Okonkwo Oluoma Maryann | Freelancer Resume

- OKONKWO OLUOMA MARYANN - Ipent 7 Estate Gwarimpa, Abuja, Nigeria OBJECTIVE I am currently looking for a full time position in an environment that offers a greater challenge, increased beneﬁts for my family, and the opportunity to help the company advance eﬃciently and productively. SKILLS Time Management Multi-Line Phone Proﬁciency Customer service Administrative support Quick copytyping Skills Data Entryskills Good communication skills Spreadsheets Management ADDITIONAL INFORMATION Certiﬁcate in Google IT Support. EXPERIENCE Chinjudson Global Resources Ltd. 2019 - 2022 Customer Service Representative/Customer Success Team Leas 1. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns; this I achieved by leveraging my extensive knowledge of products and services and creating a welcoming and positive atmosphere for every customer. Despite not having many IT skills at the time, I would use the company troubleshooting resolution tree to evaluate technical problems and ﬁnd appropriate solutions, leading to prompt resolution of customer care tickets. My commitment to work had me being awarded the most creative customer service representative of the year. 2. Offered customer advice and assistance, paying special attention to their needs or wants. This action had customers not only returning to our company but also referring our products and services to their families and friends. 3. Answered customer telephone calls promptly to avoid long on-hold wait times and enhanced productivity by anticipating needs and delivering outstanding customer support. 4. Answered product and service questions, suggesting other offerings to attract potential customers. 5. Educated customers about billing, payment processing, and support policies and procedures. 6. Followed through on all critical inter-departmental escalations to increase customer retention rates. 7. Recommended, selected, and helped obtain out-of-stock products based on customer requests and surpassed sales goals through the implementation of effective marketing strategies. This resulted in a consistent 25% increase in customer satisfaction rating from 2020 to 2021 and had me promoted to customer success team lead in June 2021. 8. Following my promotion, I immediately worked on reducing process inconsistencies and effectively training my team members on best operational practices and protocols. 9. Calculated correct order totals, updated accounts, and maintained detailed records for inventory management. 10. Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives. 11. Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines. 12. Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates. Centerville Oﬃce Support Limited 2018 - 2018 Virtual Assistant 1. Organized and managed team tasks using Microsoft Teams, Basecamp, Trello, or Asana depending on the task assigned. 2. Coordinated Skype calls across multiple time zones. 3. Analyzed and compiled data to prepare comprehensive reports for management. 4. Managed CRM input, exports, and clean-up. 5. Wrote press releases and posted updates to social media. 6. Ordered gifts for clients for holidays and in recognition of special accomplishments. 7. Developed complex reports in Excel for cost reporting. 8. Monitored emails, organized inboxes, and prioritized messages for the supervisor. 9. Researched topics and events to support the supervisor's work agenda and projects. 10. Uploaded ﬁles for team use on Google Suite and SharePoint. 11. Set up virtual Zoom meetings, invite guests and disseminate agendas. 12. Maintained supervisor's calendar and set up reminders for meetings and appointments. 13. Executed travel arrangements by researching and booking ﬂights and accommodations. 14. Conferred with customers by telephone, chat, or email to provide information. 15. Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings. 16. Answered and screened calls to provide information, schedule appointments, and take detailed messages. EDUCATION University of Calabar Passing Year- Business Administration Passing Year Certiﬁcate in Google IT Support Passing Year Certiﬁcate in Customer Service Fundamentals ACHIEVEMENTS & AWARDS Award for the most creative customer service representative of year-2020 Best employee of the year- 2021