Open to opportunities

Uko-obong Edem

@uko-obongedem

Message

Detail-oriented virtual assistant and customer support specialist improving operations and satisfaction.

Nigeria

Message

What I'm looking for

I seek remote roles where I can optimize operations, deliver high customer satisfaction, work across time zones, and grow into broader support or operations leadership.

I am a detail-oriented Virtual Assistant and Customer Support Specialist with over five years supporting executives, startups, and remote teams. I consistently improve operational efficiency, reduce response times, and maintain high customer satisfaction across email, chat, and CRM platforms.

My hands-on experience includes managing complex calendars and travel logistics, executing multichannel support with tools like Zendesk and HubSpot, and coordinating tasks using Trello and Notion. I achieve high first-contact resolution rates and sustain 95–98% customer satisfaction.

I have a track record of measurable impact: improving task turnaround by 25%, reducing scheduling conflicts by 30%, and increasing document retrieval efficiency by 40%. I also train new team members on CRM systems and document recurring issues to strengthen service delivery.

I thrive in remote, deadline-driven environments, work comfortably across time zones, and bring proactive communication, reliability, and strong digital organisation to every role.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Private Clients

Jan 2025 - Present (1 year 6 months)

Deliver multichannel customer support using Zendesk and HubSpot to 50+ customers daily, achieving a 95% first-contact resolution rate and 98% customer satisfaction.

Zendesk HubSpot Multichannel Support First Contact Resolutions CRM Management Email Support Documentation Live Chat

Current

Freelance Virtual Assistant

Current

Upwork & Private Clients

Jan 2025 - Present (1 year 6 months)

Provide executive inbox and calendar management, multichannel customer support, and project coordination for multiple clients, improving scheduling accuracy to 98% and reducing turnaround time by 25%.

Calendar Management Inbox Management Trello Notion SOPs Multichannel Support Reporting

Executive Assistant

BlackRock Nigeria

Jan 2022 - Jan 2025 (3 years)

Managed complex calendars and travel logistics for a 15-member team, improving scheduling efficiency by 30% and handling 50+ weekly client communications with 99% accuracy.

Calendar Management Travel Coordination Google Workspace Trello Client Communication Administrative Support Scheduling

Administrative Operations Assistant

Startup Support

Jan 2021 - Jan 2022 (1 year)

Supported founders with inbox management, travel coordination, and document organization; introduced a task-tracking system that reduced missed deadlines by 30%.

Inbox Management Slack Google Workspace Travel Coordination Process Improvement

HR Assistant

Krisoral Group of Companies

Jan 2019 - Jan 2020 (1 year)

Recruited and onboarded 20+ employees, improving staff retention by 15% while maintaining employee records and supporting HR compliance processes.

Microsoft Office Recruitment Onboarding HR Compliance Data Entry Communication Skills

Sales Executive

Krisoral Group of Companies

Jan 2018 - Jan 2019 (1 year)

Exceeded quarterly sales targets by 10–15% and strengthened customer relationships through proactive follow-up and issue resolution.

Sales Customer Relationship Management Reporting Communication Skills

Personal Assistant

Crystal Energy Engineering Co.

Jan 2015 - Jan 2017 (2 years)

Managed executive schedules, reports, and travel logistics with 100% deadline adherence and organised digital filing systems that improved document retrieval by 40%.

Microsoft Office Scheduling Travel Logistics Documentation Digital Filing Systems Administrative Support