Maryann Okimba

OKIMBA MARYANN CHIDIMMA. F.C.T. Abuja, Nigeria Cell: - --LinkedIn URL: https://www.linkedin.com/in/maryann-okimba PROFESSIONAL SUMMARY A certified Customer Success Specialist, highly motivated and result oriented with 5+ years of experience providing exceptional customer service. Proven ability to resolve inquiries efficiently, build positive relationships, and exceed customer satisfaction goals. Skilled in troubleshooting, communication, and problem-solving, with a passion for ensuring a positive customer experience. Committed to upholding company values and exceeding performance expectations to foster long-term customer relationships. SKILLS ● Time management and prioritization ● Escalation management ● Product and service sales ● Exceptional customer service ● Team collaboration and support ● Customer needs assessment ● Ticket Management ● Business process improvement ● Interpersonal skill ● Marketing ● Customer complaint resolution ● Technical documentation. ● Effective verbal and written communication WORK HISTORY 11/2022 to 01/2024 01/2020 to 10/2022 Customer Success Specialist Digital Witch Support Community ● Proactively delivered maintenance suggestions to clients, resulting in 30% reduction in system downtime and 25% improvement in overall performance Explaining security measures in simple terminology to help users understand malware and phishing threats. ● Simplified complex security measures for users, empowering them to understand and mitigate malware threats (95% success rate) and Phishing attacks (90% success rate) ● Resolved a diverse range of technical issues (avg. 500 cases/month) across multiple systems and applications for customers and end-users across various time zones, achieving 95% first-call resolution rate and 92% customer satisfaction rating Customer Support Specialist Institut Français du Nigeria, Abuja. ● Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions. ● Identified trends in customer feedback and recommended product improvements to management teams. ● Initiated proactive follow-ups with clients to ensure their needs were met after initial interactions. ● Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed. 01/2018 to 12/2019 Customer Support Representative Atlas Designery Limited ● Handled escalated support cases with diplomacy and tact, successfully diffusing tense situations between the company and its customers. ● Generated reports to track performance and analyze trends. ● Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections. ● Processed customer service orders promptly to increase customer satisfaction. ● Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. 03/2016 to 09/2017 Media and Communications Intern Patriot Newspaper ● Monitored media coverage and produced detailed reports to analyze impact of PR efforts. ● Conducted media relations and responded to media requests for information. ● Managed daily content scheduling for social media channels, ensuring timely posts that aligned with current trends and topics. ● Enhanced brand awareness by developing and implementing strategic communication plans. VOLUNTEERING EXPERIENCE Girls’ Power Initiative (GPI) ● Provided comprehensive sexuality education (CSE) and life skills training to girls and young women. ● Offered leadership development programs and mentoring opportunities to empower girls to become leaders in their communities. EDUCATION 2020 2018 2015 2011 French Certificate B1 Institut Français du Nigeria, Abuja. Bachelor of Arts (French) University of Calabar, Nigeria. Diploma in Tourism and Hotel Management University of Calabar, Nigeria. Senior Secondary Certificate Examination (SSCE) Holy Child Girls Secondary School, Calabar, Nigeria. TRAININGS AND CERTIFICATIONS ● Certified Customer Success Specialist. ● Customer Success Strategic Management. ● Customer Success Career Advancement. ● Customer Success Fundamentals. ● Professional Diploma in CRM Platforms Management. ● IT Support Training (Digital Witch Support Community), ● Remote Work Foundations (LinkedIn). ● Customer Service: Problem-Solving and Troubleshooting (LinkedIn). ● International Model United Nations (IMUN 2020 Specialized on Diplomacy, International Relations and The United Nations). ● Customer Services Relationship Skills (Alison Online Training). ● Diploma in Communication Skills (Alison Online Training). ● Diploma in Journalism (Alison Online Training). ● Customer Services Relationship Skills (Alison Online Training). ● Diploma in Communication Skills (Alison Online Training). ● Diploma in Journalism (Alison Online Training.