Vera Iguele

VERA IGUELE ❖ Customer Service Tech and Support ❖ Virtual Assistant(Data Entry and Administrative Support ☎ +234 - ✉-Ajah, Lagos, Nigeria. https://bit.ly/VeraIgueleLINKEDIN 🌍 🔗 PROFESSIONAL SUMMARY A skilled professional with over 5 years of experience in Customer Service, Management, Administration, and Data Entry, utilizing exceptional data management for data storage, creation, identification, and resolution of discrepancies. Proven leadership skills, managed a 7-member cross-functional (Client Relations, Front Desk, Billing) team, and coordinated business with over 50 partner Hospitals towards creating a successful B2B and B2C service. EXPERIENCE TRANSACTION /CUSTOMER SERVICE OFFICER TOPNOSH GLOBAL SERVICES LAGOS STATE July 2022 - Nov 2022 ❖ Drastically reduced customers' transaction processing time by designing a step by step self-service guidelines for transactions via life chat, social media (Instagram) ❖ Reduced customer support calls by 60% by designing the self-service transaction guidelines. ❖ Increased new customer engagements by accurately enlightening them about the company’s services. ❖ Created a template for tracking and reporting information related to transactions. Created and updated customers' information accurately. Balanced and accurately maintained transaction updates. Achieved a 100% reduction in incorrect withdrawals and incorrect reconciliations. Handled transactions, and confidential information in a responsible manner. Increased customer engagement by accurately responding to their inquiries, queries, and complaints swiftly and professionally. ❖ Achieved 90% customer satisfaction and positive feedback/review through constant follow-up conversations. ❖ ❖ ❖ ❖ ❖ CLIENT RELATIONS/FRONT DESK SUPERVISOR WELLMED HEALTHCARE LIMITED LAGOS STATE Jun 2019 - Jun 2022 ❖ Achieved 100% of team members' accountability by proper documentation of office supply usage. ❖ Oversaw office inventory, submitting a requisition for restocking. ❖ Oversaw customer service staff activities to ensure policies and procedures are adhered to, ensuring excellent customer experience. ❖ Direct point of contact for clients such as firms, HMOs, and private clients for response to inquiries and resolving complaints. ❖ Proofread email responses, and documents, and corrected errors in grammar, punctuation, and spelling. ❖ Increased customer email, calls, website, and WhatsApp engagements(an average of 100 daily) by 100% by introducing a rapid response method, achieving a 100% response to all means of communication. ❖ Created a filing template for accurate record-keeping and confidentiality. ❖ Identified and corrected data entry errors, and erased duplicated data from office software. ❖ Created a template for the submission of the departmental monthly report. ❖ Created an excel spreadsheet to capture monthly work hours data for locum staff. ❖ Ensured proper front desk management with hourly reports of activities, while coordinating patient scheduling, check-in, and check-out, achieving 80% of daily goals and targets. ❖ Organized billing, and daily revenue reconciliation, achieving a 95% reduction in unaccountable losses. ❖ Delegated day-to-day appointment scheduling and ensured proper filing ❖ Collaborated with 6 departments with an average of 3 team members to meet organizational goals and ensured 90% harmony. ❖ Volunteered in internal departmental training to ensure in-depth knowledge of processes ❖ Strengthened customer relationships by 80%, by paying strong attention to customer concerns and prioritizing service requirements to build rapport and retention. ❖ Planned, organized, and anchored monthly departmental meetings. ❖ Developed Standard Operations Procedure (SOPD) for operational excellence and professionalism ❖ Assessed team members' performance through a 6 monthly periodic staff performance appraisal, giving recommendations and queries where necessary. ❖ Achieved 100% completion and correction by collaborating with the IT departments to ensure accurate information of services inputted in the database of the office software. ❖ Assessed and recommended new team members while collaborating with the Human Resources department during recruitment. ❖ Mapped out training schedules and successfully trained 7 new team members. ❖ Creatively planned and organized staff fun activities while collaborating with other departments. ❖ Carried out regular administrative duties such as typing, scanning, and photocopying. ADMINISTRATIVE ASSISTANT HISTOPATHOLOGY DEPARTMENT, NATIONAL HOSPITAL. ABUJA FCT Apr 2018 - Mar 2019 ❖ ❖ ❖ ❖ ❖ ❖ ❖ Composed notes from meetings, created a template and updated the notes. Provided customer support services in an accurate, affectionate, and timely manner. Maintained a high level of professionalism in every customer interaction. On-boarded new team members as requested Oversaw office supplies and requests for renewals. Typed and issued results to patients. Distributed and stored correspondence (e.g. mail and packages). SKILLS ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ Planning and Coordination Organization and Time Management Office Administration Appointment Scheduling Front Office Management Multi-line phone etiquette Excellent communication both written and oral Template creation and data entry Customer Relationship Management Microsoft word Microsoft Excel Power-point presentation Attention to detail Google Drive Google forms Google spreadsheet Google docs Google slides Invoicing and billing Calendar Management Email Management PDF conversions, merge, and split Medical records management ACHIEVEMENTS ❖ Increased customer positive feedback by 90% and preserved 90% accuracy during 3 years of employment. ❖ Received a merit award and bonus for best Customer Service Personnel. ❖ Trained 7 new team members in procedures, policies, and office soft-wares successfully. ❖ Created a standard operating procedure, achieving a 90% reduction in customer complaints, and negative feedback and an 80% increase in walk-in and referral clients, leading to 80% increase in sales. EDUCATION BACHELOR OF SCIENCE (Human Anatomy and Cell Biology) Delta State University 2013 - 2017 SECONDARY SCHOOL Delta State University Secondary School 2006 - 2012 CERTIFICATIONS DATA ENTRY Accountinghub Academy CUSTOMER SERVICE RELATIONSHIP AND MANAGEMENT Ex-ford Global Consult