Open to opportunities

Itodo John

@itodojohn

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Virtual Assistant and Customer Support Specialist improving CSAT, retention, and workflows.

Nigeria

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What I'm looking for

I’m looking for a remote role where I can own customer support and workflow optimization end-to-end—improving CSAT, retention, and response speed—while leveraging AI to build repeatable SOPs, automation, and clear client communication across channels.

I’m a detail-oriented Virtual Assistant and Customer Support Specialist with 4+ years of experience supporting remote teams, managing workflows, and optimizing client communication across multiple channels. I’ve consistently delivered 90%+ CSAT by combining efficient triage, empathetic resolution, and structured processes that keep support fast and dependable.

I build workflow automations and SOPs using tools like ClickUp, Asana, and CRM platforms including HubSpot, Zendesk, and Freshdesk—using AI (Claude, ChatGPT) to standardize templates and accelerate high-quality output. In my roles, I helped drive measurable outcomes: 15% retention improvement, 25% revenue growth, and a documented 20% reduction in repeat tickets by improving how we capture and resolve recurring issues.

Experience

Work history, roles, and key accomplishments

Virtual Assistant & Support Rep

Digital Witch

Dec 2025 - May 2026 (5 months)

Managed client inboxes and scheduling using Calendly and Google Workspace, ensuring zero missed appointments and timely follow-ups. Built ClickUp/Asana workflow automations, maintained 90%+ CSAT, and helped reduce repeat tickets by an estimated 20% by documenting recurring bugs and user pain points.

Customer Support Inbox Management Calendly ClickUp Asana Workflow Automation SOP Development Google Workspace CRM Support AI Template Standardization

Chat Manager

Alpha.date

Mar 2025 - Nov 2025 (8 months)

Managed end-to-end chat operations across high-volume queues, reducing average first-response time to under 2 minutes. Trained and onboarded a chat team, standardised response templates to cut onboarding time by ~40%, and improved conversation-to-resolution rates to reduce escalations and repeat contacts.

Live Chat Support First Response SLAs Project Management ClickUp Trello Process Optimization

Customer Support Representative

Itodo Group Ltd

Jan 2021 - Feb 2025 (4 years 1 month)

Improved retention by 15% using a 4-step proactive check-in framework, reducing churn from 8% to 6.8% and maintaining 90%+ CSAT across channels. Drove 25% business growth in 5 months by identifying upsell opportunities in resolved support cases and streamlined escalation protocols to resolve 20% more complaints.