Victoria Edet

Customer Service Representative with over two years of experience supporting both remote clients and in-person guests, consistently achieving 95%+ satisfaction and an 87% first-contact resolution rate. Skilled in handling high-volume inquiries via phone, email, and chat, proficient with Zendesk, Freshdesk, and other CRM platforms. Adept at multitasking, time management, and implementing process improvements to anticipate needs and enhance customer experiences.

Virtual Assistant - Freelance Remote - Self-Employed / Remote Clients - Remote

(2023-11)

• Supported 5+ remote clients simultaneously across administrative, sales, client services, and customer support functions, maintaining a 95%+ satisfaction rate throughout.
• Managed high-volume inboxes and complex multi-calendar scheduling, cutting administrative backlog by 60% and eliminating scheduling conflicts across different time zones.
• Ran targeted cold outreach campaigns using Apollo and Lemlist - generating 120+ qualified leads per quarter at a 22% open rate and 8% reply rate, exceeding client targets by 30%.
• Maintained CRM databases (HubSpot, Zoho, Zendesk CRM) with 100% data accuracy, supporting clean pipelines and a 95%+ client retention rate on managed accounts.
• Designed and implemented workflow automations via Zapier and Make, saving an average of 8 hours per week per client on repetitive tasks.
• Resolved Tier-1 customer and technical support queries at an 87% first-contact resolution rate, reducing escalations by 35%.
• Wrote and delivered SOPs for onboarding, email outreach, and support workflows - adopted by 3 clients as their standard operating procedures.
• Prepared weekly reports, meeting briefs, and client dashboards that gave decision-makers a clear picture at a glance.
• Managed incoming client inquiries via email and chat, ensuring timely, empathetic resolution and adherence to customer service procedures.

Customer Service Representative - De Lantern Hotel - Uyo, Akwa Ibom

(2023-11 - 2025-09)

• Delivered attentive room service and front-desk support, consistently earning 4.8 out of 5 in guest satisfaction scores.
• Handled 30+ guest and customer service requests per shift across phone, email, and in person with an average response time under 10 minutes, demonstrating strong multitasking and time management.
• Coordinated daily communication between kitchen, housekeeping, and management, reducing service errors by 25% through structured handover protocols.
• Trained 3 new team members on service standards and compliance, cutting onboarding time from two weeks to five days.
• Maintained detailed records of guest preferences and requests, improving personalized service delivery and contributing to repeat bookings.
• Logged and tracked guest issues using Zendesk CRM and internal reporting tools to ensure follow-up and consistent service quality.

B.Sc. - Chemistry - University of Uyo