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Vivian Gondo

Virtual Administrative Assistant | Customer Support

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Intro
Nigeria
Financial Secretary at Ombudsman Thrift and Loans Society Limited
Customer Service Representative at Public Complaints Commission
Studied Biology at Benue State University, Makurdi, Nigeria
Executive Office
Joined June 4, 2025

Skills

Languages

English
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Native or Bilingual
About
Detail-oriented and reliable. I help busy professionals stay organized, manage inboxes, support customers, and handle day-to-day admin tasks with calm efficiency. Skilled in Google Workspace, Trello, Zoho, and more.
Experience
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Ombudsman Thrift and Loans Society Limited
Jan 2024 – Present
Benue, Nigeria
Financial Secretary
• Oversaw transactions and contributions for over 200 members, ensuring financial transparency and accountability. • Improved financial reporting accuracy, leading to better budget allocation and faster decision-making. • Introduced a digital contribution tracking system, increasing efficiency by 40%. • Maintained strict confidentiality of members’ financial records, protecting sensitive data from unauthorized access. • Managed monthly contributions exceeding ₦6,000,000, ensuring accurate documentation and reconciliation. • Reduced default rates by streamlining loan disbursement and repayment tracking processes. • Ensured adherence to financial regulations, safeguarding member funds from mismanagement. • Achieved a 95% reduction in financial discrepancies through diligent bookkeeping and contribution audits.
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Public Complaints Commission
Oct 2014 – Present
Benue, Nigeria
Customer Service Representative
• Resolved over 100 customer complaints and successfully troubleshot approximately 85% of reported issues. • Delivered exceptional customer support, by handling inquires, data entry, and processing multiple orders consistently exceeding service expectations. • Built and maintained positive customer relationships ensuring timely and accurate communication across phone, email and visual platforms. • Managed high-volume telephone and email communications professionally and empathetically. • Scheduled and coordinated appointments for field personnel to expedite issue resolution and service delivery. • Escalated complex cases to supervisors and experts for prompt resolution. • Produced detailed reports and updates to support transparency and decision-making. • Trained junior team members, boosting departmental productivity and service quality. • Utilized digital tools and CRM software to streamline customer interactions and improve response times.
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Standard Alliance Life Assurance Limited
Sep 2012 – Sep 2014
Benue, Nigeria
Administrative Assistant/Cashier
• Handled a high volume of inbound calls, resolving client inquiries and account issues, which improved client satisfaction and reduced average response time by 35%. • Delivered prompt, professional customer service, maintaining a 95% satisfaction rate through accurate and empathetic client support. • Maintained daily transaction logs and balanced cashbooks, contributing to 100% error-free audits during tenure. • Processed client payments and prepared official receipts, ensuring cash handling procedures were followed precisely. • Organized and maintained physical and digital records of customer policies, claims, and correspondence, reducing file retrieval time by 40%. • Scheduled meetings, maintained calendars, and supported administrative tasks for senior staff, improving office coordination and time management. • Assisted in preparing monthly financial reports and summaries, contributing to better budget planning and branch accountability. • Supported onboarding of junior staff by preparing orientation materials and guiding them through administrative procedures. • Collaborated with the sales team to streamline customer policy updates, improving turnaround time by 25%. • Ensured client confidentiality at all times by following strict data protection protocols, helping prevent any data breaches.
Education
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Benue State University, Makurdi, Nigeria
Jun 2005 – Mar 2010
Bachelor of Science, Biology