Customer Relations Specialist with 11+ Years Experience

Nora Karen Ezeako

832-***-**** • ***********@*****.*** • Houston, TX

Summary

Dedicated Remote Customer Support Associate with 11+ years of experience in high-volume customer experience environments. Proven expertise in providing administrative support, managing record keeping, and enhancing client relations across diverse sectors. Skilled in utilizing CRM software and ticketing systems to resolve inquiries through email support, chat support, and phone support to ensure maximum customer satisfaction.

Work Experience

Customer Service Representative November 2024 – January 2026 HARRIS COUNTY TOLL ROAD AUTHORITY, HOUSTON TX

Resolved high volumes of client inquiries via phone support and chat support regarding toll accounts, violations, and payment processing.

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Assisted customers with EZ TAG registration and account updates while providing administrative support for billing concerns.

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Maintained 99% accuracy in record keeping and data entry within specialized CRM software to track customer interactions.

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Collaborated with senior leadership to identify and escalate complex customer issues for prompt resolution using internal ticketing systems.

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Call Center Customer Service Representative June 2024 – November 2024 RECONMR, HOUSTON TX

Provided professional phone support for healthcare provider services, handling over 50 calls per shift to ensure high customer satisfaction.

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Identified customer concerns and delivered clear information on benefits, improving the overall customer experience.

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Maintained detailed documentation of call outcomes and managed administrative support tasks to keep call center records organized.

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Assisted with scheduling and administrative record keeping to streamline remote operations within the call center team.

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Personal Care Assistant December 2023 – July 2024

AXCESS HOME CARE, HOUSTON TX

Provided direct client support and administrative assistance to elderly clients, ensuring all daily living needs were met.

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Maintained meticulous record keeping regarding health changes and collaborated with care teams for necessary medical scheduling.

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Identified safety concerns and maintained detailed care documentation to ensure a seamless customer experience for families.

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Assisted with coordination of home-based activities, leveraging strong client relations skills to provide emotional and physical support.

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Property Consultant July 2017 – June 2023

WORLD TRADE CENTER, ABUJA NIGERIA

Maintained long-term client relations through professional consultation on property purchases and high-value investments.

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• Provided in-depth market research and conducted data entry for property listings and client databases. Collaborated with legal and financial teams to manage complex documentation processes and property transaction scheduling.

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Identified emerging market trends to assist clients in strategic property acquisition, improving overall portfolio satisfaction.

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Sales & Marketing Manager July 2013 – June 2017

ZENITH BANK PLC, ABUJA NIGERIA

Maintained and grew client relations through the promotion of financial products, consistently exceeding sales targets by 15% annually.

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• Provided detailed weekly performance reports and managed administrative support for the regional sales team. Collaborated with the marketing department to identify new lead generation opportunities and enhance the customer experience.

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Maintained accurate record keeping of customer accounts and financial transactions within internal banking systems.

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Education

B.Sc. in Computer Science 2005 – 2010

IMO STATE UNIVERSITY, NIGERIA

Additional Skills

Customer Support Channels: Email support, Chat support, Phone support, Call center operations Administrative & Operations: Administrative support, Record keeping, Scheduling, Data entry, Remote operations

Technology & Software: CRM software, Ticketing systems, Microsoft Word, Microsoft Excel Client Relations & Strategy: Customer experience, Client relations, Conflict Resolution, Problem Solving, Payment Processing

Certifications

• Clinical Medical Assistant (CMA) - Stepful / NHA

• Certified Nursing Assistant (CNA)

• Adult First Aid / CPR / AED - American Red Cross

• Abuse, Negligence & Exploitation Training (ANE)

• International Project Management Certification - IPPM

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