MACLORD SOCHIMA ONYENJUALA
Freelancer
Aba,Abia State
Summary
Highly organized and detail-oriented Virtual Assistant with over 3 years of experience providing exceptional customer service. Adept at managing multiple tasks simultaneously and streamlining processes to boost efficiency. Proven ability to work independently and collaboratively, consistently exceeding client expectations.
Overview
4
4
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Service Representative
Digital Witch Support Community
Lagos, Nigeria
01.2024 - Current
- Troubleshoots customer issues on first contact at a rate of 80%, leveraging strong interpersonal skills and conflict resolution techniques to ensure positive outcomes..
- Proactively Manages customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assist customers with varying questions using product knowledge and service expertise.
- Answers customer telephone calls promptly and improved on-hold wait times.
- Manage high-volume customer queries simultaneously through effective multitasking.
- Manage 50+ daily calls, taking orders and escalated cancellations.
Salon Receptionist
NMA BEAUTY SALON
Aba, Abia State, Nigeria
02.2022 - 12.2023
- Provided front desk support, greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Advised clients on after-care procedures including upselling salon services, exclusive treatments and limited offers to maximize sales.
- Maximized salon productivity by strategically scheduling appointments using Calendly.
- Resolved a complex scheduling issue for a client who accidentally booked an appointment for the wrong stylist. By using my knowledge of stylist schedules and effectively communicating with both the client and stylist, I was able to reschedule the appointment for the same day, minimizing disruption and ensuring the client left happy.
- Utilized interpersonal skills to build rapport with clients and foster long-term relationships.
- Processed cash and card payments on guests' arrival.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 60% within 1year.
Technical Support Engineer
Wizzy Communications
Aba, Abia State
07.2022 - 01.2023
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Provided testing and systems administration support as required by multi-disciplinary teams.
- Investigated and diagnosed customer's technical and product queries.
- Resolved a complex customer call-dropping issue on a popular smartphone model through remote troubleshooting and exceeding expectations
Virtual Assistant
Portia Darby
Laurel, United States
01.2020 - 01.2022
- Successfully managed 25+ complex travel itineraries, including booking flights, hotels, and ground transportation within budget constraints. This resulted in 55% cost savings while consistently exceeding my boss's expectations.
- Maintained a flawless email communication system, ensuring timely replies and clear communication with internal and external stakeholders.
- Confidently navigated multiple IT software and systems including G-suite and Dropbox.
- Organized tasks by level of urgency and importance to make best of use time and resources.
- Increased productivity by 70% through streamlined calendar management and efficient appointment scheduling using Calendly.
Education
NATIONA DIPLOMA - Architecture
Abia State Polytechnic
Aba, Abia State 2013 - 2015
Higher National Diploma - Architecture
Abia State Polytechnic
Aba, Abia State 2017 - 2019
Skills
- Customer Service
- CRM Tools
- Communication
- Practiced problem solver
- Data entry
- Sales/Marketing
- Time Management
- Project Management
- Adaptability
- Appointment Setting
- Team player
- Outstanding customer care
- Exceptional communicator
- IT literate
- Microsoft Excel
Certification
- Customer Success Fundamentals
- Technical Support Fundamental
- Customer Service Foundation
- Customer Service: Problem Solving and Troubleshooting (2018)
- Customer Service: Through Text and Chat
- Professional Diploma Of Virtual Executive Assistant
- Working as a Virtual Assistant
- Digital Witch Support Community On Demand IT Skill Training
Languages
English
Fluent
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsFlexible work hoursTeam Building / Company RetreatsStock Options / Equity / Profit SharingWork from home optionPersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Digital Witch Support Community
01.2024 - Current
Technical Support Engineer
Wizzy Communications
07.2022 - 01.2023
Salon Receptionist
NMA BEAUTY SALON
02.2022 - 12.2023
Virtual Assistant
Portia Darby
01.2020 - 01.2022
NATIONA DIPLOMA - Architecture
Abia State Polytechnic
2013 - 2015
Higher National Diploma - Architecture
Abia State Polytechnic
2017 - 2019
- Customer Success Fundamentals
- Technical Support Fundamental
- Customer Service Foundation
- Customer Service: Problem Solving and Troubleshooting (2018)
- Customer Service: Through Text and Chat
- Professional Diploma Of Virtual Executive Assistant
- Working as a Virtual Assistant
- Digital Witch Support Community On Demand IT Skill Training
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