Mary

Mary Onyeka
Telegram- @Maryy_200 ǀ Email: [open contact info](look above in the "contact info" section)

SUMMARY
Results-oriented Customer Service Specialist and Administrator with seven years of progressive experience. Consistently
recognized for outstanding performance, winning the Best-Performing Employee award for three consecutive months due to
high customer retention and satisfaction rates. Successfully managed over 8,000 customer inquiries annually, achieving an
85%+ conversion rate and ensuring timely resolution of issues.

SKILLS

• CRM Systems: Slack, RingCentral, • Proficiency in MS Office- MS • Client assessment and
Zendesk Word, Excel, PowerPoint. analysis.
• Customer Success & Relationship • Data entry and analysis • Team Leadership & Staff
Management • Project management & Process Training

• Strong Verbal and Written improvement • Problem-Solving &
Troubleshooting
Communication Skills

EXPERIENCE
Customer Success Manager
Repair Porter – Brooklyn New York Dec 2022 – Present
 Revived business performance by analyzing customer and staff feedback, implementing new processes that
increased bookings by 20%
 Managed over 40 daily customer interactions using ring central and the company’s CRM platform, consistently
converting 85% of inquiries into successful appointments by delivering personalized solutions.
 Developed customer onboarding processes, using Slack for internal communication with teams, ensuring faster
customer adoption and improved platform engagement.
 Developed and trained a team to optimize service quality, reducing response times and enhancing customer
satisfaction.
 Successfully turned around negative experiences by resolving issues and earning positive client reviews.
 Built strong relationships with customers, helping 30% of them return for future services by providing excellent and
proactive support.
 Led customer support operations, providing real-time assistance through multiple channels (chat, phone, and
email).
 Worked closely with other teams to make sure customer problems were solved quickly, and their feedback helped
improve the platform.

Customer Support & Logistics Manager
Auto Moto Deals LLC - Florida, USA Aug 2021 – Sept 2022
 Spearheaded logistics and support processes, ensuring timely delivery for over 7 vehicles daily, which improved
service reliability by 25%.
 Established strong customer communication protocols, resulting in a 30% increase in service bookings and a
significant reduction in customer complaints.
 Improved delivery times by finding and fixing the causes of delays.
 Collaborated with sales, logistics, and customer support teams to streamline processes and boost customer
satisfaction.
 Introduced new operational strategies that enhanced team efficiency and led to faster resolution of customer issues.
Customer Support Specialist
Specialty life insurance - Ontario, Canada May 2020 – June 2021

 Managed over 30 daily customer inquiries using Zendesk to ensure smooth ticket handling and timely support,
matching clients to suitable insurance products.
 Streamlined appointment booking processes, improving the efficiency of client management and increasing sales
team productivity.
 Maintained high customer satisfaction by solving their problems quickly and making sure they were happy with
the service.
 Collaborated closely with the sales department to improve client qualification processes and boost insurance
policy conversions.

Virtual Assistant Jan 2019 - March 2020
Experian Travels – Kyiv, Ukraine
 Managed executive calendars and organized meetings, improving productivity.
 Coordinated travel arrangements, ensuring seamless itineraries.
 Planned corporate events, enhancing team engagement.
 Reminded executives of deadlines, improving time management.
 Prepared reports and presentations, aiding decision-making.
 Maintained organized databases and filing systems.

Freight Agent Feb 2018 - Jan 2019
Pro Movers – Vinnytsia, Ukraine
 Coordinated the logistics of freight shipments, ensuring timely and efficient delivery of goods.
 Communicated with carriers to arrange pickup and delivery, enhancing customer satisfaction through effective
service.
 Tracked shipments in real-time, providing clients with regular updates and resolving any issues promptly.
 Prepared reports and correspondence for effective communication.
 Collaborated with internal teams to streamline logistics processes, increasing operational efficiency.

EDUCATION

Vinnytsia National Memorial Medical University Ukraine

Doctor of Medicine: Medicine and Surgery 2023