Dianah Silima Lourine

Deliver frontline customer support for courier operations, ensuring smooth service delivery and high customer satisfaction.

• Assisted customers with inquiries and order tracking, enhancing overall service experience.
• Resolved customer complaints promptly, ensuring satisfaction and retention.
• Respond to 60+ daily inquiries via phone, email, and in person, ensuring timely resolution and a high satisfaction rate.
• Coordinate order processing, dispatch, and delivery tracking, improving turnaround time.
• Maintain accurate customer data in CRM, enhancing follow-up efficiency and reducing errors.
• Collaborate with operations team to address service bottlenecks, reducing complaints and increasing repeat customers.

Handled customer orders and complaints while supporting dispatch operations.

• Utilized CRM systems to manage customer interactions and follow-ups efficiently.
• Consistently achieved high passenger satisfaction scores by delivering exceptional customer service.
• Enhanced member retention through personalized engagement and excellent customer service.
• Trained new staff on customer service best practices and operational procedures.
• Addressed customer inquiries and complaints, ensuring resolution in line with company standards.
• Processed and tracked orders, coordinating with warehouse teams for timely dispatch.

Supported an e-commerce brand with customer engagement, order management, and digital operations.

• Managed customer orders, inventory updates, and digital records to streamline sales processes.
• Handled email correspondence and live chat support, ensuring a seamless shopping experience.
• Managed executive calendars, scheduling appointments and coordinating travel arrangements efficiently.
• Developed and maintained filing systems to ensure easy access to important documents and information.

Provided virtual admin and customer support to a health products business.

• Assisted with product order tracking, customer queries, and social media inbox management.
• Prepared reports and organized digital files to support business operations.
• Assisted in preparing reports and presentations, ensuring accuracy and adherence to deadlines.
• Responded to client inquiries promptly, enhancing customer satisfaction and engagement.
• Developed standard operating procedures for routine tasks, promoting consistency across operations.
• Managed scheduling and calendar coordination for team members to optimize workflow efficiency.

Offered administrative and client support services to a healthcare-focused business.

• Provided remote administrative support including order management, scheduling, and client communication.
• Implemented organizational systems for digital files, improving accessibility and retrieval time.
• Coordinated virtual meetings and events, facilitating collaboration among team members and stakeholders.
• Followed up with potential clients, improving engagement and conversions.

Managed front office operations and promoted translation services to potential clients.

• Managed front desk operations, greeting clients and directing inquiries efficiently.
• Maintained accurate records of client interactions and transactions in database systems.
• Created awareness campaigns for the company’s services, increasing walk-in inquiries.
• Coordinated appointment scheduling, ensuring optimal use of resources and time management.