Open to opportunities

Iheoma Adugba

@iheomaadugba

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Remote customer support professional and SEO analyst, improving satisfaction through data-driven service.

Nigeria

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What I'm looking for

I’m looking for a remote role where I can deliver fast, empathetic customer support using CRM and scheduling tools, and also contribute data-driven improvements—whether through marketing/SEO thinking or campaign performance optimization—in a supportive team.

I’m a remote customer support and virtual support professional who streamlines daily operations while protecting service quality. I coordinate high-volume client interactions, resolve inquiries across email, phone, and chat, and consistently improve satisfaction metrics.

In my roles, I’ve reduced response time by 35% through better coordination of client communications and coaching sessions, and I’ve driven a 90% customer satisfaction rating—earning ‘Employee of the Month’. I also initiate feedback surveys to turn customer input into measurable service improvements.

I bring a data-minded approach to support and growth. I collaborate with technical teams to cut resolution time by 80%, and I use performance signals (engagement metrics, conversion outcomes, and search rankings) to optimize what I deliver—whether it’s content, campaigns, or customer touchpoints.

My experience also includes remote virtual assistance and SEO/digital marketing work, including keyword research, on-page SEO, and creating SEO-optimized articles. I’m eager to bring this mix of empathy, responsiveness, and measurable optimization to a team that values clear communication and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Oasis Integrated ICT Services

Jan 2025 - Present (1 year 5 months)

Coordinated 150+ client communications and scheduled 200+ coaching sessions monthly, reducing response time by 35% and improving client satisfaction. Resolved 30+ customer inquiries with 90% customer satisfaction (Employee of the Month) and collaborated with the ICT team to reduce technical resolution time by 80%; also supported free webinar campaigns with a 40% visibility increase, 25% audience e

Live Chat Support Email Support Customer Service Client Relationship Management Scheduling Campaigns Metrics Analysis

Remote Virtual Assistant

Digital Witch Support Community

Jun 2020 - Dec 2024 (4 years 6 months)

Answered and routed 120+ calls monthly to connect clients to the correct departments and prepared 20+ presentation documents for meetings. Scheduled and managed appointments with Calendly and coordinated conference, meeting, and travel reservations for office personnel to improve organization and efficiency.

Routing Customer Support Appointment Scheduling Calendly Google Slides Time Management Administrative Coordination Client Communication Problem Solving

SEO Analyst (Digital Marketing)

Engagebay

Jan 2018 - Jan 2020 (2 years)

Developed and published SEO-optimized articles that drove a 40% surge in organic traffic and increased impressions by 35% within six months through targeted keyword integration. Conducted keyword research and implemented on-page SEO to improve primary keyword rankings by 25%, and collaborated with content creators to increase user engagement (time-on-page and CTR) by 15% over a quarterly period.

SEO Content Writing Keyword Research On Page SEO SEO Keyword Integration Search Ranking Improvements CTR Optimization