Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lisa Okere

Baltimore,MD

Summary

Goal-oriented Customer Support Executive skilled at building trust and rapport to maintain customer loyalty. Track record of high customer retention rates thanks to excellent communication and problem-solving skills. Thriving in both self-motivated and collaborative team settings.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Dominium Management Services
Minneapolis, MN
08.2023 - 01.2024
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Investigated customer complaints regarding product quality or service rendered.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Researched customer inquiries using available resources such as FAQs and online forums.
  • Created detailed reports on customer feedback for management review.
  • Recorded all customer interactions into the database system accurately and completely.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
  • Coordinated with third-party vendors when necessary for resolving escalated customer issues.
  • Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
  • Assisted in developing training materials related to new products or services being released.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.
  • Audited customer account information to identify issues and develop solutions.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Customer Support Executive

Hotel Sunshine
Enugu
09.2022 - 08.2023
  • Answered customer inquiries via phone, email, and chat.
  • Provided detailed information about products and services.
  • Resolved customer issues in a timely manner.
  • Assisted customers with product installation and setup.
  • Maintained accurate records of customer interactions.
  • Performed troubleshooting on technical problems.
  • Developed solutions to address customer complaints.
  • Promoted additional products or services to meet customers' needs.
  • Generated reports to track customer satisfaction levels.
  • Created training materials for new employees in the department.
  • Contributed ideas for process improvements within the team.
  • Ensured compliance with company policies and procedures.
  • Monitored customer feedback on social media platforms.
  • Identified cross-selling opportunities to increase revenue.
  • Analyzed trends in customer service requests.
  • Collaborated with colleagues to resolve complex customer queries.
  • Responded to customer concerns and implemented changes to accounts to resolve issues.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Delegated work to staff, setting priorities and goals.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.

Administrative Assistant

Renoxx Caregivers
Laham, MD
05.2016 - 08.2022
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
  • Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
  • Created travel arrangements for senior managers according to their requirements.
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
  • Processed invoices for payment using accounting software applications.
  • Updated contact lists regularly when changes occur in employee status or contact information.
  • Handled confidential documents in an organized fashion according to established protocol.
  • Scheduled appointments between clients and customers and internal staff members.
  • Developed project plans for various tasks assigned by upper management.
  • Monitored progress on projects assigned by upper management.
  • Managed database systems containing customer contact information.
  • Answered questions from customers regarding products and services offered by the company.
  • Scheduled appointments, meetings and events for management staff.
  • Provided secretarial and office management support while building cooperative working relationships.
  • Inventoried and ordered supplies for office.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Prepared and prioritized calendars and correspondence.
  • Composed correspondence, reports and meeting notes.
  • Directed customer communication to appropriate department personnel.
  • Tracked and submitted employee timesheets to prepare for payroll processing.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Sorted and distributed incoming faxes, letters and emails for office distribution.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Raised funds by organizing multiple events and diligently managed details to meet deadlines.

Education

Bachelor of Science - Psychology

Frostburg State University
Frostburg, MD
05.2020

Skills

  • Order Fulfillment
  • Complaint Resolution
  • Quality Control
  • Cost-Reduction Strategies
  • Retail Operations Management
  • Inventory Management
  • Data Entry
  • Employee Supervision
  • Vendor Management
  • Administrative Management
  • Staff Management
  • Performance Management
  • Travel Coordination
  • Motivational Leadership
  • Policy Development
  • Strategic Planning
  • Quality Assurance
  • Customer Service Management
  • Presentation Design
  • Program Development
  • Staff Development and Training
  • Administration and Operations
  • Customer Service
  • Handling Complaints
  • Event Coordination
  • Meeting Coordination and Support
  • Team Leadership

Certification

  • PMP

Timeline

Customer Support Specialist

Dominium Management Services
08.2023 - 01.2024

Customer Support Executive

Hotel Sunshine
09.2022 - 08.2023

Administrative Assistant

Renoxx Caregivers
05.2016 - 08.2022

Bachelor of Science - Psychology

Frostburg State University

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Lisa Okere