Open to opportunities

Ozioma Osuagwu

@oziomaosuagwu

Operations-minded Executive Assistant with customer support experience, improving workflows and solving issues before they reach customers.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can contribute meaningfully, take ownership of impactful work, and continue growing professionally. I enjoy solving problems, improving processes, and supporting teams and leaders. A healthy work environment, collaborative team members, and opportunities to apply and expand my skills are very important to me.

With over 4+ years of experience as a Virtual Assistant and Customer Support Representative, I’ve developed a unique perspective at the intersection of executive support, operations, and customer experience.

While working directly with customers, I noticed that many support issues were not just service problems but symptoms of deeper operational gaps. This insight led me to transition toward Operations Management, where I focus on identifying inefficiencies, improving workflows, and helping teams resolve issues before they reach the customer.

My background in executive support allows me to work closely with leadership, while my customer support experience keeps me grounded in the real impact operational decisions have on users. I aim to bridge the gap between operations and customer success by helping organizations build smoother systems that support both teams and customers.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

AlphaCX

Dec 2025 - Present (3 months)

Handle high-volume inbound/outbound calls for U.S. e-commerce brands, refund, delivery, and account issues while documenting cases in Zendesk amd sheets, and escalating complex items to meet SLAs.

Phone Support Zendesk Customer Escalation SLA Compliance Case Documentation Outbound Follow ups Quality Assurance Sheets

Current

Executive & Personal Assistant

Current

Enzo Reality

Oct 2025 - Present (5 months)

Coordinated recruitment activities with external recruiters, scheduled executive interviews, and managed candidate communications and documentation prior to HR handoff.

Recruitment coordination Candidate Assessments Executive Assistance Interview Scheduling Stakeholder Communication Documentation

Current

Personal Assistant to CEO

Current

Uraeus Insurance Brokerage

Oct 2025 - Present (5 months)

Provide executive support across two companies, manage complex calendars and travel with zero scheduling conflicts, and implemented a scheduling system that reduced meeting overlaps by 40%.

Vendor coordination Executive Support Calendar Management Travel Coordination Confidential Correspondence Process Improvement Research Recruitment coordination Logistics Coordination Calendar Organization Scheduling document preparation Memos

Current

Customer Service

Current

Enzo Reality

Oct 2025 - Present (5 months)

Serve as primary contact for 800+ weekly customer inquiries during peak periods, coordinate bookings and service incident tracking, and produce customer experience summaries to support retention efforts.

Customer Service Incident Tracking Reporting Escalation Management Customer Retention Stakeholder Communication Logistics Coordination

Business Development Executive

Fobs Professional Services Limited

Jun 2025 - Dec 2025 (6 months)

Prospected client companies for talent acquisition services, coordinated candidate interviews and pipelines, and liaised with clients to clarify role requirements and support selection processes.

Business Development Talent Coordination Candidate Sourcing Client Liaison Interview Coordination Pipeline Management Recruitment support

Virtual Personal Assistant

Dimnajesty Beauty Bar

Nov 2023 - Aug 2025 (1 year 9 months)

Managed appointment scheduling and 50+ weekly customer inquiries, clarified service charges and billing follow-ups, maintained client records and improved scheduling/documentation efficiency by 30%.

Appointment Scheduling Customer Support Billing Coordination CRM Maintenance Documentation Client Retention Email Management Process Improvement

Research & Administrative Support

Freelance

May 2025 - May 2025 (0 months)

Conducted structured research and organized 500+ media assets, developed documentation systems that reduced retrieval time by 40%.

Research Content Organization Documentation Systems Asset Management Process Improvement

Customer Support Representative

Thrift With Lambs

Dec 2022 - Dec 2023 (1 year)

Managed 200+ monthly customer interactions across digital channels, resolved order/payment/delivery issues, maintained CRM accuracy, and reduced repeat complaints through structured follow-up processes.

Customer Communications Multichannel Support CRM Management Order Resolution Payment Disputes Delivery Issue Handling Follow up Processes Incident Tracking

Support & Sales Associate

AB&AB Ventures

Dec 2021 - Aug 2022 (8 months)

Handled 20+ daily customer interactions and walk-ins, resolved billing and product complaints, maintained transaction logs, and contributed to a 30% revenue growth through improved customer engagement.