Open to opportunities

Ivy Fiddo

@ivyfiddo

Message

I resolve customer issues quickly and keep executives, teams, and travel operations coordinated.

Nigeria

Message

What I'm looking for

I'm looking for a customer support, virtual assistance, or executive support role where I can resolve issues quickly, coordinate teams and stakeholders, improve processes, and help leaders stay focused on high-value decisions.

At Bolusons Academy and Tours, I support tour bookings, itinerary changes, traveler inquiries, and escalated rebooking requests while managing calendars and competing priorities for founders and partners.

I also support Lemonade Apartments remotely, coordinating guest bookings, check-in and check-out issues, property teams, cleaning staff, and maintenance vendors. My proactive resolution approach has contributed to 35% customer retention, referrals, and repeat bookings.

Previously at Autofast by CFAO, I managed end-to-end aftersales cases across phone, email, and live chat, triaged priority Zendesk tickets, and coordinated service centers, logistics, and technical support within SLA targets.

My background includes leading customer support teams at Mahien Consulting Services and resolving wallet and transaction queries at Awacoin Digital Hub. I bring rapid response, discretion, reporting discipline, and fluent English communication, with conversational French and Spanish in training.

Experience

Work history, roles, and key accomplishments

Current

Virtual Support Manager

Current

Lemonade Apartments

Jan 2026 - Present (8 months)

Delivers rapid support for guest inquiries and booking issues, coordinates with onsite teams and vendors, and drives customer retention through proactive resolution.

Zendesk Google Workspace Customer Retention Vendor coordination Digital Records

Current

Virtual Support Manager / Executive Assistant

Current

Bolusons Academy and Tours

Provides rapid response support for tour bookings and traveler inquiries, and serves as executive assistant to founders, managing calendars and coordinating with local operators.

Zendesk Google Workspace Calendar Management Escalation Management Customer Retention Reporting

Aftersales & Rapid Customer Resolution Officer

Autofast by CFAO

Jan 2024 - Dec 2025 (1 year 11 months)

Managed end-to-end aftersales support and complex resolution cases, coordinating cross-functional teams to meet SLA targets and producing weekly reports.

Zendesk Ticket Triage Escalation Management Reporting Process Improvement

Customer Support Lead / Temporary Executive Assistant

Mahien Consulting Services

Jan 2021 - Dec 2023 (2 years 11 months)

Directed a hybrid team of agents, surpassing ticket-closure goals, and provided temporary executive assistant coverage including correspondence and scheduling.

Zendesk Knowledge Base Bilingual Support Reporting