Open to opportunities

Josephine John

@josephinejohn

Executive Assistant and customer care professional with 7+ years' experience in QA, executive support, and client relationships.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can support senior stakeholders and improve customer experience through quality assurance, clear reporting, and process improvements—working independently, collaborating across teams, and keeping service standards high.

I’m an Executive Assistant and customer care professional with 7+ years’ experience across banking, corporate, and media environments. I specialize in quality assurance, executive support, and client relationship management, with a strong focus on turning service data into training and process improvements.

I maintain and improve internal service quality standards by reviewing customer care agents’ calls, emails, and chats against defined benchmarks. I deliver constructive feedback, map training needs, and design onboarding and skill-building programs to close measurable performance gaps.

I provide direct executive support by managing calendars, scheduling meetings, and booking travel arrangements for senior stakeholders. I’m also the go-to for correspondence, confidentiality, and accurate recordkeeping—plus reporting on budgets, expenses, and performance trends.

Whether resolving complex customer complaints or auditing branch-level service delivery and compliance, I bring empathy, speed, and independent problem-solving. I enjoy owning tasks end-to-end and coordinating effectively with teams and vendors, even across time zones in a remote setting.

Experience

Work history, roles, and key accomplishments

Quality Assurance Officer

Sterling Bank

Sep 2022 - Mar 2026 (3 years 6 months)

Maintained and developed internal service quality standards by reviewing customer care interactions and providing evaluation-based feedback to agents. Audited delivery and compliance, identified service-impacting issues from system reports, and designed training programs to improve KPIs.

Quality Assurance Customer Care Call Review Agent Feedback Onboarding Programs performance reporting Compliance Monitoring Regulatory Requirements Training Materials Workshops

Executive Assistant

Lucent Ltd

Jan 2019 - Dec 2021 (2 years 11 months)

Provided direct executive support including calendar management, meeting scheduling, and travel arrangements. Managed budgets and office procurement, maintained confidential records, and acted as first point of contact for clients and employees.

Executive Support Calendar Management Scheduling Travel Arrangements Expense Reporting Budgeting Database Management HR Support Interview Coordination

Admin / Customer Care Representative

University Info Magazine

Jan 2017 - Jan 2018 (1 year)

Resolved customer complaints and inquiries across multiple channels with a professional, empathetic approach. Processed orders and applications, maintained detailed interaction records, and provided feedback to management on process efficiency.

Customer Complaint Resolution Order Processing Application Processing Customer Feedback Process Efficiency

Field Reporter (Intern)

Entertainment Express Newspaper

Jan 2015 - Mar 2016 (1 year 2 months)

Researched, scripted, and delivered live and pre-recorded reports on newsworthy events. Conducted interviews with public figures and eyewitnesses and collaborated with production teams under deadline pressure.

Scripting Pre Recorded Reporting Interviewing Public Figure Interviews