Cole Ukeje

Ukeje Cole Customer Service Representative | Virtual Assistant - (+234) - Lagos, Nigeria. Profile Summary A results-focused and customer-centric expert with three years of experience in roles such as Cold Calling and Chat/Phone/Email Support. Proficient in lead generation, cultivating client connections, and boosting sales for business expansion. I aim to use my strong communication and sales skills to make a valuable contribution to my team’s success. Experience November, 2023 - September, 2024 / Remote, USA Pennbuyers LLC Acquisitions VA Calculate comparables and present offers (minimum of 6 offers per day Conducted outbound calls to potential property sellers, promoting real estate solutions tailored to meet their needs Qualified leads by understanding sellers' situations, asking relevant questions, and aligning offers based on their timeline, property condition, and financial objectives Scheduled appointments and follow-ups to finalize contracts, ensuring a smooth and transparent process for sellers Trained by the renowned real estate professional, Mattbuyhouses, I implemented advanced sales techniques, such as utilizing personality profiles to foster better seller rapport and optimize contract negotiations Ensured sellers’ confidence by guiding them through a structured “three yes” process, confirming their decision to move forward with contracts Successfully closed a minimum of two contracts per month by overcoming seller objections and using empathetic, non-pushy sales methods Upsold existing contacts by maintaining consistent communication, resolving any hesitations, and recommending advantageous solutions for their real estate needs Maintained thorough records of calls, customer interactions, and progress in the CRM software to track sales targets and contract statuses efficiently Stayed informed on market trends to engage sellers confidently and provide the best recommendations based on current conditions. December, 2022 - October, 2023 / Remote, USA Insurance Supermarket Customer service representative 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 Provided high quality client satisfaction through quick response to the client complaints and or queries 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. gust, 2022 - December, 2022 Au Insurance Supermarket / Remote, USA Sales representative Generating leads and prospecting for new clients through cold calling, networking, and referrals Calling potential clients to gather information about their insurance needs and analyze their risk profiles Presenting and explaining insurance policy options to clients and helping them make informed decisions Quoting and negotiating insurance premiums and terms with clients Processing and completing insurance applications, forms, and documentation accurately and efficiently Maintaining client records and updating policy information as required Providing excellent customer service and addressing client inquiries and concerns promptly Developing and maintaining strong relationships with clients to promote customer loyalty and retention Meeting or exceeding sales targets and performance metrics set by the company. ducation E Bachelor of Science: Marketing | University of Lagos, Lagos, Nigeria. 2015 - 2019 Bachelor of Technology: Programming| Brigham Young University Rexburg, Idaho. 2019 - 2023 Certifications Digital Marketing Microsoft Excel System Administration Certificate Skills Overview Customer Service Effective communication B2C Problem solving B2B Critical thinking Zendesk Microsoft office Time management Team player Organizational skills Data Analysis Detailed-oriented CRM software Accomplishments Continuously updating knowledge of insurance products, industry trends, and changes in regulations. Collaborating with underwriters and other departments to ensure policy issuance and client satisfaction. Participating in training programs and professional development activities to enhance sales and product knowledge. Implemented a new system for handling customer claims, resulting in a 2 0% 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 1 2 0% 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 3 0% increase in client retention rate. Recognized as a top performer within the sales team, awarded “Salesperson of the Month” three times in recognition of exceptional sales achievement.