Open to opportunities

bukola ajayi

@bukolaajayi

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Virtual Assistant skilled in CRM, complaint resolution, and high-retention customer support.

Nigeria

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What I'm looking for

I want a remote-friendly role where I can support customers using CRM, email, and scheduling—resolving complaints quickly, leading small teams when needed, and improving response rates and retention through targeted engagement.

I’m a dedicated Virtual Assistant with 3+ years of experience supporting customers through CRM workflows, complaint resolution, and fast, accurate communication. With an 8-year foundation in client-facing communication and administration, I bring a calm, proactive approach to high-volume engagement.

In customer care and telemarketing, I led a 7-person team and doubled the response rate by 30%, while driving a 50% improvement in customer retention through targeted engagement strategies. I handled inbound and outbound calls, emails, and chats, matched customer needs to the right offers, resolved complaints, and escalated complex issues to senior teams.

In my most recent Virtual Assistant role, I managed team calendars and scheduled 20+ meetings monthly with 100% accuracy, maintained a 95% response rate within 24 hours for urgent messages, and resolved 90% of client inquiries on first contact. I’m currently open to remote work and focused on delivering measurable service improvements.

Experience

Work history, roles, and key accomplishments

Customer Care Manager

Matrix Homes and Properties Ltd.

Sep 2023 - May 2026 (2 years 8 months)

Led a 7-person customer care and telemarketing team, doubling response rate by 30% and improving customer retention by 50% through targeted engagement strategies. Handled inbound/outbound calls, emails, and chats, resolved complaints and de-escalated issues, and maintained accurate CRM records while scheduling follow-ups and escalating complex cases.

Customer Support Telemarketing Complaint Resolution De escalation Objection Handling CRM Management Team Leadership Performance Monitoring

Virtual Assistant

Ehr

Sep 2025 - Mar 2026 (6 months)

Managed team calendars (20+ meetings/month) with 100% accuracy and handled urgent email communications with a 95% response rate within 24 hours. Provided customer support by resolving 90% of client inquiries on first contact and maintained organized digital files.

Calendar Management Email Communication Customer Support document preparation Zendesk

Recovery Customer Care Rep

Matrix Homes and Properties Ltd.

Nov 2022 - Aug 2023 (9 months)

Contacted customers with overdue accounts via calls, SMS, and field visits to negotiate repayment plans and settlements. Resolved balance-related complaints or disputes, maintained detailed activity records, and prepared monthly recovery progress reports to support collection targets.

Debt Recovery Customer Communications Repayment Plans Collections Targets Complaint Resolution SMS

Administrative Staff and Secretary

Solaj Secondary School

Jan 2014 - Jul 2022 (8 years 6 months)

Handled day-to-day administrative tasks including scheduling the daily/weekly agenda, arranging meetings, and preparing and disseminating memos and information. Managed document records and data entry, proofread documents, generated meeting minutes, and supported hardware/software and IT supply management.

Administrative Support Meeting Minutes Data Entry And Proofread Documents Records Management Microsoft Office