About
Empathetic and emotionally intelligent professional with over 3 years of experience in high-volume customer support, adept at fostering trust and guiding individuals through sensitive discussions. Proven ability to create safe, supportive spaces and provide respectful advice across diverse communication channels. Committed to leveraging exceptional interpersonal skills and discretion to facilitate positive outcomes in personal and relationship contexts.
Work
Remote, USA, US
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Summary
Provided critical customer support and lead qualification for an insurance supermarket, leveraging deep product knowledge to enhance client satisfaction and drive sales.
Highlights
Engaged with 50+ clients daily, adeptly gathering personal information and understanding complex needs to match them with optimal solutions, demonstrating strong active listening.
Navigated sensitive customer objections and clearly articulated benefits, resulting in a 20% increase in successful policy conversions by building rapport and trust.
Analyzed and reported on key customer behavior trends, providing actionable insights that informed process improvements and enhanced overall client experience.
Managed high-volume outbound calls, consistently exceeding daily quotas by 10% while maintaining high levels of customer engagement and empathetic communication.
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 by providing immediate, empathetic support.
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, demonstrating strong organizational and communication skills.
Leveraged CRM tools (Zoho, HubSpot) to meticulously track customer interactions and escalate feedback, contributing to a 10% improvement in service optimization strategies and client satisfaction.
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, showcasing strong multi-channel communication skills.
Investigated and resolved complex customer complaints, billing discrepancies, and service interruptions, reducing resolution time by 15% through effective cross-functional collaboration and problem-solving.
Utilized Zendesk for efficient customer ticketing and Google Workspace for workflow tracking, improving ticket resolution efficiency by 20% and ensuring comprehensive client support.
Languages
English
Skills
Communication & Interpersonal Skills
Active Listening, Empathy, Sensitive Communication, Conflict Resolution, Building Rapport, Client Engagement, Trust Building, Discretion, Verbal Communication, Written Communication, Video Communication.
Client Support & Coaching
Customer Satisfaction, Problem Solving, Inquiry Resolution, Client Retention, Service Optimization, Needs Assessment, Guidance, Coaching Principles, Creating Safe Spaces.
Technical Proficiency
CRM Software, HubSpot, Zoho, Zendesk, Google Workspace, Data Analysis, Reporting.
Professional Attributes
Time Management, Self-Motivation, Flexibility, Remote Work, Reliability, Results-Oriented, Proactive Problem Solving, Emotional Intelligence.