Vivian Gondo, Virtual Administrative Assistant | Customer Support

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

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.

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.

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

Benue State University, Makurdi, Nigeria

Jun 2005 – Mar 2010

Bachelor of Science, Biology

Vivian Gondo

Virtual Administrative Assistant | Customer Support

Skills

Languages