Celine Ezeh

 CELINE ABUOMA EZEH Customer Service Representative Abuja, Nigeria | - | Email:- PROFILE SUMMARY Dedicated and empathetic Customer Service Representative with years of experience in delivering world-class service and resolving customer concerns. Skilled in building rapport with customers, identifying needs, and recommending solutions to drive satisfaction and loyalty. Seeking to grow through a dynamic team environment, enhance customer satisfaction and contribute to business growth. WORK EXPERIENCE PPG MARKETERSRemote, Indiana Cold caller |Customer Care11/2023 – 06/2024 Made outbound calls to potential clients, effectively communicating and promoting life insurance packages offered by the company. Qualified leads by asking relevant questions, gathering information about clients' medical history, needs, and financial category. Actively listened to customer inquiries and concerns, providing appropriate solutions and information, thereby fostering stronger relationships and sales. Handled customer complaints with calmness and professionalism, acknowledging any inconvenience, and resolving them to maintain customer satisfaction. Upsold to previous customers by regularly checking in with them, identifying any problems or additional needs, and transferring them to a sales agent. 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 certain medical information 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. JACUZZI BATH REMODELRemote, Saint Louis Customer Service Representative |Quality Assurance Agent06/2023 – 11/2023 Listened to recorded calls between customer service representatives (CSRs) and prospects(customers) to assess adherence to scripts, policies, and quality standards. Assessed calls using predefined evaluation criteria, such as professionalism, accuracy of information provided, adherence to company guidelines, and customer satisfaction. Provided constructive feedback to CSRs based on call evaluations. Collaborated with training managers to identify recurring training needs based on QA findings, participated in training sessions to address gaps in performance. Analyzed QA data and trends to identify root causes of issues or areas for improvement in customer service delivery. This included generating reports and presenting findings to management. Kept detailed records of QA evaluations, feedback provided, and actions taken in Salesforce CRM JACUZZI BATH REMODELRemote, Saint Louis Call Centre Agent |Appointment Setter10/2022 – 06/2023 Made outbound calls to potential clients or existing customers to schedule appointments for bathroom remodel consultation with designers at their home. Qualified leads, to ensure that they meet the criteria set by the organization by asking qualifying questions according to script, to determine the prospect's needs, level of interest and their potential fit for the products or services offered. Coordinated schedules between clients or prospects and the sales or service team members relying on proficiency in use of Salesforce and scheduling software to efficiently manage and update calendars. Followed-up with leads who have expressed interest but haven't yet scheduled an appointment or those who need rescheduling as the need may be. Provided basic information about the company's products, services and options to prospects during the scheduling process. Kept accurate records of interactions, appointments scheduled, and outcomes on Salesforce to track performance metrics and provide feedback to the sales and management team. Made efficient use of call dialling software to place calls across to prospects and potential clients. Participated in training sessions to improve communication skills, product knowledge, and efficiency in scheduling appointments. CHICKEN CAPITOL LTD, ABUJA Cashier |Customer Service Representative03/2019 – 04/2020 Provided friendly service and assistance to clients to promote customer loyalty, satisfaction and sales. Reduced in-store queues by taking customer orders via phone calls and mobile apps and equally processed the same accurately. Received and authorized payment of guests. Processed customer refunds and exchange according to established guidelines. Worked closely with shift manager to handle customer concerns and complaints. Increased sales by recommending products to customers who had a hard time choosing. Increased team bonding by mentoring new team members on sales software system operation.. Cash handling and remittance at the end of each sales day. EDUCATION Bachelor of Science: Media and Communications Nnamdi Azikiwe University, Awka, Anambra Nigeria. 2014 - 2018 CERTIFICATIONS Communication And Interpersonal Skills at Work (06/2020) University of Leeds and Institute of Coding Via Futurelearn.com Presenting Your Work With Impact (08/2020) University of Leeds and Institute of Coding Via Futurelearn.com. Digital Marketing Strategy (08/2022) Coventry University via Futurelearn.com SKILLS OVERVIEW Cold Calling Appointment setting Conflict Resolution Google Suite Detail-oriented Excellent written and verbal communication/English Problem solving Critical Thinking Microsoft office CRM software ( Salesforce, Convoso, Vicidial, RingCentral) Cultural Sensitivity Attention to detail Customer Retention Time Management Team player Organizational skills Data entry ACCOMPLISHMENTS Successfully resolved and closed an average of 50-60 customer inquiries per day, maintaining a high customer satisfaction rating. Efficiently handled 200-300 outbound cold calls in an 8-hour work shift. Consistently rendered effective Quality Assurance on appointment calls leading to a 97% demo rate per week. Received multiple commendations from customers for exceptional service, leading to an 8% increase in customer retention. Collaborated with the sales team to identify potential upselling opportunities, resulting in a 15% increase in customer product adoption. Achieved 65% of QT (Qualified Transfer) targets consistently by cold calling throughout the year, resulting in significant revenue growth for the company.