Mary Okorie

MARY OKORIE CUSTOMER SUPPORT SPECIALIST Ibadan, Nigeria • linkedin.com/in/mary-okorie PROFESSIONAL SUMMARY Customer-focused and results-oriented professional with over 6 years of experience in strategic communication, relationship management, and team coordination. Skilled in delivering high-quality support across phone, email, and live chat using Zendesk, Freshdesk, and HubSpot CRM. Proven ability to manage complex calendars, coordinate teams, and enhance stakeholder engagement through clear messaging and proactive problem-solving. Now seeking to contribute to exceptional customer experiences and organizational success as a Customer Service Representative. TECHNICAL SKILLS & COMPETENCIES ●​ Customer Support: Multichannel Support (Phone, Email, Chat), Conflict Resolution, SLA & KPI Management. ●​ Operations & CRM: Zendesk, Freshdesk, HubSpot CRM, Intercom, Microsoft Office/Outlook, Google Workspace. ●​ Administrative: Appointment Scheduling, Lead Generation, Calendar Management, Workflow Optimization. ●​ Creative: Content Strategy, Social Media Management, Photo/Video Editing. EXPERIENCE Content & Social Media Manager | Rehoboth Crest Homes July 2025 – Present ●​ Managed the company's social media accounts, overseeing daily uploads and community engagement. ●​ Produced professional photo and video content for marketing use, utilizing media editing skills. ●​ Developed creative concepts and campaign ideas tailored to brand goals and audience needs. Assistant Team Lead (Media and Sales) | Assured Way Investment Limited March 2025 – Present ●​ Managed inbound leads and ensured diligent follow-ups, leading to a 40% increase in successful conversions. ●​ Coordinated general media activities and collaborated with marketing teams to align media efforts with campaign goals. ●​ Led a team of over 10 sales associates, mentoring them to exceed performance targets. Customer Support Representative | Online Health Telemedicine (Ohealth) Aug 2020 – Jan 2024 ●​ Resolved customer inquiries via phone, email, and social media while maintaining high first-contact resolution rates. ●​ Utilized Zendesk and Intercom to manage tickets and maintain SLA compliance. ●​ Improved workflow efficiency, cutting response times by 15% and reducing repetitive inquiries by 20% through FAQ creation. Call Center Representative | Ison BPO International Limited (Airtel Account) February 2018 – September 2019 ●​ Handled 80–120+ inbound calls daily, resolving billing, technical, and account issues efficiently. ●​ Achieved a 4.5/5 CSAT rating and maintained 95% adherence to call procedures. ●​ Demonstrated strong de-escalation skills in a fast-paced work environment. Human Resource Assistant (Intern) | Alluvia Unique Concepts October 2019 – December 2019 ●​ Maintained management calendars and supported all internal and external HR-related inquiries. EDUCATION & CERTIFICATIONS B.A ED. (HONS). HISTORY EDUCATION | ADEKUNLE AJASIN UNIVERSITY (DEC 2017) VIRTUAL ASSISTANT DIGITAL TRAINING SKILLS | CAREER CRAFTERS ACADEMY (DEC 2025) CUSTOMER SERVICE COURSE | ALISON (MAY 2023) CUSTOMER SERVICE CERTIFICATE | ISON BPO TRAINING (MARCH 2018)