Maryann Okimba, Certified Customer Success Specialist
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.)
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.
Work Experience
Customer Success Specialist, Maintenance & Security Enhancement
Duration: 11/2022 to 01/2024Summary: 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 10/2022Summary: 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 12/2019Summary: 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 09/2017Summary: 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)