Dera Ferdinand

DERA FERDINAND CONTACT (+44)- --31 Westbourne Road, Sunderland, United Kingdom, England. Customer Service Representative EDUCATION UNIVERSITY OF PORT-HARCOURT Bachelor in Mathematics & Computer Science- PROFILE INFO I am a Committed and driven individual with vast knowledge in Information and Communication Technology. I utilize sound organization and planning skills to deliver assignments within set timeframes and to a high standard. SKILLS Excellent verbal and I Possesses a strong leadership quality, excel as a team player, and exhibit excellent communication and interpersonal skills. I`m known for creative and analytical thinking abilities, and dedicated to providing exceptional customer service and ensuring positive communication skills customer experiences." Interpersonal EXPERIENCE Communication Persuasiveness Customer Services Attention to Details CUSTOMER RELATIONS/QUALIFIER Premier Producer’s Group (REMOTE) Sep 2022-Present Client Relationship Management:I ensured that I developed and maintained strong relationships with clients to foster long-term Call Center Operations partnerships. I provided ongoing support and assistance with policy servicing, including policy changes, beneficiary updates, premium payments, and claims processing. I also conducted regular policy reviews to ensure coverage remains adequate and recommend adjustments as LANGUAGES necessary. I handled customers' complaints and used AAA methods to handle objections English Policy Placement: I assisted clients in completing insurance applications accurately and thoroughly by working closely with insurance carriers to SOFTWARES Work space Zoom Calendly Skype Microsoft Excel Microsoft word Microsoft Powerpoint Google Meet Slack Chase Vici dialer Zendesk submit applications, facilitate underwriting processes, and obtain policy approvals. I ensured all required documentation is submitted and followed up on the status of applications Insurance Recommendations: Based on the needs analysis, I provided clients with tailored insurance recommendations that align with their goals and circumstances. I ensured I presented different policy options to explain the benefits and features of each and guide clients in making informed decisions. Outbound and Inbound Calls: In my role as a customer relations/Qualifier, I conscientiously and proactively participated in a significant number of daily customer contacts, including both incoming and outbound calls. I successfully handled over 100 calls every day, utilizing my knowledge to establish connections with potential customers and give them insightful information about our goods and services This process involved not only addressing their inquiries but also actively generating interest and enthusiasm about the offerings our company provided. Sales Improvement: I have actively engaged with customers to better understand their needs and preferences. By genuinely listening to their feedback and concerns, I've been able to identify opportunities to upsell or cross-sell our products and services. This personalized approach has allowed me to recommend tailored solutions that align with each customer's specific requirements. By simply implementing these strategies, I have been able to increase the likelihood of making a sale with each customer while building a loyal customer base and promoting our business through referrals. Over time, this customer-centric approach hassled to a substantial increase in sales, potentially reaching or exceeding the 10% threshold. CUSTOMER ACCOUNT OFFICER ACCESS BANK PLC Dec 2018-Nov 2021 I effectively resolved customer inquiries, complaints, and issues by providing insightful solutions. I handled inbound calls, extending warm greetings and offering assistance to customers with diverse needs and inquiries. I conducted research to address requested assistance, delivering precise information to resolve issues and respond to inquiries. Timely resolution of customer concerns, complaints, and issues was a core responsibility, and i addressed them with efficiency. With empathy and constructive feedback, I provided solutions, recommendations, and replacements. I returned customer calls and addressed their inquiries and complaints in a responsive manner. For unresolved customer grievances, I directed them to the appropriate departments for further investigation. I played a role in mentoring newly onboarded colleagues on banking services and operational procedures. I initiated contact with prospective customers to present information and elucidate available services. Complex customer issues were referred to the designated department for resolution. In handling challenging situations, I maintained a composed, calm, and polite demeanor to deescalate potentially aggressive customer behavior. HUMAN RESOURCES COORDINATOR Jan 2016-Oct 2018 Alton Ventures, Port-Harcourt Rivers State. Recruited, hired and oversaw 100 staff by overseeing job interviews, conducting interviews and leading onboarding sessions. Coordinated new hires orientations and provided onboarding and training for new employees. Kept company operations smooth and production efficient with skilled candidates. REFERENCE Available on request