Stella Odu

Certified Virtual Assistant & Customer Support Specialist with 5+ years across hospitality, banking, legal, and retail. Most recently, managed front desk operations at Cata Luxury Apartment, resolving 25+ guest issues daily with 95% satisfaction, while handling reservations, billing, and cross-team coordination. Currently expanding technical knowledge through Skill2Scale's Professional VA Program, covering Canva, Trello, Asana, Calendly, and Google Workspace.

Proven impact: 98% CSAT, 20% faster workflows, 99% data accuracy. Seeking a remote role to provide proactive admin and customer support across time zones.

Guest Service Agent at Cata Luxury Apartment (2025-02 – Present)

Managed full front desk operations including check-ins, check-outs, and guest inquiries with high satisfaction scores.

• Managed full front desk operations: check-ins, check-outs, and 25+ guest inquiries/day via phone, email, and in-person
• Resolved guest complaints and special requests, maintaining 95%+ satisfaction scores on post-stay surveys
• Processed reservations and payments using hotel PMS; managed cash float of ₦200k+ daily with 100% reconciliation accuracy
• Coordinated with housekeeping/maintenance teams via WhatsApp/Slack and prepared daily occupancy + revenue reports
• Trained 2 new staff on front desk SOPs, guest handling, and emergency procedures

Documentation Officer at Union Bank (2024-03 – 2024-12)

Managed sensitive client files and optimized filing and retrieval workflows for compliance.

• Managed 50+ sensitive client files weekly in digital systems, ensuring 99% data accuracy for compliance audits
• Redesigned filing + retrieval workflow, reducing time-to-find documents from 10 min to <2 min for a team of 15
• Identified bottlenecks in the posting workflow and led process changes that reduced average handling time by 20% and increased efficiency by 15%

Customer Service Representative at Clarinda Blomde Luxury Skincare (2023-10 – 2024-02)

Handled customer inquiries and drove customer retention through personalized support.

• Handled 30+ customer inquiries/day via phone, WhatsApp, and email, maintaining 98% satisfaction rating
• Drove 30% increase in customer retention through personalized follow-ups and issue resolution
• Logged all interactions in CRM and created weekly reports on common issues for management

Administrative Secretary at Ukori Chambers, Legal Practitioner (2020-02 – 2021-05)

Managed administrative operations for a legal practitioner including calendar management, legal memo drafting, and client communications.

• Managed calendars, drafted 20+ legal memos/month, and handled confidential client communications
• Served as first point of contact: greeted visitors, answered calls, scheduled 15+ appointments weekly
• Implemented digital recordkeeping system to replace paper files, improving retrieval speed 60%

Computer Instructor (Part-Time) at ADBEN ICT Centers (2016-03 – 2018-03)

Trained students on MS Office, internet use, and basic troubleshooting. Set up networking systems.

• Trained 100+ students on MS Office, internet use, and basic troubleshooting. Set up networking systems.

Higher National Diploma in Computer Science – Federal Polytechnic Nekede (2019)