Elizabeth Ukaa Ukondo

I am a customer-focused and results-driven professional with over four years of experience in customer care, front desk operations, and call center support. My career spans across industries such as outsourcing, telecommunications, and e-commerce, where I have consistently demonstrated the ability to meet and exceed quotas, maintain high customer satisfaction scores, and support business growth.

At Outsource Global, I worked as a Call Center Agent supporting Citizens Disability in the U.S. My role involved handling over 60 outbound calls daily, introducing services, resolving inquiries, and following up with clients. I consistently met my daily quotas, logged interactions with 98% accuracy in CRM systems such as Salesforce and Avaya, and contributed to team retention goals. One of my key achievements was converting hesitant clients into long-term customers through persistent follow-ups and empathetic communication, which helped improve client satisfaction and retention rates.

Prior to that, I worked at Amaryadotcom Spa as a Front Desk and Customer Care Specialist. In this role, I managed front desk operations, client appointments, and transactions while promoting services. I consistently met KPIs in appointment scheduling, call handling, and product promotions, and collaborated across departments to resolve issues, which further enhanced customer satisfaction and loyalty.

Throughout my career, I have developed a strong set of skills including active listening, conflict resolution, multitasking, and the ability to work under pressure to meet sales and service targets. My experience with CRM tools such as Salesforce, Zendesk, Avaya, and Convoso has equipped me to manage client interactions efficiently and support data-driven decision-making.

I believe my biggest strength lies in my ability to connect with people. Whether it’s resolving a client’s frustration, guiding them through a complex process, or upselling a service that meets their needs, I thrive on creating positive experiences that leave lasting impressions.

My ultimate goal is to continue leveraging my skills in customer engagement, sales, and service delivery to contribute to organizational success while also growing in a dynamic and challenging environment.