Maryann Okimba — Certified Customer Success Specialist

Expertise in Salesforce (2.0 yr.), Project Delivery (5.0 yr.), Project Manager (3.0 yr.), Database Management and Administration (5.0 yr.), Support (6.0 yr.).

Last verified on July, 2024

Core Skills

Client Communication

Customer Service

Data Management

troubleshooting

Bio 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.

Technical Skills

Soft Skills

troubleshooting

Work Experience

Customer Success Specialist, Maintenance & Security Enhancement

Duration: 11/2022 to 01/2024
Summary: Participated in proactive maintenance and security management resulting in system performance improvements and a high success rate in mitigating malware and phishing attacks.
Responsibilities: Delivered maintenance suggestions, simplified security measures, resolved technical issues, managed cases, and implemented CRM strategies.
Technologies: CRM Systems

Customer Support Specialist, Customer Experience Enhancement

Duration: 01/2020 to 10/2022
Summary: Analyzed customer feedback for product improvement and contributed to sales, which increased customer satisfaction and retention.
Responsibilities: Analyzed customer feedback, utilized CRM systems for streamlined interactions, conducted client follow-ups, and supported sales efforts.
Technologies: CRM Systems

Customer Support Representative, Customer Service Optimization

Duration: 01/2018 to 12/2019
Summary: Efficiently resolved escalated support cases and implemented service improvements that led to reduced complaints and increased team productivity.
Responsibilities: Resolved escalated support cases, generated performance reports, processed customer service orders, implemented service improvements and facilitated new hire training.
Technologies: CRM Systems, Service Management

Media and Communications Intern, Public Relations & Communication

Duration: 03/2016 to 09/2017
Summary: Assisted in PR strategies and crisis communication, managing content creation and distribution for increased brand visibility and media coverage.
Responsibilities: Produced media impact reports, managed social media content, developed strategic communication plans, conducted media relations, and assisted in crisis communications.
Technologies: Social Media Management, Media Relations

Education

Bachelor of Arts (French)
Diploma in Tourism and Hotel Management
Senior Secondary Certificate Examination (SSCE)
Holy Child Girls Secondary School, Calabar, Nigeria

Certification

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)

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