Emily Okeowo
HMH
Moreno Valley,CA
1
Certification
12
years of professional experience
Technical Implementation and Customer Support professional with 7 years of experience in customer service, including 5 years in EdTech SaaS. Expertise in advanced troubleshooting, platform onboarding, SSO, and complex technical issue resolution. Customer Support Lead with 3 years directing remote teams, optimizing workflows, and developing training programs. Collaborates effectively with IT and cross-functional teams to identify root causes and implement scalable solutions.
Work History
Technical Implementation Consultant
2 Months- Secured second contract by demonstrating exceptional performance and client satisfaction.
Technical Implementation Consultant
3 Months- Translate complex technical concepts—including Single Sign-On (SSO), rostering, account provisioning, and LMS/SIS integrations—into clear, actionable guidance for both technical and non-technical stakeholders.
- Independently troubleshoot and resolve complex account, access, integration, and platform issues across diverse operating systems and environments, including Windows, macOS, iOS, and Chromebooks.
- Support customers through email, phone, and audio/video conferencing, guiding teachers, administrators, and other users through account creation, platform access, product functionality, and online resources.
- Supported customers via email, phone, and audio/video conferencing, guiding users through account creation, platform access, product functionality, and online resources to enhance user experience.
- Develop effective technical solutions and provide hands-on guidance to ensure seamless platform adoption and usage, contributing to improved experiences for educators and students worldwide.
- Utilize Salesforce and Microsoft Office Suite, including Excel, Outlook, and Teams, to manage support cases, document customer interactions, analyze data, and identify opportunities for continuous service improvement.
- Demonstrate adaptability and strong problem-solving skills while quickly learning new web-based applications, technologies, and workflows in a fast-paced global SaaS environment.
- Adapted swiftly to new web-based applications, technologies, and workflows in a fast-paced global SaaS environment, showcasing strong problem-solving skills.
Customer Support Lead
4 Years 10 Months- Lead technical support meetings with teachers and IT administrators via Zoom, Google Meet, and Teams.
- Provide technical and usage support to teachers and students via email, troubleshooting, and resolving issues with platforms like Google Classroom, Canvas, and Schoology.
- Onboard and train new employees on Zendesk, LMS platforms, and company tools.
- Coach and motivate team members to meet support goals while ensuring team efficiency and quality.
- Monitored ticket volume, assigned tasks, ensured adherence to company procedures to maintain support quality.
- Identify and implement improvements to support systems and workflows.
- Created regular and ad hoc reports for CEO detailing team performance and support metrics to inform strategic decisions.
- Resolve escalated customer issues and act as a liaison between customers and support teams.
- Issued and approved refunds, and escalated cases requiring refund decisions.
- Analyze team performance, delegate tasks, and provide feedback to improve service delivery.
- Develop comprehensive SOPs and training materials to streamline processes and enhance team efficiency.
BDC Sales Representative
4 Months- Managed incoming internet sales leads and coordinated timely follow-up with Sales Specialists, enhancing lead conversion opportunities.
- Assigned and tracked leads, ensuring prompt follow-up and effective appointment scheduling for Sales Specialists.
- Conducted phone outreach to secure appointments for Sales Specialists, converting leads into sales through strategic engagement.
- Provided live customer support via chat on the company website, assisting with inquiries and lead generation.
Sales Agent
11 Months- Executed 400+ cold calls daily, both remotely and in-office, to initiate new sales opportunities.
- Gathered order quantities and shipping details to create precise, itemized quotes for customers.
- Developed strong customer relationships to enhance sales and loyalty.
- Identified customer needs to recommend appropriate brewing equipment solutions.
- Trained new sales agents on product knowledge and effective selling techniques.
Care Advisor/Appointment Scheduler
4 Months- Assisted patients by clearly explaining paperwork, tests, products, and services, enhancing understanding of procedures.
- Assisted patients by explaining required paperwork, tests, products, and services in the doctor’s office.
- Performed pre-examination tests with high accuracy and provided detailed explanations of measurements.
- Coordinated appointment scheduling and managed appointment book to ensure optimal patient flow.
- Organized and filed patient records in compliance with HIPAA standards, ensuring confidentiality and accessibility.
- Operated POS system with attention to detail, inputting patient and prescription information.
Occasional/Seasonal Sales Consultant
2 Months- Leveraged ongoing learning to deliver exceptional customer service and create positive shopping experiences.
- Ensured optimal merchandising and department readiness to fulfill customer needs.
- Facilitated customer purchases and processed transactions promptly.
Student Externship
6 Months- Supported Sonographer in conducting 3D/4D/HD live scans, enhancing patient care experience.
- Coordinated front desk operations by greeting customers, addressing inquiries, and scheduling appointments, ensuring smooth office workflow.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Key Holder Sales Associate
1 Year 2 Months- Promoted to key holder within three months due to exceptional performance.
- Established customer connections to enhance shopping experience and drive sales.
- Developed in-depth product knowledge to elevate customer service and support sales initiatives.
Education
Bachelor of Science - Diagnostic Medical Sonography, Healthcare Management
Associate of Science - Diagnostic Medical Sonography
General Education
Skills
Salesforce
Zendesk
Google Suite
Microsoft Suite
Zoom Workspace
Teams
Slack
Notion
Asana
Mixpanel
Gladly
Stripe
Certification
Technical Support Fundamentals, Google - Issued Jun 2023
Credential ID QDW2QSPMWNJA
Timeline
Technical Implementation Consultant
HMH
06.2026 - CurrentRead More
Technical Implementation Consultant
HMH
07.2025 - 10.2025Read More
Customer Support Lead
Edpuzzle
04.2020 - 02.2025Read More
BDC Sales Representative
Malcolm Smith Motorsports
10.2019 - 02.2020Read More
Sales Agent
Best Buy Brewing Equipment
11.2018 - 10.2019Read More
Care Advisor/Appointment Scheduler
Lens Crafters
05.2018 - 09.2018Read More
Occasional/Seasonal Sales Consultant
Best Buy
11.2017 - 01.2018Read More
Student Externship
Heavenly 3D 4D Ultrasound
04.2017 - 10.2017Read More
Key Holder Sales Associate
La-Z-Boy Furniture Galleries
01.2015 - 03.2016Read More
Platt College
Bachelor of Science from Diagnostic Medical Sonography, Healthcare Management
Read More
Platt College
Associate of Science from Diagnostic Medical Sonography
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Riverside Community College
General Education
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