![Nicole Okpala](https://jobicy.com/react/themes/app/images/avatar.jpg)
Nicole Okpala

# Virtual Assistant | Customer Support Specialist | CRM Expert

Actively looking · Member since 10 Feb 2025 [Message](https://jobicy.com/dashboard-page.md)

ShareLocationNigeriaDesired salaryfrom 13 USD/hourlyWork preferenceFull Time, ContractExperience levelNot set
* [Overview](#overview)
* [Portfolio 0](#portfolio)
* [Services 0](#services)

## About

Professional summaryHi, I’m Nicole! I’m passionate about connecting with people and creating customer experiences that feel personal and meaningful. With over 3 years in customer service, I’ve learned that every interaction is an opportunity to build trust, solve problems, and make a real difference.

I’m experienced with tools like Salesforce, Zendesk, and Zoho, and I’ve helped launch loyalty programs that boosted customer retention.

I’ve spent most of my career working on-site, but now I’m excited to bring my skills into a fully remote role where I can contribute to a global team. If you’re looking for someone who truly cares about customer satisfaction and building lasting relationships, let’s connect.

## Skills

3 capabilities[Communication](https://jobicy.com/talent/communication.md)[CRM](https://jobicy.com/talent/crm.md)[Data Protection](https://jobicy.com/talent/data-protection.md)

## Experience

Career history

### Guest Services Assistant · Jara Beach Resort

November 2020 – January 2022- Helped streamline the customer service team, boosting guest satisfaction by 15%.
- Resolved 95% of guest complaints and queries within 24 hours using email and chat systems.
- Managed front desk activities, improving scheduling and check-in processes to reduce wait times by 20%.

### Customer Experience Manager · Orile Restaurant and Bar

December 2022 – August 2023- Launched a loyalty program that increased customer retention by 10%.
- Kept track of client feedback and KPIs, providing insights to improve service.
- Used Zendesk to resolve customer complaints more efficiently, cutting resolution time by
25%.

### Guest Services Manager · The Muse by LVG

October 2023 – October 2024- Organized team schedules and meetings remotely, making the team 20% more efficient.
- Handled guest inquiries via email, achieving a 98% satisfaction rate.
- Worked with different departments to solve guest concerns quickly, improving overall
service.

## Education

Learning history

### National Open University Of Nigeria

August 2019 – September 2023BA in Business Administration

Relevant coursework in Business Communication and Customer Relationship Management.

This professional hasn’t added portfolio projects yet.

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