Faith Ita

FAITH ITA-| Lagos, Nigeria | - | LinkedIn Professional summary Results-driven Individual with a proven track record in driving client satisfaction and business growth. Expertise in managing complex customer relationships, implementing strategic initiatives, and ensuring successful product adoption. Strong communication and partnership-building skills, with a focus on delivering exceptional customer experiences. Committed to driving customer success and fostering revenue growth. Skills Cross-Functional Collaboration | Enterprise Client Onboarding | Proactive Troubleshooting | Customer Advocacy Product Knowledge | Inbound Communication | Performance Metrics | B2B &B2C Communication | Feedback Analysis Customer Obsession | Conflict Resolution | Multichannel Support | Time Management | Empathy | Training Systems: Zendesk | Zoho CRM | HubSpot CRM | Nimble | Bitrix 24/7 |ServiceNow | TeamSupport | HelpScout | Office 365 Communication Platforms: Slack |Tawk.to | LiveChat | Zendesk Chat | Dialer2.0 | CHASE | Dialpad | Zoom Experience Customer Service Rep Insurance Supermarket Inc (Remote)FL, USA. May 2021 – Till date CRM: HubStaff. Google Docs, AWS • Developed and implemented a comprehensive training strategy, resulting in a 30% reduction in onboarding time for new recruits. • Designed and delivered training programs, modules, and materials that successfully improved new recruits' knowledge and skills, resulting in a 25% increase in employee performance ratings. • Collaborated with subject matter experts and department heads to update training curriculum, ensuring alignment with industry best practices and organizational goals. • Oversaw the delivery of training programs, achieving a 95% satisfaction rate among trainees based on post-training feedback surveys. • Established evaluation methods and metrics, resulting in a 20% improvement in training program effectiveness within the first year. Sales Representative Specialty Life Insurance ON, Canada. Jan 2016-Jan 2020 CRM: Excel Hubstaff. Google sheets Dailer 2.0 • Developed and maintained strong relationships with a portfolio of high-value clients, resulting in a 15% increase in client retention rate. • Collaborated with clients to align their goals and business objectives with the company's product offerings and solutions, leading to a 10% increase in cross-selling and upselling opportunities. • Conducted regular business reviews with clients, resulting in a 20% improvement in customer satisfaction scores and the implementation of strategic recommendations for process optimization. • Proactively addressed client concerns and issues, achieving a 90% resolution rate within 48 hours. • Analyzed customer data and usage patterns, identifying opportunities for upselling and expansion, which contributed to a 60% increase in account revenue.. Education Bachelor of Education (English) Brigham young University, Idaho USA. Bachelor of Science (Mathematics), University of Lagos, Nigeria. Additional Information Fluent in English Availability: (Full time/Part time) Reference: Available on Request