Mercy Osilaka Simeon Princewill

MERCY SIMEON CUSTOMER SERVICE REPRESENTATIVE || AUTOMATION SPECIALIST || PROGRAM ASSISTANT SUMMARY Results-oriented professional with expertise in customer support, customer service operations, outbound cold calling, process automation, and M&E program support. Proven success in managing high-volume client engagement across digital and voice channels, while executing lead qualification strategies and objection handling to drive customer acquisition. Skilled in leveraging Airtable and Zapier to design and deploy no-code automation workflows, enhancing data accuracy, operational efficiency, and crossfunctional collaboration. Demonstrated experience supporting monitoring and evaluation frameworks within NGO settings, including indicator tracking, data validation, and reporting aligned with donor and programmatic requirements. Recognized for delivering structured, data-informed support and fostering stakeholder trust across dynamic environments. SKILLS ▪Workflow Automation ▪Customer Service ▪Airtable ▪Process Documentation ▪Pipedrive ▪CRM Management ▪Google Workspace ▪Program Assistance ▪HubSpot ▪Salesforce ▪ClickUp ▪Trello ▪Project Management ▪Monday.com ▪Microsoft Office Suite ▪Zapier ▪Client Onboarding ▪Sales ▪NGO Program Coordination ▪Lead Generation ▪Asana ▪ColdCalling ▪SOP Creation PROFESSIONAL EXPERIENCE Remote Workflow Automation Specialist Edlom Consulting 12/2024 – 04/2025 • Designed and implemented automated systems to streamline client onboarding, optimize team workflows, and manage recurring tasks, resulting in a 30% improvement in operational efficiency. • Integrated CRM tools with external applications via Zapier and Airtable that reduced manual data entry and administrative workload by 60%. • Developed custom dashboards and reporting boards to enhance performance tracking, project visibility, and data-driven decision-making. • Trained 20+ clients and internal teams on the usage, maintenance, and scalability of automation tools, improving productivity, smooth adoption, and long-term sustainability. Cold Caller Oscar Health Insurance • 01/2024 – 12/2024 Executed high-volume outbound calls to promote healthcare plans and qualified leads for sales closure. • Presented tailored policy options and resolved objections, which led to increased customer conversions. • Logged call activities and client data accurately in CRM systems to support lead tracking and follow-ups. • Partnered with sales representatives to enhance outreach strategies and achieved consistent target performance. Customer Support Program Assistant Active Voices 05/2023 – 11/2024 • Handled inbound and outbound customer communications and resolved service-related concerns promptly. • Delivered detailed information on product offerings and captured lead details aligned with service criteria. • Analyzed customer feedback and initiated service process changes that enhanced user satisfaction. • Supported internal teams through coordinated communication and maintained accurate customer interaction records. Customer Program Support Systems 06/2022 – 05/2023 Devtech • Managed support tickets through Zendesk and ensured timely issue resolution across customer channels. • Administered customer surveys and extracted performance data used in quarterly service evaluations. • Developed knowledge base articles and internal documentation that improved onboarding efficiency. • Applied empathy in customer interactions and reinforced client relationships through consistent support delivery. KEY ACHIEVEMENTS & PROJECTS • Workflow Development & Collaboration: Boosted collaboration and process visibility by 30% by creating and deploying project workflows for distributed teams. • Sales Optimization & Data Automation: Enhanced real-time performance tracking by 20% by automating reporting processes using spreadsheets and CRM tools. • Lead Management Optimization: Improved lead conversion by 25% by developing CRM automation pipelines that enhanced client lifecycle management. • Informed Program Adjustments Through Analysis: Compiled and analyzed key performance indicators to produce monthly M&E reports, which guided evidence-based decision-making for program refinement and donor reporting. • Enhanced Client Retention: Maintained a 24-hour email and phone response standard, strengthening client trust and contributing to higher rates of repeat customer engagement. EDUCATION & CERTIFICATIONS 2017 Bachelor of Science in Physiology University Of Uyo 2020 Advanced Post Graduate Diploma in Public Health James Lind Institute REFERENCES Available on request