Charles Umukoro

CHARLES UMUKORO, Customer Service Representative Abuja, Nigeria / -/ Email- PROFILE SUMMARY Results-driven and customer service-oriented professional with 5 years of experience as a Cold Caller, Chat /Phone/Email Support Agent. Skilled in generating leads, fostering client relationships, and promoting Sales to drive business growth. Seeking to leverage my excellent communication and sales abilities to contribute to the success of my team. WORK EXPERIENCE RENT TO OWN SERVICES Cold caller | Customer care representative • • • • • • • • • • Made outbound calls to potential clients, effectively communicating and promoting real estate services offered by the company. Qualified leads by asking relevant questions, gathering information about clients' budget, needs, and timeline. 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 with calmness and professionalism, acknowledging and apologizing for any inconvenience, and resolving issues to maintain customer satisfaction. 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 SUPERMARKET Customer service representative • • Remote, USA 10/2022 - 09/2024 Remote, Florida 02/2021 – 08/2022 Answered constant flow of customer calls with minimal wait times. 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 completed sales to suggest additional service or product purchases. Updated databases to handle customer data. Clarified customer issues and determined 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 standards of customer service. GLOBAL WISSEN CONSULT Remote, United Kingdom 03/2019 – 01/2021 Customer Support • • • • • • • Responding to customer inquiries and resolving customer issues via chat, email, or other messaging platforms. Efficiently handled an average of 50 tickets daily in 8-hour shifts. Achieved an average support response time of 1-3mins Providing accurate and timely information to customers regarding products, services, or policies. Assisting customers with troubleshooting technical issues and resolving problems remotely. Documenting and maintaining records of customer interactions, transactions, comments, and complaints. Escalating more complex or unresolved issues to senior support staff or relevant departments. EDUCATION • Bachelor of Science (B.Sc.) in Business Administration, 2019 • West African Senior Secondary School Certificate, 2000 • First School Leaving Certificate, 2000 CERTIFICATIONS • • • • • Data Analytics Digital Marketing Cold Calling Microsoft Excel Microsoft / Google Suite • • Telemarketing Customer Care Service SKILLS OVERVIEW • • • • • • • • • • • • Upselling \Sales Shopify Knowledge Gorgias Zendesk Email Management • • • • • Effective communication Problem solving Critical thinking Microsoft Office Data Entry • • • • CRM software Phone / Chat Support E-commerce Cold \Warm Calling 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 upselling 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.