JESSICA ORKAA
Lagos
Summary
Resourceful and results-driven professional with a strong background in customer support, digital marketing, and virtual assistance. Proven ability to manage multiple roles efficiently, delivering exceptional service, driving brand growth, and supporting business operations remotely. Skilled in handling customer inquiries with empathy and efficiency, implementing targeted marketing strategies across digital platforms, and providing administrative support that enhances team productivity and business performance. Adept at using a wide range of tools including CRM systems, social media platforms, email marketing software, and productivity suites. Highly adaptable, tech-savvy, and committed to delivering value in dynamic and fast- paced environments.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Customer service representative
Team Hired
Texas, United States
05.2025 - Current
- Handled 500+ number of calls daily, assisting customers with inquiries, troubleshooting, and issue resolution.
- Scheduled consultation calls and live webinars through Close.io CRM.
- Asked qualifying questions to understand each lead's goals, interests, and readiness.
- Assisted customers by providing detailed information about products and services.
- Resolved customer complaints efficiently ensuring satisfaction and loyalty.
- Documented customer interactions accurately for future reference and follow-up.
- Collaborated with team members to improve service delivery and resolve issues.
- Met and exceeded key performance metrics, including call resolution time and customer satisfaction scores.
Outbound Telemarketer
Call Experts
Ontario, Canada
09.2023 - 05.2025
- Handled over 600 calls daily.
- Conducted outbound calls to potential customers to promote products and services.
- Engaged in active listening to understand customer needs and provide tailored solutions.
- Maintained accurate records of customer interactions and feedback in CRM system.
- Provided clear and concise information regarding products/services, policies, and procedures.
- Collaborated with team members to refine telemarketing strategies and improve outreach.
- Met and exceeded key performance metrics, including call resolution time and customer satisfaction scores.
Digital Marketer
TomiCases
Lagos, Nigeria
01.2024 - 04.2025
- Developed and implemented content strategies that aligned with business goals, resulting in a 25% increase in audience engagement over 3 months.
- Created high-performing social media, blog, and email content tailored to target audiences, driving brand awareness and lead generation.
- Managed and optimized paid advertising campaigns (Meta Ads, Google Ads), achieving a 3.5x return on ad spend (ROAS) and reducing cost-per-click by 20%.
- Scheduled and published content across multiple digital platforms, ensuring brand consistency and timely delivery.
- Supported administrative tasks such as managing email communications, scheduling meetings, and organizing digital assets — demonstrating excellent virtual assistant capabilities.
- Developed and executed targeted digital marketing campaigns across multiple platforms.
- Collaborated with cross-functional teams to enhance brand visibility and engagement.
- Analysed website traffic and user behaviour to optimise online marketing strategies.
- Created compelling content for social media channels to drive audience interaction.
Administrative Virtual assistant
TomiPackaging
Lagos, Nigeria
01.2024 - 04.2025
- Managed and responded to customer inquiries via email, chat, and phone regarding packaging products, pricing, and order statuses.
- Scheduled and confirmed meetings, maintained calendars, and handled internal communication for the sales team.
- Engaged new leads on WhatsApp within minutes of opt-in to ensure high conversion opportunities.
- Coordinated schedules and appointments to optimise team efficiency.
- Developed and maintained comprehensive filing systems for easy access to information.
- Managed communication with clients and vendors to ensure seamless interactions.
- Assisted in the preparation of reports and presentations to support decision-making.
Administrative Assistant
IBST LIMITED
Lagos, Nigeria
01.2022 - 07.2023
- Coordinated scheduling and prioritisation of appointments and meetings for department staff.
- Streamlined communication between departments by managing internal and external correspondence effectively.
- Assisted in preparation of reports and presentations ensuring accuracy and adherence to deadlines.
- Managed office supplies inventory by monitoring stock levels and placing timely orders as needed.
Education
Bachelor of Arts - Mass Communication
Veritas University Abuja
Nigeria 11.2018 - 08.2021
Skills
- Excellent verbal & written communication
- Problem-solving
- Quality assurance & follow-ups
- Efficient telephonic etiquette
- Administrative support
- CRM and database management
- Lead generation
- Time Management and Organization
- Data entry proficiency
Languages
English
Advanced
Certification
- ALX Africa (Virtual Assistant)
- Ace Coterie Consulting, Lagos (Social Media Management)
References
References available upon request.
Timeline
Customer service representative
Team Hired
05.2025 - Current
Digital Marketer
TomiCases
01.2024 - 04.2025
Administrative Virtual assistant
TomiPackaging
01.2024 - 04.2025
Outbound Telemarketer
Call Experts
09.2023 - 05.2025
Administrative Assistant
IBST LIMITED
01.2022 - 07.2023
Bachelor of Arts - Mass Communication
Veritas University Abuja
11.2018 - 08.2021