Bernard Zoyaar Masofa H

s Bernard-Zoyaar Masofa Halimat Telemarketer-|| (- || Lagos, Nigeria PROFESSIONAL SUMMARY Dynamic and dedicated Telemarketer with over 2 years of experience in delivering exceptional service and support. Proven expertise in resolving complex issues, very fluent in English, managing customer expectations, and enhancing overall satisfaction. Adept at utilizing CRM systems and communication tools to drive efficiency and foster positive customer relationships. Strong problem-solving skills combined with a proactive approach and commitment to continuous improvement. Demonstrated ability to thrive in fast-paced environments while maintaining a focus on quality and customer experience. Seeking to leverage my skills and experience to contribute to the success this company and also adding value through dedication and a customer focused approach as a Telemarketer. WORK EXPERIENCE 24/7 Marketing Telemarketer March, 2024 – September, 2024 • Initiate calls to potential customers to promote products or services, ensuring adherence to company scripts and guidelines. • Assess and categorize prospects based on interest and purchasing potential, maintaining accurate records in the customer database. • Address questions and concerns from potential clients, providing detailed information about offerings and resolving any issues. • Meet or exceed monthly sales quotas through effective persuasion and relationship-building techniques. • Document call outcomes and customer feedback in a CRM system, contributing to data analysis for future marketing strategies • exceed established sales targets through effective communication and persuasion. • Address and overcome customer objections using tailored responses and strategies. Bonito Regalo Ventures Customer support specialist September, 2023 – February, 2024 • Resolved an average of 150 tickets per week across various verticals, boosting customer satisfaction by 20% and improving retention rates by 15%. • Actively cold called 500 people and got 12 leads per day, and 50 hot leads per week with a 90% close rate. • Following up with customers to ensure their issues are resolved and their satisfaction is achieved. • Collaborated with Customer Success and cross-vertical teams to streamline processes, cutting ticket resolution time by 30%. • Resolving customer complaints and issues promptly and efficiently. • Maintained productivity and attention to detail, exceeding targets by 10% and ensuring high-quality service. • Adhered to SLAs, responding to queries via email and live messaging, achieving 95% adherence and reducing escalations by 35%. • Providing product or service information to customers. • Maintaining accurate and detailed records of customer transactions and interactions. • Acted as a customer advocate, providing feedback that led to the development of new features, increasing product adoption by 10%. EverRadiant Enterprise Customer Support Agent February, 2023 - August, 2023 • Conducted follow-up calls and maintained accurate client records, ensuring 100% data integrity and contributing to higher satisfaction and retention rates. • Provided expert advice on product usage, significantly boosting customer satisfaction and operational productivity. • Developed a comprehensive customer roadmap, improving product adoption and satisfaction, and supporting a 10% increase in client retention. • Provided timely and effective support to client inquiries, enhancing overall customer experience and trust in the brand through calls and chats. JJJ Concept Technical Support Staff January, 2022 - December, 2022 • Conducted routine follow-up calls post-training, ensuring client satisfaction and fostering brand loyalty, resulting in a 15% increase in repeat customers. • Developed and implemented streamlined processes that improved response times and accuracy, contributing to a 19% increase in client referrals and overall service efficiency. • Optimized customer onboarding and success pipelines, reducing churn by 38% and boosting customer satisfaction by 27% through targeted follow-up and support strategies. • Resolved over 200 customer issues with zero unresolved tickets, maintaining a 100% resolution rate and driving trust and satisfaction among clients. • Actively upsold and cross-sold services, leading to a 17% revenue increase by leveraging deep customer insights and relationship management skills. Ondo State Oil Producing Areas Development Commission (OSOPADEC) Administrative Assistant (NYSC Intern) December, 2021 – October, 2022 • Pro-actively participating in weekly meetings; transcribed minutes of meetings and performed duties as assigned • Coordinated meetings, planned activities, maintained calendar and schedule, filed documents, and responded to emails as in structed by the departmental head. • Managed office supply inventory in Microsoft excel and facilitated orders before a shortage occurred. Personal Assistant to Chief State Counsel Ministry of Justice, Lagos State, Nigeria April, 2020 – July, 2020 • Screened and received 30+ calls and emails every week while keeping a high level of confidentiality and also applying communication etiquette. • Multitasked in meetings by listening and simultaneously documenting minutes for future references. • Tracked the progress of case files and dates of an adjournment or next sitting in court proceedings. EDUCATION AND CERTIFICATIONS • B.Sc International Relations • Oduduwa University, 2020 • Strategic Management • International Strategic Management Institute, 2022 • Human resource Management • International Strategic Management Institute, 2022 • Professional Scrum Master I • Scrum.Org, 2023 SKILLS AND EXPERTISE • Oral and written skills • Managerial skills • Technical skills • Interpersonal skills • Ict skills • Organization skills • Problem Solving • Empathy and Listening • Teamwork • Attention to Detail • Time Management • Active Listening