Lauren Ibeh
Summary
Qualified clients and customer service specialist with extensive background in advanced management processes. Utilizes superior communication skills to build meaningful, trusting relationships that exceed client demands. Highly skilled project manager with outstanding team leadership abilities to meet targets consistently.
Overview
10
10
years of professional experience
Work History
Customer Care & Technical Support Representative
AT&T
02.2024 - Current
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
English Instructor
Eveil Bilingue and Speakid
03.2023 - 01.2024
- Company Overview: Language Instruction
- Designed and delivered engaging English lessons tailored to a diverse student body, enhancing language acquisition
- Promoted language acquisition through immersive experiences, including language labs and real-world practice scenarios
- Facilitated interactive learning through group activities, discussions, and presentations, fostering a collaborative classroom environment.
- Used effective teaching techniques and learning strategies in translating lesson plans into productive student learning experiences.
Customer Success Manager
Nowsite
08.2022 - 01.2023
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Built and maintained strong relationships with new and existing clients by supporting them to optimize and maximize the use of the company platform via multiple communication channels.
- Provided high quality and timely responses to inbound and outbound phone calls and to customer inquiries via emails, calls and other platform of communication
- Handled tickets from clients regarding all questions and queries related to our platform, products and services
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Account Manager/ Client Services Team(Internship)
Transperfect
04.2022 - 07.2022
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Collaborated with the Production team to assess the scope of work and produce cost and timeline estimates for client
- Assisted in ensuring the production of high-level quality deliverables and QA final files
- Complied with internal regulations and process in line with ISO standards
- Performed administrative, back office related tasks such as billing reports and invoices, created KPIs and client presentations
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Customer Service Representative
Toutici
03.2019 - 09.2021
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Created and maintained detailed database to develop promotional sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Logistics and Operations Staff
Independent National Electoral Commission
11.2017 - 02.2019
- Received and monitored deliveries and product inventories to ensure correct delivery of materials.
- Maintained accurate inventory databases, ensured stock accuracy, and reconciliations.
- Improved delivery processes, tracked shipments, and resolved logistic issues.
- Negotiated supplier contracts, transportation rates, and presented detailed reports on the logistics process/proper distribution of stock.
- Utilized logistics IT, managed records, invoices, and fixed shipping errors.
- Oversaw the procurement, verification, assembling and distribution of sensitive materials.
- Performed ad-hoc administrative duties.
- Adhered to instruction on the appropriate procedures for handling sensitive materials.
Customer Service Representative (Alternance)
Motojoy
01.2016 - 12.2016
- Handled customer communication and responded to commercial inquiries on company products
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Partnered with Sales to manage customer success metrics and expectations.
Administrative Assistant (Internship)
EazyKlick Limited
05.2015 - 09.2015
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Worked collaboratively with internal stakeholders such as operations, back-office, and procurement to streamline processes and enhance cross-functional communication
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
Master of Science - European Languages And International Business
University of Orleans
France 08-2022
Bachelor degree - B.Sc. Political Science and International Relations
Crawford University
Nigeria07-2017
West Africa Certificate - Social Sciences
Norwood Secondary School
08-2012
Skills
- MS Suite
- CRM
- Sales Force
- SaaS
- Web Development
- Data Analytics
- Product Management
- Presales, Sales and After-sales skills
- Customer and Client service expert
- Relationship management
- Account Management
- Excellent oral and written communication
- Problem-solving skills
- Empathy
- Active listening
- Technical issues analysis
Hobbies and Interests
- Travelling
- Fashion designer and stylist
- Tennis, Running and Cycling
- Reading and Researching
Languages
English
Native language
French
Intermediate
B1
Spanish
Elementary
A2
Dutch
Beginner
A1
Timeline
Customer Care & Technical Support Representative
AT&T
02.2024 - Current
English Instructor
Eveil Bilingue and Speakid
03.2023 - 01.2024
Customer Success Manager
Nowsite
08.2022 - 01.2023
Account Manager/ Client Services Team(Internship)
Transperfect
04.2022 - 07.2022
Customer Service Representative
Toutici
03.2019 - 09.2021
Logistics and Operations Staff
Independent National Electoral Commission
11.2017 - 02.2019
Customer Service Representative (Alternance)
Motojoy
01.2016 - 12.2016
Administrative Assistant (Internship)
EazyKlick Limited
05.2015 - 09.2015
Master of Science - European Languages And International Business
University of Orleans
Bachelor degree - B.Sc. Political Science and International Relations
Crawford University
West Africa Certificate - Social Sciences
Norwood Secondary School
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