Angela Vijay

ANGELA VIJAY Customer Service Representative Email:-|| Phone: - PROFESSIONAL SUMMARY Motivated and customer-focused professional with over two years of experience in cold calling and providing chat, phone, and email support. Proven expertise in lead generation, building strong client relationships, and driving sales to fuel business growth. Eager to utilize my exceptional communication and sales skills to contribute to team success and organizational goals. WORK EXPERIENCE Rent to own services, United States of America (Remote) Customer care representative • April 2023 – August 2024 Made outbound calls to potential clients, effectively communicating and promoting real estate services offered by the company. • Qualified leads by asking relevant questions and gathering information about clients' budgets, needs, and timelines. • Scheduled appointments and property viewings with interested prospects, ensuring a positive and comfortable experience throughout the process. • Actively listened to customer inquiries and concerns, providing appropriate solutions and information. • Handled customer complaints calmly and professionally, acknowledging and apologizing for any inconvenience and resolving issues to maintain customer satisfaction. • Up-sold to previous customers by regularly checking in with them, identifying any problems or additional needs, and recommending suitable products or services. • Maintained accurate records of cold calls, customer interactions, and prospects in CRM software, ensuring efficient lead tracking and follow-up actions. • Collaborated effectively with team members to provide comprehensive support to potential clients. • Stayed updated on real estate market trends to engage in informed conversations with potential clients. • Consistently met monthly targets for lead generation and call volume. • Actively sought feedback, attended training sessions, and adopted effective cold-calling techniques to continuously refine communication and sales skills, resulting in improved conversion rates and lead generation success. Insurance, United States of America (Remote) Customer service representative • Answered a constant flow of customer calls with minimal wait times. February 2022 – March 2023 • Responded to customer requests for products, services, and company information. • Participated in team meetings and training sessions via Zoom to stay informed about product updates and changes. • Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor. • Handled customer inquiries and suggestions courteously and professionally. • Reached out to customers after completing sales to suggest additional services or product purchases. • Updated databases to handle customer data. • Clarified customer issues and determined the root cause of problems to resolve product or service complaints. • Tracked customer service cases and updated service software with customer information. • Followed up with customers about resolved issues to maintain high customer service standards. June 2021 – February 2022 Sales representative • Generating leads and prospecting for new clients through cold calling, networking, and referrals. • Calling potential clients to gather information about their insurance needs and analyze their risk profiles. • Presenting and explaining insurance policy options to clients and helping them make informed decisions. • Quoting and negotiating insurance premiums and terms with clients. • Processing and completing insurance applications, forms, and documentation accurately and efficiently. • Maintaining client records and updating policy information as required. • Provide excellent customer service and address client inquiries and concerns promptly. • Developing and maintaining strong relationships with clients to promote customer loyalty and retention. • Meeting or exceeding sales targets and performance metrics set by the company. • Continuously updating knowledge of insurance products, industry trends, and regulation changes. • Collaborating with underwriters and other departments to ensure policy issuance and client satisfaction. • Participating in training programs and professional development activities to enhance sales and product knowledge. EDUCATION AND CERTIFICATIONS • University of Benin, Nigeria -Bachelor of Medicine, Bachelor of Surgery 2016 – 2022 • Digital Marketing August 2022 • Microsoft Excel August 2022 SKILLS AND EXPERTISE • Technical Skills: Customer service, B2C, B2B, Zendesk, CRM software, Data Analysis, Microsoft Office, Canva. • Soft Skills: Communication. Critical thinking, Time management, Leadership skills, Adaptability, Empathy, Teamwork, Problem solving, Emotional Intelligence, Interpersonal Skills, Collaboration. INTERESTS • Painting • Cooking • Baking • Music • Board Games • Volunteering • Blogging • Puzzle • Fitness • Learning Languages LANGUAGES • English – Fluent • Spanish (Conversational) – Basic ACCOMPLISHMENTS • Successfully resolved and closed an average of 50-60 customer inquiries per day, maintaining a high customer satisfaction rating. • Implemented a new system for handling customer claims, resulting in a 20% reduction in claim processing time and improved overall efficiency. • Received multiple commendations from customers for exceptional service, leading to a 10% increase in customer retention. • Collaborated with the sales team to identify potential up-selling opportunities, resulting in a 15% increase in customer product adoption. • Consistently met or exceeded key performance indicators, including average handling time, customer satisfaction scores, and first-call resolution rates. • Achieved 120% of sales targets consistently throughout the year, resulting in significant revenue growth for the company. • Developed and maintained strong relationships with a diverse client base, resulting in a 30% increase in client retention rate. • Recognized as a top performer within the sales team, awarded "Salesperson of the Month" three times for exceptional sales achievement. REFERENCES Available on Request