Homto Dokpesi
Virtual Assistant
Abuja,FC
Summary
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management and customer service skills. Offering 12 years of experience providing quality administrative support to clients.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Call Center Representative
O2 Link
London, United Kingdom
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion, and access to services.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Processed debit and credit card and electronic check payments.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Boosted customer service satisfaction ratings through consistent quality control.
- Attended telephone skills and program information training sessions to boost aptitude.
- Approved and terminated customer contracts upon request.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Investigated and resolved accounting, service and delivery concerns.
Virtual Assistant
Xxx
Los Angeles , California
10.2022 - 04.2023
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Executed travel arrangements by researching and booking flights and accommodations.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Managed CRM input, exports and clean up.
- Kept extensive contact list updated with new contacts and changes to existing contacts.
- Uploaded files for team use on Google Suite and SharePoint.
- Developed complex reports in Excel for cost reporting.
- Conferred with customers by telephone, chat or email to provide information.
- Wrote press releases and posted updates to social media.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Entered supervisor's shopping list into online shopping site and coordinated deliveries.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Coordinated Skype calls across multiple time zones.
- Completed business correspondence, transcription, and data entry.
- Organized and managed team tasks using Trello and Asana.
- Ordered gifts for clients for holidays and in recognition of special accomplishments.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
- Researched topics and events to support supervisor's work agenda and projects.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Established administrative work procedures to track staff's daily tasks.
- Managed filing system, entered data and completed other clerical tasks.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Liaised between clients and vendors and maintained effective lines of communication.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Performed research to collect and record industry data.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Assisted coworkers and staff members with special tasks on daily basis.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Executive Assistant
DAAR
Abuja, FC
08.2008 - 12.2015
- Organized and coordinated conferences and monthly meetings.
- Answered high volume of phone calls and email inquiries.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Facilitated training and onboarding for incoming office staff.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Used advanced software to prepare documents, reports, and presentations.
- Developed and maintained automated alert systems for important deadlines.
- Handled confidential and sensitive information with discretion and tact.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Conducted research and analyzed data to provide detailed reports on various business topics.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Took notes and dictation at meetings.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Screened personal and business calls and directed to appropriate party.
- Handled incoming and outgoing mail, email and faxes.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Updated and maintained confidential databases and records.
- Promoted team productivity by keeping supplies organized and well-stocked.
- Created and managed office systems to efficiently deal with documentation.
- Worked with senior management to initiate new projects and assist in various processes.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Filed paperwork and organized computer-based information.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Wrote reports, executive summaries and newsletters.
- Coordinated events and worked on ad hoc projects.
- Volunteered to help with special projects of varying degrees of complexity.
Education
Masters - International Business Economics
University of Westminster
London, United Kingdom Bachelor Of Accountancy - Accounting
Igbinedion University
Okada, Edo StateSkills
Paperwork drafting
Business administration
Sorting and labeling
Multi-line phone proficiency
Travel planning
Transcription and dictation
Customer relations and communications
Social media knowledge
Executive presentations
Document conversion
Workflow planning
Office management
Records management
Customer and client relations
Scheduling and calendar management
Program files maintenance
Payroll and budgeting
Bookkeeping
Documentation and control
Report analysis
Spreadsheet management
Employee timesheet processing
Credit and collections
Scheduling
Meeting minutes
Business correspondence
[Number] WPM typing speed
Writing reports
Recordkeeping
Filing and data archiving
Accounting familiarity
Presentation design
Office administration
Meeting arrangements
Administrative support
Timeline
Virtual Assistant
Xxx
10.2022 - 04.2023
Executive Assistant
DAAR
08.2008 - 12.2015
Call Center Representative
O2 Link
Masters - International Business Economics
University of Westminster
Bachelor Of Accountancy - Accounting
Igbinedion University