Mary Ezeani

 Administrative & Customer Support Specialist Mary Chiamaka Ezeani Location: Abuja, Nigeria linkedin.com/in/maryezeani Summary Experienced customer service and administrative professional with 5+ years in multichannel support, calendar management, Customer Service, Project, and virtual coordination. Known for combining empathy, organization, and analytical thinking to resolve complex issues, improve processes, and enhance productivity. Proficient in CRM tools, digital platforms, and thriving in remote, fast-paced environments. Skills • Multichannel Support (Voice, Chat, Email) • CRM Tools (HubSpot, Zendesk, Salesforce, Freshdesk) • SaaS & Ecommerce Platform Support • Customer Interaction Evaluation • Customer Service • Social Media Monitoring & Engagement • Data Review & Reporting • Knowledge Base & Documentation • Project Management (Asana. Trello, ClickUp, Monday.com) • Email & Ticketing Systems • Technical Onboarding Support • Remote Work Tools (Slack, Notion, Zoom, G- Suite) • Risk Mitigation & Operational Reliability • Issue Escalation & Follow up • Invoicing & Payment tracking • Lead Generation & Pipeline Tracking • Root Cause Analysis & Curiosity-Driven Problem Solving • English Proficiency (Native/Fluent) • Adaptability to Change & Ambiguity • Weekend & Remote Availability (24/7 Support Readiness) • Self-Motivation & Initiative • Ethical Decision-Making & Integrity • Customer-Centric Mindset & Empathy • Team Collaboration Across Time Zones • Attention to Detail & Accuracy • Positive, Solution-Oriented Attitude • Empathy & Problem Solving • Order Tracking • Organization, Multitasking & Communication skill Experience Admin & Customer Support specialist| SaaS / Tech Remote| February 2023 – February 2025 ◦ Delivered support for SaaS tools and internal platforms, ensuring a smooth experience for end-users and internal teams. ◦ Resolved service and technical issues via phone, email, and chat while maintaining a 90% customer satisfaction rate. ◦ Identified root causes for frequent user problems and contributed to improvements in product documentation. ◦ Managed CRM tickets with attention to accuracy, follow-up, and timely resolution. ◦ Assisted customers through onboarding and provided ongoing education to reduce future support dependency. Executive Virtual Assistant | E-commerce Remote |March 2023 – March 2024 ◦ Managed executive calendars, meetings, and internal communications for senior leadership. ◦ Respond to 60+ weekly client inquiries regarding service scheduling, billing, and follow-ups. ◦ Coordinate estimate appointments and service visits across multiple field teams and time zones. ◦ Create, send, and track invoices using QuickBooks; follow up on outstanding payments to ensure timely collection. ◦ Utilize Monday.com to track job status, team tasks, and customer updates, maintaining 98% workflow compliance. ◦ Serve as liaison between sales and service teams to streamline internal communication and ensure client satisfaction. ◦ Streamlined administrative workflows using tools like Trello, Google Workspace, and Slack. ◦ Configured task automations and integrated systems using Zapier for seamless team coordination. ◦ Assisted with project coordination, created process documents, and tracked key deliverables. ◦ Drafted and proofread executive-level communications with high accuracy. ◦ Listed Products, tracked order, rendered customer service, and managed CRM. Customer Support Specialist Dulux Colour Centre | Abuja, Nigeria | November 2016 – January 2019 ◦ Provided multichannel customer support (voice, chat, email), consistently achieving a 95% first-contact resolution rate. ◦ Used data from customer interactions to identify recurring issues and collaborated with teams to implement long- term solutions. ◦ Tracked customer trends and escalated reliability risks related to timeliness and attendance, helping maintain operational standards. ◦ Handled weekend shifts and changing priorities with agility, delivering consistent support quality. ◦ Maintained accurate case records and escalated critical issues promptly using CRM tools. ◦ Trained new hires in support workflows and helped document updated SOPs Executive Assistant | Hospitality First Forty Hotel | November 2014 – November 2016 ◦ Optimized processes through file management, scheduling, travel planning, expense tracking, and email management. ◦ Assisted in coordinating events and managing communication channels to improve team efficiency. ◦ Conducted research and compiled data for client projects, improving decision-making accuracy by 20%. ◦ Responded to customer inquiries via email and live chat, achieving a 95% satisfaction rate. ◦ Streamlined administrative processes through collaboration and feedback implementation. ◦ Leveraged productivity and customer support tools like Google Workspace, Trello, CRM and Slack to streamline administrative processes Education & Certifications BSc. Economics | University of Nigeria, Nsukka | November 2008 – July 2012 IT Support | Administrative & Customer Service (CRM Tools) |July 2024 – September 2024