Open to opportunities

splendour mosugu

@splendourmosugu

Message

Customer support and virtual assistant expert delivering efficient, empathetic service and operational improvements.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can use CRM and admin skills to improve response times, resolve issues, and support teams while growing into broader operations or customer success responsibilities.

I am a result-driven customer support specialist and virtual assistant with hands-on experience using CRM platforms, communication and project management tools to streamline operations and improve customer satisfaction. I have a track record of reducing response times, resolving the vast majority of complaints, and maintaining high accuracy in records while supporting senior staff with calendar, travel and administrative coordination.

My practical background includes roles in customer support, virtual assistance, social welfare and teaching, demonstrating strong communication, problem-solving and organizational skills. I focus on process improvements, timely project completion and building customer loyalty, delivering measurable outcomes such as 30% faster response times and a 90% customer retention rate.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Trovela Global Media

Jan 2024 - Present (1 year 9 months)

Provided multi-channel customer support and used CRM systems to reduce response time by 30%, managing 500+ inquiries and resolving 95% of complaints to achieve 90% customer retention.

Customer Support HubSpot Freshdesk Zendesk CRM Troubleshooting Social Media Support

Virtual Assistant

Blue Frost Global

Apr 2022 - Dec 2023 (1 year 8 months)

Managed executive calendars, travel, email communications and project administrative tasks, maintaining 95% on-time completion for assigned initiatives.

Calendar Management Travel Coordination Spreadsheets Asana Trello ClickUp Zapier

Social Welfare Worker

General Hospital

Jan 2022 - Sep 2022 (8 months)

Assisted individuals and groups to determine needs and develop achievable support plans while coordinating with clinical staff to improve patient outcomes.

Case Management Patient Support Communication Record keeping

Secondary School Teacher

Government Day Secondary School

Jun 2021 - Dec 2021 (6 months)

Planned and delivered lessons to meet student learning outcomes and engaged in reflective practices to improve student performance during the academic year.

Lesson planning Classroom Management

Education

Degrees, certifications, and relevant coursework

Ibrahim Badamasi Babangida University

Bachelor of Arts, Adult Education

2017 - 2023

Completed a Bachelor of Arts in Adult Education (Continuing Education and Community Development) focusing on adult learning and community development practices.