JOSHUA ODUFISAN
Summary
Meticulous and goal-driven professional with extensive experience in customer support and executive assistant roles. Adept at managing client-centric office operations, optimizing efficiency, productivity, and service quality across various environments. Possesses strong organizational, communication, and multitasking skills. Demonstrates exceptional problem-solving abilities, attention to detail, and adaptability in dynamic settings. Proven ability to cultivate trust-based professional relationships, maintain confidentiality, and drive business objectives effectively.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
EXECUTIVE ASSISTANT
Builders Consultants Limited
1 2023 - Current
- Performed accounting activities, such as preparing 10-15 check requests, expenses reports, purchase orders and invoices weekly
- Managed and coordinated a high profile executive project, resulting in a 15% increase in revenue and a 20% improvement in customer satisfaction
- Planned and coordinated 10 successful events including conferences, NUGA games, WAFU games, staff meetings
- Provided administrative support to multiple departments, including managing calendars, coordinating meetings, and preparing reports, resulting in a 25% increase in departmental efficiency
- Maintained 100% confidentiality of all communications and documentation according to company policy.
Virtual Sales / Customer Support
Staffing ETC
05.2022 - 01.2023
- Managed over 100 real-time doctor-patient appointments daily, handled patient communications through multiple channels, and organized a high-volume email inbox, responding to inquiries with a 95% client satisfaction rate.
- Collaborated with a remote team of five virtual assistants to promote best practices and ensure cohesive coordination of activities
- Maintained a 70% sales conversion rate by effectively identifying customer needs and providing product information, while analyzing sales data to identify opportunities and offer feedback and insights to the sales team.
- Utilized CRM system to properly document customer inquiries and ensure consistent follow up
Customer Support Associate
Newglobe International Limited
03.2020 - 05.2022
- Provided extensive telephone support daily to help over 60 clients navigate the company website and use features of their accounts, achieving a 85% satisfaction rating.
- Prepared weekly reports and presentation materials on compliance activities, performance metrics and procedures for internal and external business partners.
- Consistently exceeded monthly performance targets, achieving an average of 120% of the set goals in upselling and cross-selling products and services, boosting revenue by additional 10%.
- Conducted weekly training sessions for new hires, improving their onboarding experience and reducing the average training time by 20%.
Customer Support Officer
West-man Quest Dry Cleaning Service
03.2016 - 05.2017
- Responded to 50+ customers email and telephone calls daily to resolve compliant such wrong orders, delivery issues, payment warranties, exchanges and refunds.
- Promptly attended to customers request to maintained 90% customer retention and satisfaction rate.
- Documented customer interactions to reduce on-boarding time by 15% when new customer support officer interact with customers.
Education
Post-graduate Diploma - Forensic Science
University of Lagos
Akoka, Lagos State 05.2021 - 05.2023
Bachelor of Science - Biology Education
University of Lagos
Akoka, Lagos State 09.2014 - 05.2018
Skills
Effective communication
Problem solving
Attention to details
Technical Proficiency
Emotional Intelligence
Customer Service
Collaboration and Teamwork
Analytical and critical thinking
Administrative Skills
Upselling / Crossing
Suite Query Resolution
Certification
08/2023, Alison, Medical and Clinical Administration
Languages
English
Yoruba
Software
Slack
Jira
Hubspot
Zendesk
Timeline
Virtual Sales / Customer Support
Staffing ETC
05.2022 - 01.2023
Post-graduate Diploma - Forensic Science
University of Lagos
05.2021 - 05.2023
Customer Support Associate
Newglobe International Limited
03.2020 - 05.2022
Customer Support Officer
West-man Quest Dry Cleaning Service
03.2016 - 05.2017
Bachelor of Science - Biology Education
University of Lagos
09.2014 - 05.2018
EXECUTIVE ASSISTANT
Builders Consultants Limited
1 2023 - Current
08/2023, Alison, Medical and Clinical Administration
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