Open to opportunities

Rachael Shonde

@rachaelshonde

Message

Virtual Assistant delivering customer support, admin ops, and engaging social content.

Nigeria

Message

What I'm looking for

I’m looking for a remote, fast-paced team where I can handle high-volume customer inquiries, streamline administrative workflows, and grow brand engagement through strategic content—using Zendesk/Freshdesk/HubSpot, Google Workspace, and Canva.

I’m a versatile and detail-oriented Virtual Assistant and Customer Support Specialist with proven experience in administrative operations, high-volume customer interaction, and social media management. I handle 20+ daily customer inquiries across email, chat, and phone while resolving complaints efficiently and maintaining high satisfaction rates.

I streamline workflows, manage digital systems, and keep accurate records using CRM tools like Zendesk, Freshdesk, and HubSpot, supported by Google Workspace and Microsoft Office Suite. I also grow brand engagement by 100%+ through strategic content creation—posting 4–7 times weekly, converting 30%+ of inquiries into sales via DM engagement, and producing short-form videos that generate 10K–30K+ views.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Moluxurywigs

May 2025 - Present (1 year 3 months)

Handles 20+ daily customer inquiries via phone, email, and chat, resolving complaints and maintaining accurate CRM records to meet 95–100% response and resolution targets at Moluxurywigs.

Customer Support Phone Communication Email Communication Live Chat Complaint Resolution CRM Freshdesk HubSpot Phone Support Email Chat Support

Current

Social Media Manager & Content Creator

Current

Moluxurywigs

Jan 2020 - Present (6 years 7 months)

Runs self-employed social media content for Moluxurywigs, increasing engagement by 100%+ through targeted content creation and short-form videos, while managing customer DMs and converting inquiries into sales.

Social Media Management TikTok Instagram Content Creation Short form Video Capcut Community Management DM Conversion Content Scheduling TikTok Analytics Meta Business Suite Hashtag Research

Administrative Assistant

Moluxurywigs

May 2024 - Jan 2026 (1 year 8 months)

Manages 20+ daily emails, coordinates 10+ weekly appointments without scheduling conflicts, and organizes digital files to reduce retrieval time; also tracks customer orders and follow-ups to improve service efficiency at Moluxurywigs.

Appointment Scheduling Scheduling coordination Organizing Files Order Tracking File Organization

Account Officer / Administrative Assistant

QHealth Lab and Diagnostics

Jan 2024 - Apr 2025 (1 year 3 months)

Manages 20+ client accounts with accurate billing and documentation, maintains 200+ records and reports with 95% error reduction, and supports customer account inquiries to achieve a 95% satisfaction rate at QHealth Lab and Diagnostics.

Client Account Management Billing Documentation Record keeping Reporting Customer Support Account Management Billing Support Data Reporting

Front Desk / Administrative Support

CWW Tech Africa

Feb 2023 - Apr 2024 (1 year 2 months)

Attends to 30+ daily clients, handling calls, emails, and scheduling for 20+ daily interactions, while maintaining and organizing 100+ client records with 100% accuracy and supporting smooth office workflow at CWW Tech Africa.