Martin

SAVIOUR ORYIMAN MARTIN
Phone: [открыть контакты](см. выше в блоке «контактная информация»), Email: [открыть контакты](см. выше в блоке «контактная информация»)
LinkedIn :http://[открыть контакты](см. выше в блоке «контактная информация»)

PROFESSIONAL SUMMARY
A highly motivated and customer-focused representative with two years of experience resolving customer issues and exceeding expectations. Proven ability to build relationships and provide exceptional service, turning potentially negative experiences into positive ones. Adept at problem-solving and eager to contribute to a team dedicated to customer satisfaction.

WORK EXPERIENCE
Virtual Assistant at Princeton Group
Date of Employment: [February 2024}] – [Still working there].
MY RESPONSIBILITIES
• Administrative Support: Managed daily administrative tasks, including answering phone calls, responding to emails, and greeting visitors, ensuring a welcoming and professional office environment.
• Calendar and Schedule Management: Organized and maintained executives’ calendars, scheduled meetings, attended bid openings, and coordinated appointments to optimize time management and minimize scheduling conflicts.
• Document Preparation and Filing: Prepared, proofread, and formatted various documents, reports, and presentations. Maintained both physical and digital filing systems for easy retrieval and organization.
• Office Supplies Management: Monitored and ordered office supplies, ensuring inventory levels were adequate and within budget. Negotiated with suppliers to get the best deals.
• Event Coordination: Assisted in planning and coordinating company events, meetings, and conferences, including booking venues, arranging catering, and preparing materials.
• Data Entry and Record Keeping: Accurately entered and maintained data in company databases and systems, ensuring all information was up-to-date and easily accessible.
• Travel Arrangements: Coordinated travel logistics for staff, including booking flights, hotels, and transportation, and preparing detailed itineraries.
• Customer Service: Provided exceptional customer service by addressing client inquiries and resolving issues promptly and professionally.
• Support to Various Departments: Assisted different departments with specific projects, providing administrative support to ensure smooth operations and timely completion of tasks.
• Compliance and Confidentiality: Ensured all company policies and procedures were followed and maintained strict confidentiality of sensitive information.
SKILLS
Communication Skills
• Verbal Communication: I am good at communicating clearly and effectively with clients, colleagues, and customers via phone, video conferencing, and instant messaging.
• Written Communication: I am good at crafting professional emails, writing reports, and proofreading documents.
• Active Listening: I always try to understand client needs, pay attention to details, and respond thoughtfully.
Technical Skills
• Software Proficiency: I have mastered different software tools including word processing, spreadsheets, presentation software, project management tools, CRM systems, and communication platforms.
• Internet Savvy: I conduct online research, navigate the internet efficiently, and utilize online resources effectively.
• Technical Aptitude: I am a quick learner and I easily adapt to new technologies and software
Organization and Time Management Skills
• Familiarity with office equipment and basic troubleshooting techniques
• Time Management: I prioritize my tasks, manage my time effectively, meet deadlines, and work independently
• Organization: I keep my client files organized, manage their schedules, and maintain accurate records.
• Project management: I assist with project planning, track progress, and ensure timely completion.
Administrative Skills
• Data Entry: I accurately enter and manage data in spreadsheets, databases, and other systems
• Scheduling: I manage calendars, schedule appointments, and coordinate meetings.
• Travel Planning: I arrange travel itineraries, book flights, and accommodations, and coordinate travel logistics.
• Customer Service: I provide excellent customer service, respond to inquiries, and resolve issues promptly.
• Budget Management: I help my client create and stick to budgets, track spending, and identify areas for savings.
• Financial Research: I assist in researching financial products, investments, and industry trends.
Problem Solving and Critical Thinking Skills
• Problem Solving: I identify and resolve client issues, find creative solutions, and think critically.
• Attention to Details: I ensure accuracy in all my tasks, from data entry to proofreading.

Communication Tools

• Remote Video Conferencing tools: Zoom, Google Meet, Skype and Microsoft Teams.
• Document Sharing tools: Google Docs, Google Sheets
• Project Management tools: Trello, Asana, ClickUp, and Monday.com
• Document and file Management tools: Google Drive, Dropbox, Microsoft One drive
• Email Platforms: Gmail and Microsoft Outlook
• Scheduling Tools: Calendly and Google Calendar
• Instant Messaging: Slack and Microsoft Teams
• Travel, Accommodation, and Itinerary planning: Booking.com, Airbnb, Hotels.com, TripIt,
• kayak, Google flights,Wakanow.com, and TripCas

Customer Service Representatives/ Online Chat Support at Stanbic IBTC
Date of Employment: {Jan 2022} – {February 2024}
• Handling Inquiries: Answered customer inquiries via phone, email chat, or in person and provided information about products and services.
• Maintained Records and Documentations: Maintained accurate records of customer information, Documented customer feedback, identified trends, and contributed to the knowledge bases and FAQs (frequently asked questions).
• Provided Support and Built Relationships: Provided proactive support and outreach, built rapport with customers ensured their satisfaction collected customer feedback, and identified areas for improvement.
• Resolved Customer issues and Complaints: Addressed customer complaints and concerns with empathy and professionalism, Investigated and resolved customer issues, escalated complex problems to the appropriate department, Provide timely and accurate information to the customers regarding their inquiries, and maintained records of customer interactions and complaints.
• Promoted Customer Satisfaction: Built rapport with customers and provided personalized services, ensured customer satisfaction by exceeding their expectations, followed up with customers to ensure that their needs were met, and identified and addressed customer pain points.
• Adhered to Compliance and Security Procedures: Complied with all the company’s regulations and security procedures, Protected Customer privacy and confidentiality, and detected and prevented fraud by reporting suspicious activity to the appropriate authorities.
• Training and Development: Participated in training and development programs
• Goals and Objectives: Contributed to team goals and objectives.
• Offered Product and Service information: Explained various product services to customers such as loans, credit cards, and investment options, assessed customer needs and recommended appropriate financial solutions, Cross-sold and upsold company’s products and services, provided information about interest rates fees, and terms and conditions.
SKILLS
Communication Skills
• Verbal Communication: I used a friendly and professional tone, spoke clearly, and adapted communication styles to different customers.
• Active listening: I paid very close attention to customer concerns, understood their concerns, and responded thoughtfully.
• Clear and Simple Communication: I explained complex information in a short and easy-to-understand manner, but verbally and in writing.
• Written Communication: I am good at crafting professional emails, responding to inquiries, and documenting customers’ interactions accurately.
• Active Listening: I always try to understand client needs, pay attention to details, and respond thoughtfully.
Problem-solving Skills
• Critical Thinking: I’m good at analysing customer issues, identifying the root cause, and developing effective solutions.
• Decision Making: I make informed decisions quickly and efficiently to resolve customer problems.
• Resourcefulness: I utilize available resources and tools to find answers and solutions for customers.
• Adaptability: I adjust approaches and strategies based on the specific customer and situation.
Interpersonal Skills
• Empathy: I understand and share the feelings of Customers, showing compassion and building relationships
• Positive Attitude: I maintain a positive attitude even in difficult situations.
• Patience: I remain calm and composed especially when dealing with challenging or frustrated customers.
• Relationship Building: I establish trust and mutual understanding with customers, creating long-term relationships.

MY ACHIEVEMENTS
Customer Satisfaction and Loyalty
• Consistent high customer satisfaction ratings: Achieved top marks in customer satisfaction surveys and feedback.
• Positive customer testimonials and reviews: Received recommendations from customers for exceptional service.
• Built Strong Customer Relationships: Developed rapport with regular customers leading to increased loyalty and retention.
• Effective complaint resolution: Successfully resolved complex customer issues and turned negative experiences into positive ones.
Sales and Business Growth
• Exceeded sales target: Constantly met and surpassed goals for cross-selling and upselling the company’s products and services.
• Generated new leads: Identified potential customers and referred them to the appropriate departments.
• Contributed to the company’s growth: Played in increasing customer base and overall profitability.
Operation Efficiency and Accuracy
• Efficient problem-solving: Quickly and efficiently resolved customer inquiries and issues
• Process Improvement: Identified areas for improvement in customer service procedures and contributed to their implementation.
• Error-free transaction processing: Maintained a high level of accuracy in handling financial transactions.
Team Work and Collaboration
• Monitoring and training new hires: Shared knowledge and experience with new team members.
• Positive team collaborations: Worked collaboratively with colleagues to achieve team goals.
Communication Tools

• HelpDes system: Zendesk and Zoho desk.
• CRM System: Salesforce and HubSpot
EDUCATION
National Technical University |Kharkiv Polytechnic Institute| Bachelor of industrial relations and personnel management.
Bachelor of Information Technology in Computer science| National Open University KME

Certificate on ALX Africa Virtual Assistant Program.
Certificate on 1% Club Marketing Internship Program.
Certificate on LinkedIn Learning Customer Service Foundations