About
Highly accomplished Customer Operations professional with 4+ years of experience in customer service, administrative support, and team leadership, consistently driving measurable results in dynamic environments. Proven ability to resolve complex customer issues, manage high-volume communications across diverse platforms (Zendesk, Salesforce, Intercom), and optimize processes to enhance customer satisfaction and operational efficiency. Recognized for strong capabilities in recruitment, training, and exceeding performance targets in sales and support metrics.
Work
SYNERGY HOMECARE OF CLIFTON SECAUCUS.
|Customer Operations Coordinator
Remote, USA, US
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Summary
Coordinated customer operations, managed caregiver staffing, and streamlined administrative processes to ensure efficient service delivery and client satisfaction.
Highlights
Managed full-cycle recruitment, interviewing, and onboarding of caregivers, ensuring optimal talent-client matching for enhanced service delivery.
Handled high volumes of inbound and outbound calls, efficiently resolving client requests and assigning staffing cases to maintain seamless operations.
Developed and delivered caregiver orientations and training sessions, improving compliance and performance standards.
Streamlined administrative processes, including accurate record-keeping and scheduling, to significantly improve staffing efficiency and operational flow.
GIFTCARD8
|Customer Support - Live Chat Agents and Telemarketer Team Lead
Remote, China, China
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Summary
Led customer support and telemarketing teams, managing high-volume interactions and implementing strategic initiatives to enhance customer experience and retention.
Highlights
Managed high-volume live chat interactions, assisting up to 200 customers daily with inquiries, troubleshooting, and problem resolution.
Achieved 'Top Performer' status for five consecutive quarters, leading to a promotion as Team Lead within a high-volume support environment.
Trained and mentored a team of new hires, boosting their performance by 25% within three months.
Led a telemarketing team to re-engage former customers, significantly increasing customer retention and satisfaction.
Strategically transitioned customers to WhatsApp, enhancing user experience and boosting chat engagement rates.
Medicare/Obamacare
|Enrollment Specialist
Remote, USA, US
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Summary
Conducted high-volume outbound calls to educate potential clients on healthcare plans, qualify leads, and achieve significant enrollment conversion rates.
Highlights
Conducted 700+ outbound calls daily to educate potential clients on Medicare/Obamacare plans and address specific healthcare needs.
Identified and qualified leads, ensuring strict eligibility compliance prior to enrollment.
Achieved a 15% conversion rate for Medicare/Obamacare enrollments, consistently surpassing team averages.
Successfully resolved customer objections, converting 80% of leads with initial reservations into enrollments.
Auto Insurance
|Customer Service Representative
Remote, USA, US
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Summary
Provided exceptional inbound and outbound customer support for auto insurance, driving client enrollments and maintaining high satisfaction and resolution rates.
Highlights
Proactively conducted outbound calls to promote auto insurance policies, upgrades, and cross-selling opportunities, fostering client trust.
Consistently ranked as a top performer, driving a 20% increase in client enrollments through effective upselling and engagement strategies.
Delivered exceptional inbound customer support, efficiently resolving inquiries, claims, and renewals with professionalism.
Maintained a 98% customer satisfaction score and achieved a 90% first-contact resolution rate through personalized and prompt solutions.
Education
University of Benin
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BSc. (Edu)
Biology and Education
Grade: Second Class Upper Division
Certificates
Certified Customer Success Management
Issued By
Great Learning Academy
Skills
Customer Relationship Management
CRM, Zendesk, Salesforce, Intercom, Customer Service, Client Relations, Customer Engagement.
Operations & Process Improvement
Administrative Support, Process Streamlining, Operational Efficiency, Scheduling, Record Keeping, Adaptability.
Team Leadership & Development
Team Leadership, Collaboration, Training & Development, Performance Coaching, Mentoring, New Hire Onboarding, Recruitment.
Problem Solving & Escalation
Problem Resolution, Conflict Resolution, Escalation Management, Troubleshooting, First-Contact Resolution.
Communication & Sales
Inbound/Outbound Calls, Live Chat Support, Telemarketing, Client Communication, Upselling, Cross-selling, Lead Generation, Objection Handling, Customer Retention.
Product Knowledge & Compliance
Product Knowledge, Service Knowledge, Compliance, Healthcare Plans (Medicare/Obamacare), Auto Insurance Policies.
Software Proficiency
Google Workspace, Zendesk, Salesforce, Intercom.