer service orientation/Systems, CX Client onboarding & satisfaction, query/issue resolution & complaint handling skills, client services & relationship management skills. * Effective Communication Skills: I possess excellent verbal and written communication skills, which allow me to articulate complex information clearly and concisely. * Strong People Management Skills: I believe in leading by example and inspiring my team members to achieve excellence. I foster a culture of collaboration, trust, and continuous improvement. I am passionate about empowering individuals and creating a cohesive, high-performing team. * Administrative Assistant: I am skilled in managing schedules, setting appointments(using tools like Pick-time, Calendar, and Google Appointment Slot), managing emails, carrying out research, and performing data entry tasks. I possess strong organizational skills that allow me to multitask and prioritize tasks effectively, maintain efficient filing systems, and ensure important documents are readily accessible. With me on board, you can count on a well-organized and structured workflow. * Time/project management: I am highly proficient with various time and project management tools such as Trello, Asana, Zapier,, Acuity, Click up, Time Doctor, and Clockify amongst others. * Tech-Savviness: I am well versed in using various applications and tools such as Slack, Google Suite, Microsoft Office Suites, CRM systems like HubSpot, Microsoft Dynamic 365, Salesforce, Zoho, and live chat support tools like Zendesk, Intercom, Freshdesk amongst others, * Ability to use data to gain insights for informed decisions: Data-driven decisions help to drive business growth ☀️☀️☀️☀️☀️ Why Choose Me * Time Management: I possess excellent organizational skills and can efficiently manage multiple projects and customer inquiries, ensuring prompt responses and resolutions. I prioritize tasks effectively, ensuring that each customer receives the attention they deserve and that service levels are consistently met. * Communication: As a proactive communicator, I value clear communication and transparency in work relationships and I explore all channels available to keep my clients updated. * Experience: I have extensive experience in administrative tasks and handling outbound and inbound customer inquiries, resolving issues, and providing timely and accurate information. I possess exceptional listening skills, ensuring that each customer feels heard, valued, and satisfied with their interaction. * Problem Resolution: I am skilled at de-escalating tense situations, empathizing with customers, and finding effective solutions that meet their needs while adhering to company policies. * Continuous Improvement: I am committed to ongoing learning and professional growth. I stay up to date with industry trends, customer service best practices, and new technologies that can enhance my job. I am always seeking opportunities to improve and provide even better service. Let's connect and explore how we can achieve greatness together!
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Jumia Group
Jun 2022 – Present
Lagos, Nigeria
Junior Account Manager
* Spearheaded monetization efforts by acquiring sellers through value offerings, sales campaign management, promotions, and upgraded product lines. * Owned the VAS products, elaborating on their value proposition, target market, and trends to drive sales. * Cultivated and managed relationships with key sellers, ensuring their satisfaction and swift issue resolution. * Negotiated discounts with sellers to maintain competitive pricing for customers while maximizing revenue. * Resolved outbound and inbound issues for vendors via email and phone calls, ensuring smooth transactions. * Successfully managed KPIs focused on Return on Advertising Spend (ROAS), Click-Through Rate (CTR), and Conversions. * Played a pivotal role as the lead point of contact for marketing and advertising campaign management in Sponsored Advertisement for(VAS) for Jumia NG.
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Elizade JAC Autoland Limited
Feb 2021 – May 2022
Lagos, Nigeria
Sales Admin Executive
* Educated customers about product features and demonstrated operations to facilitate informed purchasing decisions. * Introduced brand offerings and matched customers' needs with company products to drive revenue growth. * Processed orders via online, phone, and email channels, ensuring swift deliveries. * Monitored market trends and customer preferences to optimize sales operations and profitability. * Provided administrative support, including raising sales quotes and sales orders using ERP software. * Prepared informational packets to keep the sales team informed on new and updated product lines. * Maximized profitability by capitalizing on revenue opportunities with well-coordinated sales programs. * Prepared monthly sales and vehicle demonstration reports.
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God’s Evidence Venture Global Services
Sep 2019 – Aug 2020
Lagos, Nigeria
Administrative Assistant
* Maintained and updated company database and purged inactive account information. * Inventoried office supplies and facilitated replenishment. * Delivered expert administrative support each day, including processing all paperwork, appointment request, and vendor payments. * Supported HR activities, coordinating recruitment and on-boarding events. * Sorted and distributed incoming mail and prepared outgoing documents and parcels for pick-up. * Answered phone calls and transferred callers to requested personnel. * Interacted with visitors, vendors, contractors, and professional service personnel to receive orders, direct activities, and communicate instructions.
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University of Portharcourt
Jan 2014 – Feb 2019
Bachelor of Science , Political and Administrative Studies