Mariam Olaitan Lamina
Customer Support Specialist
Pachuca
Summary
Accomplished Customer Support Specialist with a proven track record at Pet Pro Supply, enhancing customer satisfaction and fostering strong relationships. Skilled in CRM software and adept at problem-solving, excelling in high-pressure environments, significantly improving service quality. My collaborative approach and commitment to excellence have consistently driven positive outcomes and repeat business. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Customer Support Specialist
Pet Pro Supply
, Texas
01.2023 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
- Managed over 50 inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Customer Service Representative
Ez Max Offer
, Arizona
04.2021 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Inside Sales Representative
Lamina and Sons Autos
Lagos
01.2020 - 12.2020
- Answered customers' questions regarding products, prices, and availability.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Boosted lead conversion rates by conducting thorough needs assessments, identifying opportunities for upselling.
- Mentored junior team members, providing valuable guidance on best practices for successful inside sales tactics.
- Contributed to team objectives in fast-paced environment.
Office Manager
Elizade Nigeria Limited
Lagos
02.2018 - 11.2019
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Coordinated office events.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Representative
Elizade Nigeria Limited
Lagos
01.2016 - 02.2018
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor of Arts - English
Tai Solarin University College Of Education
11.2015
Skills
- Customer service excellence
- Customer Relationship Management (CRM)
- Ticket management
- Call center experience
- Complaint Handling
- Quality Assurance
- CRM Software
- Time Management
- Multitasking
- Software
- Slack
- Zendesk
- Jira
- Confluence
- Intercom
- Aircall
- Trello
- Mondaycom
- Shopify
- Kustomer
- Gorgias
- Amazon
Languages
English
Spanish
Timeline
Customer Support Specialist
Pet Pro Supply
01.2023 - Current
Customer Service Representative
Ez Max Offer
04.2021 - 12.2022
Inside Sales Representative
Lamina and Sons Autos
01.2020 - 12.2020
Office Manager
Elizade Nigeria Limited
02.2018 - 11.2019
Customer Service Representative
Elizade Nigeria Limited
01.2016 - 02.2018
Bachelor of Arts - English
Tai Solarin University College Of Education