Odion Mary Ayere-Davies
McDonough
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
27
27
years of professional experience
25
25
years of post-secondary education
Work History
Customer Service Manager
Pearl Vision
Atlanta
06.2020 - Current
- Managed customer inquiries and resolved issues effectively.
- Trained and mentored staff on customer service best practices.
- Assisted customers by phone, emails, and in person with concerns.
- Resolved customers issues promptly while maintaining a high level of satisfaction.
- Processed orders, returns, exchanges, and payments accurately.
- Maintained detailed records of customer interactions and transactions
- Collaborated with team members to improve efficiency
- Developed and implemented strategies to enhance customer satisfaction.
- Analyzed customer feedback to identify areas for improvement.
- Conducted performance evaluations for customer service representatives.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Evaluated employee job performance and motivated staff to improve productivity.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Public Relations Coordinator
Port Authority of Abuja FCT
Azusa
06.2001 - 06.2009
- Coordinated media outreach efforts for public events and initiatives.
- Developed press releases and promotional materials for community engagement.
- Managed social media accounts to enhance public visibility and communication.
- Collaborated with local organizations to promote Port Authority initiatives.
- Conducted research on industry trends to inform communication strategies.
- Maintained media contact lists and updated communication databases regularly.
- Organized interviews for executives with television networks or radio stations.
- Updated website pages regularly with fresh content related to upcoming events or promotions.
- Identified customer needs through market research and analysis and developed forward-thinking strategies.
- Assisted in developing communications plans for major projects or initiatives within the organization.
- Cultivated relationships with local businesses in order to gain publicity through joint ventures or sponsorships.
- Worked with management to identify trends and developments that might influence PR decisions and strategies.
- Managed all media, press and public relations issues.
- Organized public appearances, lectures, contests and exhibits to increase product awareness.
- Coached client representatives on effective communication with public and employees.
- Managed editorial content, design and distribution of external company newsletter.
- Evaluated and managed new strategic business opportunities.
- Established long-range objectives and developed innovative strategies to help achieve objectives.
- Conferred with production, graphic design and web-design personnel to coordinate production of corporate communications materials.
- Generated operating capital for agency by planning and coordinating fundraisers, writing grant proposals, and securing volunteer investments.
- Promoted events on social media and in press, resulting in increase in ticket sales.
- Cultivated positive relationships with community members through public relations campaigns.
- Managed the creation of marketing materials such as brochures, newsletters, videos, website content, and social media posts.
- Collaborated with other departments within the organization on branding initiatives.
- Planned, coordinated, and executed special events such as product launches, press conferences, and media tours.
Customer Support Specialist
Setraco Group
Atlanta
08.1999 - 12.2001
- Assisted clients with technical issues and product inquiries.
- Collaborated with teams to resolve customer complaints efficiently.
- Documented customer interactions in support ticketing system.
- Maintained knowledge of company products and services for accurate support.
- Conducted follow-ups with customers to ensure satisfaction with solutions.
- Participated in team meetings to improve service delivery processes.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Recorded all customer interactions into the database system accurately and completely.
- Created detailed reports on customer feedback for management review.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Assisted customers with product installation, troubleshooting, and usage questions.
Education
Real Estate Agent - Real Estate Classes
Metro Brokers Better Home Real Estate
Stockbridge , GA 05.2025 - 09.2025
Associate of Arts - Fashion Design
American InterContinental University
London, UK 10.2004 - 06.2025
Diploma In Public Relations - Public Relations
Open University Abuja
Abuja, WA 03.2002 - 06.2003
Bachelor of Science - Philosophy
Ambrose Ali State University
Ekpoma , WA 09.1994 - 05.1997
Skills
- Customer service
- Team leadership
- Issue resolution
- Performance evaluation
Affiliations
- Traveling, Fashion Designer, Photography
References
References available upon request.
Timeline
Real Estate Agent - Real Estate Classes
Metro Brokers Better Home Real Estate
05.2025 - 09.2025
Customer Service Manager
Pearl Vision
06.2020 - Current
Associate of Arts - Fashion Design
American InterContinental University
10.2004 - 06.2025
Diploma In Public Relations - Public Relations
Open University Abuja
03.2002 - 06.2003
Public Relations Coordinator
Port Authority of Abuja FCT
06.2001 - 06.2009
Customer Support Specialist
Setraco Group
08.1999 - 12.2001
Bachelor of Science - Philosophy
Ambrose Ali State University
09.1994 - 05.1997