Clement Obialor

CLEMENT OBI ALOR CUSTOMER SERVICE TEAM LEAD CONTACT PROFILE - Experienced Customer Service Team Lead with a significant background of 6 years in the health insurance and telecom industry, including data entry, and computer knowledge. Proven skills in high volume telephone communications, team oriented, training new employees, multi-tasking, supervisor responsibilities and time management. - SKILLS EXPERIENCE CRMs Expertise Team Lead Telemarketer; EON Telecom, Wuse zone 3 Abuja. Leadership 2023 November – 2024 June Time management  Empathy Communication quality audit by 88%.  Problem solving Strategic thinking Outbound calls made by my team exceeded Handled all walk in business and assisted customers with product selection and purchases  Persuade VIP customers to buy by demonstrating how services meet their needs.  EDUCATION Imo State University 2008 - 2012 BSc in Psychology Analyzed and enforced manual testing methodologies which enhanced the QA continuous integration process  Deal with complaints or doubts to safeguard the company's reputation. Customer Success Specialist; roHealth Ltd, Remote 2022 Feb – 2023 April  Successfully implemented different customer service strategies that resulted in a 34% increase in our CSAT scores  Made sure there was an adherence to the 24-hour turnaround time for escalation  Recruited, trained, and managed a team of 8 customer service agents, resulting in a 50% decrease in customer complaints and a 75% increase in customer retention rates.  Update issues and resolutions regularly on operation’s weekly meetings.  Revamped the customer service policy manual, resulting in a streamlined customer service process and a 35% reduction in call handling time. Team Lead, Customer service; Outsource Global Technologies, Mabushi, Abuja. 2019 Sept – 2022 Jan  Increased branch revenue by 26% after informing customers of available products and their benefits  Conducted weekly coach for all members of my team.  Won best team lead of the month four times in 2022  Earned exceptional ratings and testimonials from clients.  Created market and customer-specific marketing solutions for company core products