Emily Ifeoma Iwunze

EMILY IWUNZE CUSTOMER SUPPORT AGENT/ SALES EXPERT Dideolu Estate,Victoria Island Extension,Victoria Island, Lagos, Nigeria. Email:-[-] PROFESSIONAL SUMMARY Hardworking Customer service professional focused on satisfaction and retention. Works quickly to address challenges and uses critical thinking and resourceful nature to manage complex concerns. Skilled in resolving complex issues and ensuring customer satisfaction. Adept at building rapport with customers, identifying needs and delivering solutions effectively. Seeking to leverage expertise to contribute to a dynamic customer care team. SKILLS Excellent Communication Skills Active Listening Skills Product Knowledge Problem Solving Skills Rapport Building B2B/B2C Sales Time Management EMPLOYMENT HISTORY Remote Customer Support, Credit Wellness LLC, Wyoming. January 2023 - April 2024 ● Handled customer inquiries and complaints with courtesy, respect, and professionalism, providing product and service information, resolving any emerging issues that customers might face with precision and efficiency. ● Offering advice on credit improvement and maintenance strategies, providing guidance and clarification as needed. ● Maintained and updated customer information in the database. ● Explained the credit repair process, from the initial credit report analysis to the dispute process, and follow-up. ● Collaborated with internal departments to resolve client issues that may arise during the credit repair process. ● Continuously expand knowledge of credit repair strategies, regulations, and industry trends to provide accurate and up-to-date information to clients. ● Identified opportunities to upsell or cross-sell based on customer needs and behaviors. ● Followed communication procedures, guidelines, and scripts as established by the company. ● Provided feedback on the efficiency of the customer service process to help in its continuous improvement. Remote Customer Support Agent, LeadSimple INC, Washington. March 2022 - October 2022 ● Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate. ● Manage large amounts of incoming phone calls, chats, and emails. ● Build sustainable relationships and trust with customer accounts through open and interactive communication. ● Provided accurate, valid, and complete information by using the right methods/tools. ● Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution. ● Keep records of customer interactions, process customer accounts, and file documents. Remote Sales Development Manager, Insurance Supermarket, Missouri. April 2021 - January 2022 ● Received calls and attended to customer queries in a friendly and timely manner. ● Reached daily dial targets by 75% thereby maintaining a consistent workflow and transfer of leads to advisors. ● Met 1 Transfer per hourly sales target. ● Worked closely with Team Leaders to ensure the smooth answering of calls and provided customers with the right information regarding the type of insurance available to them . ● Maintained a punctuality of 100% on daily meetings, training and collaborations. ● Handled customer objections in a friendly, confident and communicative manner, ensuring that the customers were convinced to move forward with the call. ● Earned customer's trust by building rapport on the spot which led to achieving a personal sales target by 80% on a daily basis . ● Received recognition as one of the best customer support reps in the department in less than 3 months of commencement. Remote Customer Care Representative, AT&T Inc, Seattle August 2020 - February 2021 ● Maintained up to date knowledge of products and services. ● Handled customer calls and attended to queries about services, product malfunctions, promotions and billings. ● Worked to address all customers' concerns in a timely and effective manner. ● Handled large volumes of calls on a day to day basis with a sense of calm and good work ethics. ● Developed successful tactics to sell products and services to customers. ● Worked to understand the needs of each customer. EDUCATIONAL Bachelor of Science: Management – 1 University of Nigeria - Enugu, Nigeria 2013 – 2017 CERTIFICATIONS • Digital Marketing • Microsoft Office st Degree