Mirian Akwara

MIRIAN AKWARA Surulere, Lagos, Nigeria (- |-PROFESSIONAL SUMMARY A versatile, resourceful, and goal-driven individual with skills in customer support and administrative work having over 3+ years of extensive experience in managing client-centric office operations and facilitating all aspects of internal and external communications; passionate about building strong customer relationships, driving brand loyalty, increasing customer engagement on social media, and improving work processes, service levels, and efficiency; seeking an opportunity to leverage my professional expertise to grow in a role as deemed fit in your organization. SKILLS AND COMPETENCIES Administrative Support, Account Records Management, Customer Service, Client Relations, Conflict Resolution, Schedule management, Negotiation, Spreadsheet Management, Document Storage and Cloud-Based Systems, Data Entry and Order Processing, Reporting and Documentation, Project Management, social media management, Outbound and Inbound calls, Excel, Email Support Software Skills Proficiency in Microsoft Packages (Word, Excel, PowerPoint, Outlook, Teams), Google suite, CRM, Zoom, Asana, Calendly, Slack, and Social Media platforms. Interpersonal Skills Communication, Organization, Teamwork, Time Management, Adaptability, Problem-solving, Leadership, People Management, Flexibility, Accuracy, Prioritization EXPERIENCE  Customer Service Executive January 2020 – January 2022 Swift Credence Logistics, Lagos Nigeria        Resolved 300+ weekly customer inquiries via phone, social media, live chat, and email, consistently exceeding targets Pioneered development of an improved system for following up with unsatisfied customers, reducing customer churn by 6% Trained and mentored 4 new employees on conflict resolution, and Zendesk CRM Achieved 97% average customer satisfaction with a quick response time, surpassing team goal by 12% Made 30+ outbound calls per day to follow up with customers who were overdue in their payments Managed multiple social media accounts with postings and attended to product inquiries and customer interactions. Helped develop a new customer service rep training program that cut training time in half from 1 month to 2 weeks Support Officer November 2017 - December 2019 Swift Networks, Lagos Nigeria  Provided on-phone and email support for users of extended campus communication networks to facilitate the effective operation of IT resources.  Delivered troubleshooting solutions to departments and clients experiencing difficulties with the software, hardware, and network connectivity to improve workflow and customer service.    Provided support to users learning new technology assets to support existing operations and to make possible workflow expansion. Learned from IT professionals to meet the support needs of a fast-paced technology company serving clients around the world. Worked closely with IT team members and supervisors to improve troubleshooting skills and situation analysis. . Virtual Assistant August 2015 - October 2016 EXP Marketing Agency, Port Harcourt Nigeria  Maintained phones, managed calendars, scheduled appointments, meetings, as well as arranged all travel plans.  Maintained document filing retention and storage system with the highest regard for confidentiality, organization, and timely retrieval of documents  Assisted in implementing social media platforms’ content strategy.  Managed operations and coordinated logistical aspects of marketing campaigns held on the field.  Retrieved and sorted through the incoming and outgoing mail EDUCATION Bachelor of Science (BSc.) in Botany Nnamdi Azikiwe University, Awka Nigeria 2011 - 2015 CERTIFICATIONS Fundamentals of Digital Marketing Certificate Google Digital Certificate MAR 2022  Customer Service Skills Certificate Allison Learning Platform NOV 2021  Training in IT Support Digital Witch Tech Forum OCT 2021  Post Diploma in Information Technology ISP Computer Institute NOV 2017  Certificate in Project Management Quality Skills Entrepreneurship Academy NOV 2017 INTERESTS     Solving puzzles Enjoy reading non-fiction books Love volunteering Socializing with friends and family