Summary
Overview
Work History
Education
Skills
Timeline
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Vivian Onuorah

CRM

Summary

Goal-oriented manager with distinguished experience and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Talented in identifying and capitalizing on emerging market trends and revenue opportunities.

Overview

7
7
years of professional experience

Work History

CRM Coordinator

Cojene
09.2022 - 03.2024
  • Assisted in the design and execution of loyalty programs, driving increased repeat business from existing customers.
  • Utilized analytical skills to identify opportunities for upselling or cross-selling products/services based on historical purchase patterns or expressed interests.
  • Streamlined communication processes for improved customer engagement and retention rates.
  • Enhanced customer satisfaction by implementing effective CRM strategies and tools.
  • Optimized data management with the implementation of efficient database systems, resulting in better insights into customer preferences.
  • Managed relationships with external vendors, ensuring timely delivery of CRM-related products and services.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

Project Assistant

Thanos Consulting LLC
02.2020 - 08.2022
  • Improved project efficiency by streamlining processes and implementing time-saving strategies.
  • Minimized risks associated with project delivery by identifying potential challenges early on and proposing mitigation strategies accordingly.
  • Expedited approval processes by preparing high-quality business cases that clearly outlined project benefits, costs, timelines, and scope details for senior management review.
  • Assisted project managers in achieving timely completion of projects through diligent monitoring and tracking of deadlines.
  • Collaborated closely with cross-functional teams to ensure alignment on expectations regarding deliverables and milestones.
  • Maintained high level of accuracy in all project documentation, ensuring consistency and clarity throughout lifecycle of projects.
  • Increased stakeholder satisfaction with efficient coordination of project meetings, presentations, and workshops.
  • Promoted transparency among stakeholders through regular status updates highlighting progress against planned objectives or targets within specific timelines.
  • Developed strong working relationships with clients by providing exceptional customer service and meeting their needs during project delivery.

Customer Support Specialist

Opex Oil And Gas Ltd
03.2017 - 01.2020
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Worked closely with sales representatives to ensure seamless handoff of potential leads from support interactions.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Streamlined support processes for increased efficiency and reduced response times.

Education

Bachelor of Arts - Foreign Languages And Literatures

Abia State University
Nigeria
05.2001 -

Skills

  • Salesforce proficiency

  • CRM Integration

  • Campaign Management

  • Customer Segmentation

  • Strategic Planning

  • Customer Trend Analysis

  • Contract Management

  • New Hire Onboarding

  • Customer Portfolio Management

  • Operations Management

  • Time Management

  • Team Collaboration

  • Client Relationship Management

  • Customer Order Management

Timeline

CRM Coordinator

Cojene
09.2022 - 03.2024

Project Assistant

Thanos Consulting LLC
02.2020 - 08.2022

Customer Support Specialist

Opex Oil And Gas Ltd
03.2017 - 01.2020

Bachelor of Arts - Foreign Languages And Literatures

Abia State University
05.2001 -

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Vivian OnuorahCRM