FLORENCE JOSEPH
Customer Service Specialist
Rivers, NG.About
Results-oriented Customer Service Specialist with over 3 years of experience, adept at enhancing customer satisfaction and streamlining service operations across diverse communication channels. Proven ability to resolve complex inquiries, manage high call volumes, and leverage CRM tools to optimize service delivery and improve client retention. Committed to achieving measurable outcomes, consistently exceeding performance metrics, and contributing to team success in dynamic remote and on-site environments.
Work
Remote, USA, US
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Summary
Provided essential customer support and lead qualification for an insurance supermarket, driving sales and enhancing client satisfaction through expert product knowledge.
Highlights
Qualified an average of 50+ leads daily by meticulously gathering client information, successfully matching them with optimal insurance products.
Addressed complex customer objections and clearly articulated product benefits, leading to a 20% increase in successful policy conversions.
Analyzed and reported key customer behavior trends and emerging issues, providing actionable insights that informed internal process improvements.
Managed high-volume outbound calls, consistently exceeding daily quotas by 10% while maintaining high customer engagement.
Remote, USA, US
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Summary
Managed comprehensive virtual assistance for a real estate firm, enhancing client engagement and operational efficiency through expert communication and administrative support.
Highlights
Managed high-volume inbound and outbound customer calls, consistently resolving inquiries with a 95%+ first-call resolution rate.
Delivered real-time support across chat and email, consistently meeting SLA targets and improving client conversion by 15% through effective lead qualification and appointment scheduling.
Leveraged CRM tools (Zoho, HubSpot) to meticulously track customer interactions and escalate feedback, contributing to a 10% improvement in service optimization strategies.
Remote, Nigeria, Nigeria
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Summary
Delivered comprehensive customer service for Dasodac Global Services, efficiently resolving inquiries and optimizing service quality through proactive problem-solving.
Highlights
Managed 100+ daily customer inquiries across email, phone, and direct channels, resolving complaints and processing orders with 98% accuracy.
Investigated and resolved complex customer complaints, billing discrepancies, and service interruptions, reducing resolution time by 15% through cross-functional collaboration.
Utilized Zendesk for efficient customer ticketing and Google Workspace for workflow tracking, improving ticket resolution efficiency by 20%.
Analyzed and resolved critical system and operational issues, leading to a 5% improvement in overall service quality and customer satisfaction.
Skills
Customer Service & Support
Objection Handling, Customer Service, Customer Follow-Up, Complaint Resolution, Inquiry Management, Client Retention, Customer Satisfaction, Real-time Support.
CRM & Tools
HubSpot, Zoho, Zendesk, Microsoft Office Suite, Slack, Zoom, Google Sheets, Google Workspace, Customer Ticketing, Workflow Tracking.
Communication
Verbal Communication, Written Communication, Active Listening, Empathy, Clarity, Email Management, Online Chat.
Operations & Analytics
Lead Qualification, Appointment Scheduling, Data Tracking, Trend Analysis, Problem Solving, Critical Thinking, Process Improvement, Service Optimization, Performance Metrics.
Organizational & Administrative
Time Management, Task Prioritization, Administrative Support, Remote Work.
Interests
Professional Development
Customer Service, Administrative Support, Email Management.