Elizabeth Ukaa Ukondo

Elizabeth Ukaa Ukondo Address: No. 3 Tallasse Link, Kubwa, Abuja, Nigeria Contact: - Email Address:-Available for Remote Work | Time Zone: WAT (GMT+1) Flexible to work CST hours | Current Time Zone: WAT (UTC+1) PROFESSIONAL SUMMARY Customer-focused and tech-savvy Customer Service Representative with over 4 years of experience in handling inbound and outbound support across phone, email, and live chat. Skilled in using CRM tools like Salesforce, Zendesk, Avaya, Convoso, Logix, Slack, Skype, Dialpad, Microsoft outlook and Microsoft Suite to enhance service delivery and resolve issues efficiently. Known for excellent communication, proactive problem-solving, and a team-oriented mindset. Passionate about delivering high-quality customer experiences and supporting business development as a virtual assistant or appointment setter. Core Competencies • Customer Support (Phone, Email, Chat) • CRM Systems: Salesforce, Zendesk, Avaya, Convoso, Logix, Dialpad. • Appointment Setting & Lead Qualification • Microsoft Suite (Excel, Word, Outlook, PowerPoint) • Conflict Resolution & Escalation Management • Data Entry & File Management • Time Management & Multitasking • Excellent Verbal & Written Communication • Familiar with U.S. Credit Systems (Credit Card, Personal Loan) PROFFESIONAL EXPERIENCE Front Desk & Customer Care Specialist | Amaryadotcom Spa, Abuja — Jan 2022 – Oct 2024 • Supported sales pipeline by nurturing leads and converting them into paying customers. • Consistently met and exceeded monthly sales support and retention targets. • Negotiated terms and pricing to balance customer satisfaction and company profitability. • Delivered product presentations and demos that improved conversion rates. • Built long-term client relationships, resulting in repeat business and referrals. • Maintained accurate sales and customer records using CRM tools. Call Center Agent | Outsource Global (Citizens Disability), Abuja — Jan 2021 – Dec 2021 • • • • • • • • courteously put out calls to clients, Handled high-volume customer inquiries with a focus on problem resolution and client satisfaction. Prompt use of software such as Microsoft Suite. Microsoft word. Identified upselling and cross-selling opportunities during support interactions. Generate client interest in the services or products offered by the company. Ensure feedback from the clients to further improve the customer services. Evaluate problems of the citizens and provide logical lasting solutions. Build client loyalty by follow-up of client calls. Identified upselling and cross-selling opportunities during support interactions. Customer Care Representative | ISON BPO (MTN Nigeria Process) — Jan 2019 – Dec 2019 • • • • • • • • Answer courteously in bound calls. Efficient use of CRM Tools such as Salesforce, Avaya, Slack, Skype. Respond to customers’ enquiries and queries. Generate customer interest in the services or products offered by the company. Ensure feedback from the customer to further improve the customer services. Provide customers with information packages on products and services. Evaluate problems of the customers and provide logical lasting solutions. Build customer loyalty by follow-up of customer calls. TECHNICAL SETUP • Internet: Fiber-optic broadband (30+ Mbps upload/download, wired LAN) • Operating System: Windows 11pro (64-bit) • Processor: Intel® Core™ i5-8365U CPU @ 1.60GHz (8th Gen) • Memory: 16 GB RAM • Equipment: USB noise-cancelling headset (ready to use after training) Education • B.Sc (Hons) Geography Education – Taraba State University, Nigeria – 2017 Training and Certificate • Customer Service Training – MTN 'How May I Serve You' Program (iSON BPO), 2019 • Peace Ambassadors Workshop – ICIPH, UNDP, Norwegian Ministry of Foreign Affairs, 2020 Hobbies and Interest Reading | Traveling | Networking | Personal DevelopmentReferees Available upon request