Mary Williams

MARY WILLIAMS LinkedIn Professional Summary Customer Service Representative with over 4 years of experience providing phone, email, chat and social support to clients across Logistics, digital services, and customer facing roles. Skilled in resolving customer issues efficiently, managing large volume of inquiries, and maintaining excellent satisfaction ratings. Experienced in remote support, digital payment communication and working with CRM tools. Tech-savvy, adaptable, and always eager to learn new tools to deliver top-tier customer experiences. Core Skills • Customer Service (Email, Chat, Phone) • Email, Phone and Chat Support • CRM Tool (ZohoCRM) • Strong Written and Verbal Communication • Dispute Resolution • Order Processing & Dispatch Coordination • Payment Inquiry Support • Complaint Resolution & Customer Retention • Remote & Night Shift Work Management • Problem Solving & Conflict Resolution • Google Workspace & Microsoft Office • Administrative & Clerical Support • Data Entry, Research & Documentation Professional Experience Customer Service Representative – SNF Meat Shop January 2025 — March 2026 • Responded to customer inquiries via phone, WhatsApp Business, and Instagram in a timely and professional manner. • Processed and confirmed customer orders, ensuring accuracy and smooth coordination with the dispatch team. • Provided product information, pricing, and delivery updates to customers maintaining excellent service standards. • Collaborated with the logistics team to ensure on time deliveries and resolve order related issues efficiently. Communication Specialist – FaithMatch (Remote) Feb 2025 – September 2025 • Respond to client inquiries and manage matchmaking processes via Instagram DMs, email and Google Forms, improving match closure rates by 20%. • Update and maintain over 100 client profiles with accuracy and confidentiality. • Work independently during remote hours to ensure timely and professional client responses. • Coordinate with team members to improve communication flow and improve client satisfaction. Customer Service Representative – Logistics Cavamall Limited | Jan 2021 – Aug 2024 • Managed and resolved customer inquiries for international shipments from China to Nigeria, providing accurate updates and solutions through email, chat, and phone. • Maintained a 85% response rate and resolved 80% of issues on first contact, ensuring customer trust, satisfaction, and retention. • Collaborated with the logistics and operations team to resolve delivery challenges, ensuring on-time shipments. • Maintained accurate billing and payments records using Google Sheets and Microsoft Excel. • Provided proactive communication and real time tracking updates, reducing repeated inquiries by 20%. Loan Collector – Newedge Finance Limited (Remote) Feb 2022 – April 2023 • Contacted customers regarding outstanding loan repayments through calls and digital channels. • Assisted customers with repayment processes, account updates and verification inquiries. • Resolved customer concerns professionally while promoting timely repayments. Technical Tools ZohoCRM | Google Workspace | Meta Business Suite | Slack | WhatsApp Business | Microsoft Office Education B.Sc. (Ed) Biology Education – Adekunle Ajasin University, Ondo State Certifications & Training • Virtual Assistant Program – ALX Africa(2024) • Customer Service & Relationship Management – SkillsEdge Consulting Ltd. (2020) • Frontend Engineering – AltSchool Africa