MIRIAM AKINSOWON
Summary
Customer Service Specialist with 3+ years of experience in the Tech SaaS industry, with a proven track record of enhancing customer satisfaction and improving retention rates. A skilled communicator and leader with hands-on experience managing cross-functional projects. Expertise in delivering support, improving processes, and driving customer-centric solutions. Passionate about helping customers succeed and excited about leveraging my time management and support skills to excel in a customer service role.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
ClickFunnels Inc
03.2021 - Current
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Managed approximately 30 incoming chats, emails and tickets per day from customers.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
Business Development Officer
EB Complete Solutions Ltd
02.2018 - 02.2021
- Strategized with sales team to prospect and qualify potential customers within assigned geographic territories.
- Delivered campaigns to solidify new client opportunities and generate new business.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Built relationships with colleagues to facilitate teamwork, cooperation and success.
- Met with customers to discuss and ascertain needs, tailor solutions, and close deals.
- Maintained relevance and fluency on company offerings and industry trends.
- Increased sales by 20% with strengthened key client relationships and by upselling, providing exceptional support and maintaining regular communication.
Inventory Control Manager
Partner Mobile
01.2017 - 01.2018
- Achieved significant reductions in obsolete stock by establishing robust inventory disposition process.
- Managed a team of inventory specialists, providing training, guidance, and support to ensure optimal performance and adherence to company policies.
- Cross-referenced invoices and supplies for reporting accuracy.
- Developed accurate forecasting models to anticipate future inventory needs, optimizing purchasing decisions and minimizing stockouts.
- Enhanced overall efficiency of the inventory control process by updating software systems and streamlining workflow procedures.
- Reduced stock discrepancies through meticulous record-keeping and consistent communication with relevant departments.
- Conducted regular audits to identify and correct potential inventory issues before they escalated.
- Optimized warehouse layout for efficient storage and retrieval of items, reducing time spent on locating products during order fulfillment processes.
- Maintained high level of safety within warehouse environment by enforcing strict adherence to established guidelines and conducting routine inspections for compliance purposes.
- Collaborated with cross-functional teams to address any issues or challenges related to inventory control, fostering a culture of continuous improvement within the organization.
Client Service Associate
Social Marketing Communications Ltd
11.2015 - 12.2016
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Coordinated with internal teams to ensure seamless execution of client requests, resulting in improved operational efficiency.
- Actively participated in team meetings and initiatives focused on continuous improvement across various areas of the business.
- Supported the implementation of new technology platforms aimed at enhancing overall customer experience levels within the organization.
- Contributed to the development of marketing materials targeted at promoting our company''s products and services more effectively among existing and prospective clientele groups.
- Enhanced client satisfaction by effectively addressing and resolving inquiries in a timely manner.
- Collaborated with sales teams to onboard new clients, providing a smooth transition experience for all parties involved.
- Developed customized reports for clients that highlighted key performance indicators and facilitated informed decision-making processes.
- Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
- Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
Education
Master of Science - Supply Chain Management, Procuerment & Logistics
University of Salford
United Kingdom11.2023
Bachelor of Science - Economics And Statistics
University of Benin
Nigeria07.2013
Skills
- Complaint resolution
- Ticket management
- Customer Response
- CRM
- Active Listening
- Emotional Intelligence
- Payment Processing
- Live chat support
- Customer Service
- Customer Support Tools: ZenDesk, FreshDesk
- Communication Tools: Slack, Zoom, Microsoft Teams
- SaaS CRM: ClickFunnels
Reading, Meeting people, Music, Investigative crime shows
I love reading especially books relating to best selling crime novels. I am also interested in books that teaches best investment practices.
Timeline
Customer Support Specialist
ClickFunnels Inc
03.2021 - Current
Business Development Officer
EB Complete Solutions Ltd
02.2018 - 02.2021
Inventory Control Manager
Partner Mobile
01.2017 - 01.2018
Client Service Associate
Social Marketing Communications Ltd
11.2015 - 12.2016
Master of Science - Supply Chain Management, Procuerment & Logistics
University of Salford
Bachelor of Science - Economics And Statistics
University of Benin
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