Meet, Ifechukwu Nwatu:
Multifaceted Virtual Assistant & Customer Support Specialist
Empathetic and tech-savvy, I deliver reliable, results-driven virtual assistance tailored to streamline processes and enhance customer satisfaction. Let's elevate your business productivity together.
Professional Summary
About Me:
"BEHIND EVERY SEAMLESS OPERATION IS A VIRTUAL ASSISTANT WHO SEES THE BIG PICTURE—AND THE TINIEST DETAIL.”
Results-driven Virtual Assistant & Customer Support Specialist with over 3+ years of experience in transforming operational complexity into streamlined, efficient workflows. Expertise spans end-to-end administrative support—including calendar and email management, document preparation, and data entry; leveraging Google Workspace and Microsoft Office.
Demonstrated ability to deliver empathetic, solution-focused customer support through CRMs Platforms, combined with technical troubleshooting skills and telehealth coordination. Proven track record of enhancing productivity via workflow automation tools, and optimizing CRM processes for sustained client satisfaction and retention.
Adaptable to diverse challenges—ranging from lead generation and technical sales to project coordination—while maintaining a continuous-improvement mindset, strong attention to detail, and unwavering reliability in remote team environments.
Let’s transform your operations—together. Reach out, and let me bring clarity, consistency, and calm to your world.
CUSTOMER SUPPORT ISN’T JUST SOLVING PROBLEMS, IT’S BUILDING RELATIONSHIPS, ONE MESSAGE AT A TIME. I DON’T JUST RESPOND. I REASSURE, RETAIN, AND REPRESENT YOUR BRAND LIKE IT’S MY OWN.”
Services & Skills
Live Chat & Ticket Customer Support
Delivering round-the-clock customer support, ensuring timely response and issue resolution across multiple platforms.
Email Management & Inbox Optimisation
Maintaining organized inboxes and automating email processes to boost productivity and reduce communication delays.
Calendar Management & Appointment Setting
Optimizing calendars with strategic scheduling techniques and time-blocking for increased efficiency.
Data Entry/Organisation: Custom Forms, Dashboards & Reports
Designing tailored Google Forms, dashboards, and reports for insightful data collection and analysis.
Project Management & Workflow Automation
Implementing automations to streamline repetitive tasks, improve project workflows, and enhance team collaboration and coordination.
Lead Gen & Sales
Generate leads and conduct cold/warm calls. Craft targeted campaigns; track opens and conversions to refine messaging and boost click-through.
My Tool Belt includes:
Customer Support
  • HubSpot
  • Freshdesk
  • Zendesk
  • Intercom
Email Management
  • Gmail
  • Outlook
Calendar Optimization
  • Google Calendar
  • Calendly
  • Picktime
Data Tools
  • MS Excel
  • Google Forms
  • Google Sheets
  • Google Docs
Task Management
  • Trello
  • ClickUp
  • Asana
  • Monday.com
Automation and Workflow
  • Zapier
Lead Gen & Sales Support
  • Apollo.io
  • Lemlist
  • Lead Scraper
  • Mailchimp
Google Suite
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Docs
  • Google Forms & Sheets
CRM & Customer Support Services and Skills
Customer Outreach
Customer reached out through Gmail.
Empathy
Empathize with her and proffered possible L1&2 Solutions.
Ticket Creation
Created a ticket for escalation as it was a technical issue.
Activity Log
Logged every activity and conversations we had.
Task Management
Escalated the ticket to the tech team and created a task for them.
Team Collaboration
Instant and efficient collaboration between teams after issue was resolved.
A Satisfied Customer
Informed customer that her issue has been resolved.
Ticket Closure
Closed ticket as issue has been resolved.
Phone/Voice Support
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Solving An Irate Customer's Issue Through Phone
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Administrative Virtual Assistant Services and Skills
Email Management
From inbox Chaos to Calm
Calendar Optimisation
Helped optimise a client's calendar & scheduling game.
Event Form Creation
Strong use of g-form for RSVP Events
Data Entry & Tracking
From Forms to Sheets; Collected & Organised data from forms.
Lead Gen, Marketing Campaign & Sales Services and Skills
Lead Generation
Generated potential leads from Apollo.io
Campaign Sequence
Sequence for a campaign
Email Campaign
Created and launched a cold email campaign using Lemlist
Lead Tracking
Sales Outreach/Cold call
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CWM Tools & Task Management Services and Skills
Asana
Task Management
Asana
Project Management
Asana
Workflow optimisation
Asana
Dashboard tracking
Trello
Trello
Monday.com
Clickup
Work Experiences
1
Personal Assistant – Educational Support
Hybrid | Jan 2023 – Present
  • Enter and maintain student records, including grades and attendance, using Microsoft Excel.
  • Assist in grading assignments, classwork, and exams, ensuring timely feedback for students.
  • Type and format various educational documents, such as lesson plans, reports, and correspondence.
  • Draft and send emails to parents and students regarding academic updates and announcements.
  • Organize and manage virtual classes using Zoom and Google Classroom, including scheduling and troubleshooting technical issues.
  • Upload students' results and maintained academic records on the school's online portal.
2
Customer Service Representative -- Customer Support Agent
Digital Witch Support Community / Aug 2024 – Dec 2024
  • Delivered end-to-end support for 2300+ students in a 7-week IT Support boot camp, troubleshooting hardware/software issues and navigating HubSpot CRM ticketing systems.
  • Managed live chat and email inquiries, maintaining a 92%+ CSAT by providing empathetic, clear, and efficient resolutions.
  • Created and updated knowledge-based articles and step-by-step guides, reducing repetitive tickets by 35%.
  • Coordinated virtual Q&A sessions and screen-share workshops via Zoom and Google Meet, ensuring smooth, interactive learning experiences.
  • Automated onboarding workflows in HubSpot—issuing access, tagging contacts, and tracking progress—so no student fell through the cracks.
  • Conducted post-resolution follow-ups to verify customer satisfaction and address any remaining concerns.
  • Collaborated with internal teams to implement Students feedback, enhancing overall service delivery.
3
Live Chat Support & Appointment Setter
Local Maternity Clinic / Dec 2023 – Apr 2024
  • Handled 60–80 daily live-chat interactions via Intercom and Freshdesk, delivering timely triage, empathy, and accurate medical support.
  • Set and confirmed appointments using Calendly integration—reducing no-show rates by 45% through proactive reminders and follow-up messaging.
  • Entered and maintained patient data (demographics, visit notes) in the clinic’s CRM, ensuring GDPR-compliant record-keeping.
  • Drafted and dispatched patient communications (prep instructions, post-visit surveys) via email, improving patient satisfaction and retention.
  • Liaised with clinical staff to escalate urgent cases and coordinate care-team handoffs, ensuring seamless, patient-centered service.

VOLUNTEER EXPERIENCE

Administrative Assistant & Team LeadSETS STAR CLUB 4 SDGs / Sep 2021 - Aug 2023. As a passionate high-school volunteer with SETS STAR CLUB 4 SDGs, I led a team of 10 peer coders and helped drive our association’s mission to educate, empower, and enact positive change through the SDGs: Leadership & Coordination: Guided and motivated a team of ten student coders, assigning project roles, tracking progress, and delivering weekly check-ins to ensure tasks stayed on schedule. Community Outreach & Charity Work: Organized and participated in World Mosquito Day events (20 August 2022), distributing mosquito nets and coordinating community environmental sanitation efforts to raise awareness of SDG 3 (Good Health & Well-Being). Public Speaking & Advocacy: Delivered engaging speeches at multiple high schools on various Sustainable Development Goals, inspiring fellow students to take action on climate, health, and education initiatives. “Love Garden” Initiative: Conceptualized and built the “SETS STAR Love Garden” on campus—an on-site green space promoting biodiversity, sustainability, and student well-being aligned with SDG 15 (Life on Land). Stakeholder Engagement & Onboarding: Onboarded parents, teachers, and new student members to the club’s charitable activities, growing membership by 55% and forging partnerships with local NGOs. Data Management & Reporting: Maintained up-to-date member records in Excel, tracking attendance, contributions, and impact metrics—ensuring smooth communication and accurate reporting for grants and school administrators. Impact: Through these roles, I honed my leadership, project management, and community engagement skills, all while directly contributing to improved public health, environmental stewardship, and youth empowerment in my hometown.

Education & Certifications
1
Bachelor of Nursing Science
University of Nigeria, Nsukka (In Progress)
2024-2029(Expected)
2
Asana Workflow Specialist
Certified March 2025
3
Digital Witch IT Support Certification
Certified April 2025
4
Additional Certifications and Trainings
  • Customer Service Foundations (CustomerSuccessU.org)
  • SID Certifications(CRMs, VA & Basic Productivity Tools)
  • Data Analytics Training(Embold Lab)

In View

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Contact & Get Started
LinkedIn
Phone, Telegram & Whatsapp
+234-7038610711
Get in Touch
Your next-level VA & support partner is just a click away, contact me now—let’s discuss your needs and make magic happen!
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