Open to opportunities

IDIKA NKECHINYEREM FAVOUR

@idikankechinyeremfav

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Customer-focused help desk professional delivering efficient support and administrative excellence.

Nigeria

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What I'm looking for

I am seeking customer-focused roles in help desk, virtual assistance, or admin support where I can improve processes, mentor colleagues, and drive measurable improvements in customer satisfaction and operational efficiency.

I am a dedicated, customer-focused professional with over 5 years of experience in customer service, administrative support, and virtual assistance.

As Help Desk Representative at J & T Stores, I provided front-line customer support, resolving inquiries and complaints with a 98% customer satisfaction rating, improving CRM response time by 40%, and reducing escalations by 30%. In prior roles I reduced documentation errors by 25%, ensured 100% adherence to scheduling deadlines, and improved onboarding efficiency by 50%.

I hold IT & Virtual Assistance Training from Digital Witch Academy (2024) and CRM Software Training, and I bring strong troubleshooting, CRM, and virtual assistance skills to every role. I seek to leverage my customer-centric approach and operational improvements to drive business growth and lasting customer satisfaction.

Experience

Work history, roles, and key accomplishments

Help Desk Representative

J & T Stores

Feb 2022 - Dec 2024 (2 years 10 months)

Provided front-line customer support, resolving inquiries and complaints with a 98% customer satisfaction rating and improving CRM response time by 40%. Reduced escalations by 30% while assisting with order tracking, refunds, and cross-team coordination.

Customer Service CRM Troubleshooting Escalation Management Phone Support Email Support Data Entry

Customer Support & Admin Assistant

CAIH Groups

Jan 2020 - Jan 2022 (2 years)

Provided administrative support and maintained documentation, reducing errors by 25%, and achieved a 95% first-contact resolution rate for customer inquiries. Trained new hires and improved onboarding efficiency by 50% while ensuring 100% adherence to scheduling deadlines.

Administrative Support CRM Scheduling Customer Service Training Documentation Onboarding

Help Desk Intern

Adeleke University

Jan 2022 - Present (4 years 5 months)

Assisted students and faculty with IT-related inquiries and technical troubleshooting, improving data entry and file organization efficiency by 35%. Provided administrative support for documentation and correspondence.

IT Support Technical Troubleshooting Data Entry Documentation Ticketing