Dafetite Akpevwe Isabella

ISABELLA AKPEVWE Customer Service Representative | Inbound Call Specialist & Lead Qualifier Port Harcourt, Nigeria (Available: 9 AM – 5 PM PST) PROFESSIONAL SUMMARY Results-driven Customer Service Representative with 4+ years of experience delivering exceptional support via phone, email, and chat. Proven track record managing high-volume inbound and outbound calls, pre-qualifying leads, resolving complaints, and building genuine customer relationships. Adept at maintaining accurate CRM records, providing empathetic support to diverse customer bases including senior clients, and consistently exceeding targets. Experienced supporting U.S.-based clients remotely with a strong ability to multitask in fast-paced, deadline-driven environments. CORE COMPETENCIES Inbound & Outbound Calls CRM Management Lead Pre-Qualification Complaint Resolution Omnichannel Support Appointment Setting Conflict Resolution Sales & Negotiation Lead Generation Active Listening & Empathy U.S. Business Hours Team Collaboration PROFESSIONAL EXPERIENCE Sales / Customer Service Representative | Phase 3 Telecoms 2024 – 2025 • Managed 80+ inbound/outbound customer calls daily via phone and email, achieving a consistent customer satisfaction (CSAT) score above 95%. • Maintained 100% accuracy in logging customer interactions into CRM systems, ensuring real-time record updates across all touchpoints. • Resolved an average of 40+ customer complaints weekly, leveraging de-escalation techniques to convert frustrated customers into repeat clients. • Presented and negotiated product/service terms, contributing to a 20% increase in monthly deal closures. • Escalated complex issues to the appropriate teams with clear context, reducing resolution time by 30% and ensuring customers were never left without an update. Inbound Pre-Qualification Call Specialist | CallsExpert 2022 – 2023 • Handled 100+ inbound calls daily from prospective U.S.-based clients inquiring about insurance products, maintaining a 98% call quality score. • Conducted structured pre-qualification assessments to match clients to appropriate coverage plans, boosting lead-to-agent conversion rates by 25%. • Maintained meticulous CRM records of client profiles and call logs, ensuring zero data discrepancy across 500+ monthly entries. • Delivered clear, empathetic explanations of complex policy terms to senior and first-time clients, reducing callback rates by 15%. • Collaborated with licensed agents to facilitate seamless lead handoffs, reducing onboarding time by an average of 2 business days. Cold Calling / Appointment Setter | U.S. Business Funding 2021 – 2022 • Executed 150+ outbound and inbound calls per day, generating 30+ qualified leads weekly through targeted outreach strategies. • Managed scheduling and appointment setting with 100% accuracy, supporting a pipeline of 200+ active prospects monthly. • Documented lead intelligence in CRM for structured follow-ups, contributing to a 35% improvement in conversion tracking efficiency. • Built rapport with prospects across various U.S. industries, moving leads through the sales funnel with an average 22% appointment-to-conversion rate. Sales Training & Quality Assurance Specialist | Humanatic 2019 – 2021 • Monitored and evaluated 200+ calls per week, ensuring team adherence to service standards and identifying coaching opportunities. • Delivered structured sales coaching sessions that improved average team CSAT scores by 18% within 6 months. • Identified recurring service gaps and contributed to 3 major process improvement initiatives adopted company-wide. • Supported team leaders by sharing customer interaction trends, helping the team proactively address common pain points and improve overall service quality. EDUCATION B.Sc. Crop Production | University of Port Harcourt 2018 – 2024 TOOLS & TECHNOLOGY CRM Platforms: Salesforce, HubSpot, Zoho CRM Productivity: Google Workspace, Microsoft Office, Slack LANGUAGE English — Fluent (Written & Verbal)