RLRainat Iyabo Lawal
@rainatiyabolawal
Experienced remote virtual assistant and customer service specialist.
NigeriaWhat I'm looking for
I am a dedicated remote Virtual Assistant and Customer Service Specialist with over five years of experience delivering administrative support and exceptional customer care for distributed teams.
At Hardyworld, I achieved a 98% customer satisfaction rating, reduced first response time by 40%, and managed 200+ monthly orders with a 99.8% accuracy rate, demonstrating strong process improvement and operational reliability.
Previously at TechGadgets Africa, I resolved 90% of customer issues without escalation, authored knowledge-base content that deflected routine tickets, and trained new hires to accelerate onboarding.
I leverage CRM platforms (Zendesk, Freshdesk), collaboration tools (Slack, Microsoft Teams, Zoom), and productivity suites to streamline workflows, increase customer satisfaction, and free leadership time for strategic work.
Experience
Work history, roles, and key accomplishments
Virtual Assistant
Hardyworld
Jan 2021 - Present (4 years 9 months)
Provided remote virtual assistant and customer service support, achieving a 98% customer satisfaction rating and reducing first response time by 40% through ticket prioritization in Zendesk; managed 200+ monthly orders with 99.8% accuracy and supported 3 executives to free 10+ hours/week.
Customer Support Specialist
TechGadgets Africa
Jun 2018 - Dec 2020 (2 years 6 months)
Resolved 90% of customer issues without escalation and authored FAQs that deflected ~15% of tickets; consistently ranked in the top 10% of a 25-person support team and trained 4 new hires on CRM and protocols.
Education
Degrees, certifications, and relevant coursework
UAUniversity of Abuja
Bachelor of Science, Economics
Bachelor of Science in Economics from the University of Abuja, completed in 2017.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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