Chioma Grace Nwaobum

Chioma Grace Nwaobum Home: Nigeria ABOUT MYSELF I am a results-driven customer service and sales professional with hands-on experience working in high-volume call center environments. I have a strong background in handling inbound and outbound calls, managing customer relationships through CRM tools, and consistently meeting sales and performance targets, with over 6 years of experience. I’m confident working with CRM tools and multiple systems at once, documenting accurately while keeping the conversation human and engaging. I take pride in being reliable, coachable, and consistent, the kind of team member who cares about quality, performance, and growth. I’m excited by roles that value empathy, accountability, and results, and I bring all three to the table every single day. WORK EXPERIENCE Specialty Life Insurance Country: Canada [ 01/01/2025 - 30/01/2026 ] Lead Qualifier • Handled outbound calls to Canadian leads. • Speak with clients to understand their age, health, family situation, and coverage needs • Qualify prospects and transfer eligible clients to licensed insurance advisors for final expense sales • Consistently meet my daily and weekly targets for qualified life insurance transfers • Handle objections such as “I already have insurance” or “I’m not interested” while keeping conversations respectful and on track • Use simple, clear language to communicate with people who speak English at different levels • Enter accurate call notes, eligibility details, and outcomes into the CRM system • Follow strict confidentiality rules when handling customer information • Regularly meet my transfer and sales targets, directly supporting advisor conversions and company revenue. Sagility Country: United States [ 08/01/2023 - 25/11/2024 ] Contact Center Representative • Handled high-volume inbound calls from members, pharmacies, and healthcare providers regarding benefits, eligibility, medication orders, and coverage inquiries. • Delivered empathetic, first-contact resolution while maintaining strict compliance with HIPAA and data privacy regulations. • Identified opportunities to upsell eligible healthcare services, programs, and plan benefits, effectively educating members while meeting conversion and engagement targets. • Consistently met or exceeded daily call volume, quality assurance, customer satisfaction, and sales performance targets. • Accurately documented all interactions across multiple systems, ensuring data integrity and continuity of service. • Resolved complex issues efficiently and escalated cases appropriately in line with standard operating procedures. • Maintained strong attendance and schedule adherence in a fast-paced remote contact center environment. • Collaborated with team leads and quality analysts to improve performance metrics and service delivery outcomes. Verdant DevCore Technologies Country: Nigeria [ 06/02/2022 - 13/03/2023 ] Adminstrative Lead • Promote organization’s culture and values. • Managed employee profile, onboarding clients and off-boarding processes. • Organize and track effective communication across departments, ensuring efficient workflow and compliance with organizational policies and procedures. • Developed and implemented strategies to streamline administrative processes and improve productivity. • Coordinated office logistics, including scheduling, facilities management, and procurement of supplies and equipment. • Prepared and presented reports on administrative activities and performance metrics to management. • Planned the organization’s annual and quarterly work calendar/schedule. • Liaised with the accounts department to ensure a seamless payroll. • Coordinated One-on-Ones with employees to ensure job satisfaction and work-life balance is achieved. Price Wise Country: Nigeria [ 14/08/2014 - 25/02/2021 ] Assistant Retail Sales Manager • Ensured customers had a great customer experience in person and online. • Provided general administration of the outlet's day-to-day activities and reporting. • Supervised and endorsed stock management processes. • Exercised financial control: POS, Front-end and Cash Management. • Mitigated and controlled stock loss, which led to my branch being awarded the best stock loss store in 2 years. • Provided training for members of staff on company values, vision, and SOPs. • Oversaw staff scheduling and shift management. • Initiated ideas that meet and potentially exceed sales goals EDUCATION & TRAINING [ 16/07/2018 - 27/09/2024 ] Bacherlor of Arts University Of Ibadan ui.edu.ng Country: Nigeria | Field(s) of study: Philosophy and Public Affairs | Level in EQF: 6 [ 12/09/2011 - 12/05/2014 ] Higher Secondary School Leaving Certificate Amai College Country: Nigeria | Level in EQF: 5 [ 01/08/2024 - 07/10/2024 ] Virtual Assistant ALX SKILLS Microsoft Office | Microsoft Powerpoint | Microsoft Excel | Market and Audience Research | Call center phone systems | Go high level | High volume call handling | Active listening and empathy | Remote work tools | Performance tracking and reporting LANGUAGE SKILLS Other language(s): English LISTENING: C1 READING: C1 WRITING: C1 SPOKEN PRODUCTION: C1 SPOKEN INTERACTION: C1 German LISTENING: A2 READING: A2 WRITING: A2 SPOKEN PRODUCTION: A2 SPOKEN INTERACTION: A2