DEBRA ONIMI ORISAREMI

SALESFORCE ADMINISTRATOR AND CUSTOMER SUCCESS SPECIALIST

ad2n0c@r.postjobfree.com https://www.linkedin.com/in/debra-orisaremi-7a82a1245/

Lagos, Lagos State, Nigeria +234**********, +234**********

PROFESSIONAL PROFILE

Enthusiastic and detail-oriented Customer Success Specialist with extensive experience in both inbound and outbound call center operations. Proficient in leveraging Salesforce.com and various CRM tools to enhance customer experiences and drive business growth. Skilled in managing customer interactions, data migration, and ensuring customer satisfaction through effective problem-solving and relationship building.

Softwares: MS Office (MS Excel, MS Word, MS PowerPoint), Google Suite, Service Cloud, Sales Cloud, Marketing Cloud, CPQ, Apex, Data Migration, User Authentication, Avaya, Jira, Shopify, Acquity, Mailchip, Klaviyo, Slack, Hubspot, Discord.

PROFESSIONAL CERTIFICATIONS

•Certified Service Cloud Consultant August, 2023

•Certified Salesforce Administrator (ADM201) Dec, 2022

•Certified Customer Service Executive, Ison Experiences, Ibadan, Nigeria June, 2021

•Certified Security Network Specialist, International Cyber Security Institute (ICSI), UK March, 2020

WORK EXPERIENCE

CUSTOMER SERVICE EXECUTIVE (Remote)

TAMEN ONLINE SERVICES LLC, CHICAGO, USA 05/2023 - Present

• Enhanced client meeting schedules using Acuity, achieving a 25% boost in engagement and a 20% increase in resolved claims.

• Facilitate CEO-client meetings, resulting in a 15% growth in successful contract negotiations and stronger business partnerships.

• Ensure seamless management of travel arrangements and hotel bookings for clients and executives, ensuring smooth logistics for important business negotiations.

• Coordinate effectively with clients for timely updates on order placements and claim statuses, boosting transparency and customer satisfaction.

• Leverage Acuity for strategic resource and time management, aligning client interactions with company's operational goals and priorities.

• Coordinate with suppliers and shipping partners to ensure timely delivery of products and resolve any issues that may

arise.

VIRTUAL ASSISTANT/CUSTOMER SERVICE EXECUTIVE (E-Commerce, Grant Writing, Video Editing) (Remote)

The Promack Solution, South Carolina, USA 03/2022 – 11/2023

•Provide administrative and customer support for e-commerce business specializing in pharmaceuticals and bags.

•Utilize Shopify, Amazon Seller Central, and other software applications to manage and optimize sales and marketing campaign.

•Manage product listings, inventory, and order fulfillment using Amazon.

•Coordinate with suppliers and shipping partners to ensure timely delivery of products and resolve any issues that may arise.

•Created custom travel itineraries for grant sponsors, collaborating with suppliers to tailor each journey to individual preferences and needs.

•Skilled in teamwork and status tracking, ensuring seamless collaboration and timely project completion through effective communication and CRM tools.

•Successfully secured funding for multiple projects through compelling grant proposals, demonstrating a high success rate in grant acquisition.

•Excelled in collaboratively analyzing and solving complex customer issues, enhancing problem resolution efficiency and customer satisfaction.

•Spearheaded business growth with entrepreneurial strategies and collaborative project management.

•Skillfully edited promotional and informational videos, significantly increasing online engagement and viewer retention for company’s digital platforms like Facebook, Youtube, Instagram, Twitter.

SALESFORCE ADMINISTRATOR /CUSTOMER SUCCESS SPECIALIST

Ison Experiences (Call Centre Company) Ibadan, NG 08/2020 to 12/2021

•Successfully integrated Salesforce into the call center, boosting operational efficiency by 30% and customer data accuracy.

•Managed over 100 daily inbound and outbound calls, maintaining a 70% customer satisfaction rate and reducing average call resolution time by 25%.

•Developed and implemented customer service strategies that increased customer retention by 20% and reduced churn.

•Provided comprehensive Salesforce training to new staff, increasing overall team productivity by 10%.

•Educated customers on offerings and upsold products and services to increase revenue.

•Led a project to revamp the customer feedback system, resulting in a 20% increase in actionable customer insights.

•Processed customer order, quote and return transactions and offered additional products and services.

Specialized in solution-oriented analysis, anticipating customer needs and implementing strategic solutions that boosted customer retention and loyalty.

SECRETARY/FIELD STAFF, MARKETER

Yalmar Ventures - Subsidiary of Glo Company Abuja, Nigeria 01/2019 to 12/2019

•Responded to emails and other correspondence to facilitate communication and enhance business processes.

•Answered multi-line phone system and greeted over 30 callers enthusiastically.

•Produced accurate office files, updated spreadsheets and crafted presentations to support executives and led to 20% team productivity.

•Completed accurate daily report documents, memos and invoices.

•Recorded daily financial transactions and handled payments of accounts.

•Monitored premises, screened visitors, updated logs and issued passes to maintain security.

•Maintained office supplies inventory by checking stock and ordering new supplies.

•Recorded expenses and maintained accounting records.

•Scheduled appointments and conducted follow-up calls to clients.

•Created and updated physical records and digital files to maintain current, accurate and compliant documentation.

NATIONAL YOUTH SERVICE CORPS (NYSC) 07/2016 – 06/2017 Computer Science Teacher

Christ Redeemer’s International Secondary School, (CRISSA) Akure, Nigeria

•Designed computer science instructional programs for over 60 students.

•Planned, scheduled and implement school-based computer educational programs.

•Planned and provided in-house training for 7 students.

•Maintained, managed and organized all computer instructional materials.

•Provided hands-on training to 40 students on computer applications.

•Interacted with students, parents and communities regularly.

•Ensured students achieved their objectives and goals.

INTERN CUSTOMER SERVICE OFFICER 01/2012 to 12/2012

United Bank for Africa, UBA Ibadan, Nigeria

•Registered and processed 25 to 35 customers' ATM cards and check books.

•Checked and balanced accounts for over 30 customers daily.

•Provided necessary assistance in formatting and software upload of program of ATM.

•Actively listened to customers' requests, confirming full understanding before addressing concerns.

•Quickly learned new skills and applied them to daily tasks, leading to 25% increase in efficiency and productivity.

•Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

•Used Microsoft Word and other software tools to create documents and other communications.

•Monitored company inventory to keep stock levels and databases updated.

•Demonstrated exceptional technical skills and time management, effectively handling multiple customer inquiries and technical tasks simultaneously.

KEY SKILLS

•Salesforce.com Expertise (Service Cloud, Sales Cloud)

•CRM Management and Database Administration

•Effective Communication and Customer Engagement

•Problem-Solving and Critical Thinking

•Team Building and Leadership

•Project Lifecycle Management

•Proficient in rapid and accurate typing.

EDUCATION

•BSc COMPUTER SCIENCE

University of Ibadan, Ibadan 05/2015

•WEST AFRICA EXAMNATION COUNCIL(WAEC)

Buntina Secondary School Igarra, Edo State 11/2006

•SCHOOL LEAVING CERTIFICATE

Gloryland Group of Schools, Igarra, Edo State 08/2000

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