Faithwins Azi

Faithwins Azi, Customer Service Representative Lagos, Nigeria | - | Email:-Portfolio: https://faithwinsascelinaazi.my.canva.site/port PROFILE SUMMARY Results-driven and customer service-oriented professional with 3 years of solid experience as a Cold Caller, Chat /Phone/Email Support Agent, and Appointment Setter. Skilled in generating leads, fostering client relationships, and promoting Sales to drive business growth. Seeking to leverage my excellent communication; written/oral, and sales abilities to contribute to the success of my team. WORK EXPERIENCE DEMAND DRIVE Sales Development Representative Remote, USA 12/2023 – 2024 • Conducted outbound prospecting activities to generate new leads and opportunities, leveraging on tools such as LinkedIn Sales Navigator to identify and research potential prospects within target markets and industries. • Conducted thorough research on companies and decision-makers to understand company verticals, their needs, revenue, and budget. • Utilized Sales Navigator's advanced search and filtering capabilities to identify highpotential leads and accounts. • Crafted personalized outreach messages via email, phone calls, and social media to initiate contact with prospects. • Maintained a high volume of outbound communications to drive lead generation and pipeline growth. • Tracked and managed leads through the sales pipeline stages, ensuring timely follow-up and nurturing. • Documented all interactions and lead qualification details accurately in Salesforce CRM. • Booked a total of 10 meetings, using different software to complete an action. • Continuously optimized prospecting strategies and processes based on data- driven insights and best practices. RENT TO OWN SERVICES caller |Appointment Setter, Customer Care • Remote, USA Cold 12/2022 – 2023 Made outbound calls to potential clients, effectively communicating andpromoting real estate services offered by the company. Qualified leads by asking relevant questions, and gathering information about clients'budgets, needs, and timelines. Scheduled appointments and property viewings with interested prospects,ensuring a positive and comfortable experience throughout the process. Actively listened to customer inquiries and concerns, providing appropriatesolutions and information, thereby fostering stronger relationships. Handled customer complaints with calmness and professionalism, acknowledging and apologizing for any inconvenience, and resolving issues tomaintain customer satisfaction. Upsold to previous customers by regularly checking in with them, identifying anyproblems or additional needs, and recommending suitable products or services. Maintained accurate records of cold calls, customer interactions, and prospectsin CRM software, ensuring efficient lead tracking and follow-up actions. Collaborated effectively with team members to provide comprehensive supportto potential clients. Stayed updated on real estate market trends to engage in informedconversations with potential clients. Consistently met monthly targets for lead generation and call volume. Actively sought feedback, attended training sessions, and adopted effective cold calling techniques to continuously refine communication and sales skills, resulting in improved conversion rates and lead generation success. • • • • • • • • • • INSURANCE SUPERMARKET Remote, Florida Customer Service Representative 2021 – 2022 • • Answered a constant flow of customer calls with minimal wait times. Responded to customer requests for products, services, and company information. • • • • • • • • Participated in team meetings and training sessions via Zoom to stay informedabout product updates and changes. Actively listened to customers, handled concerns quickly, and escalated majorissues to supervisor. Handled customer inquiries and suggestions courteously and professionally. Reached out to customers after completed sales to suggest additional service orproduct purchases. Updated databases to handle customer data. Clarified customer issues and determined the root cause of problems to resolveproduct or service complaints. Tracked customer service cases and updated service software with customerinformation. Followed up with customers about resolved issues to maintain high standards ofcustomer service. INSURANCE SUPERMARKET Sales representative        Remote, Florida 01/2019 – 12/2020 Generating leads and prospecting for new clients through cold calling,networking, and referrals. Calling potential clients to gather information about their insurance needsand analyze their risk profiles. Presenting and explaining insurance policy options to clients and helpingthem make informed decisions. Quoting and negotiating insurance premiums and terms with clients. Processing and completing insurance applications, forms, and documentation accurately and efficiently. Maintaining client records and updating policy information as required. Providing excellent customer service and addressing client inquiries andconcerns promptly.       Qualifying leads properly and making sure they meet companyrequirements and are ready to take a plan. Developing and maintaining strong relationships with clients to promotecustomer loyalty and retention. Meeting or exceeding sales targets and performance metrics set by the company. Continuously updating knowledge of insurance products, industry trends, and changes in regulations. Collaborating with underwriters and other departments to ensure policyissuance and client satisfaction. Participating in training programs and professional development activities toenhance sales and product knowledge. GLOBAL WISSEN CONSULT Remote, United Kingdom Customer Support/Lead Generation 02/2018 – 12/2018 • Responded to customer inquiries and resolved customer issues via chat, email,or other messaging platforms. • Efficiently handled an average of 50 tickets daily in 8-hour shifts. • Achieved an average support response time of 1-3mins • Provided accurate and timely information to customers regarding products,services, or policies. • Assisted customers with troubleshooting technical issues and resolving problems remotely. • Documented and maintained records of customer interactions, transactions,comments, and complaints. • Escalated more complex or unresolved issues to senior support staff or relevantdepartments. • Actively engaged in Lead sourcing and generation, as well as booking pitch appointments to sellcompany offers, B2B. EDUCATION Bachelor of Science: Marketing – 1st Degree University of Nigeria - Enugu, Nigeria 2013 - 2017 Bachelor of Science: Hospitality and Tourism – 2nd Degree Brigham Young University Houston, Texas 2019 - 2023 CERTIFICATIONS • Digital Marketing • Microsoft Office SKILLS OVERVIEW • Customer service Microsoft Office Customer Retention • Sales CRM software Time Management • B2B/B2C Salesforce Organizational skills • Zendesk Hubspot Data analysis • Detail-oriented ChaseData Corp • Problem-solving Critical thinking Team player • Effective communication • LinkedIn Sales Navigator ACCOMPLISHMENTS • Successfully resolved and closed an average of 5060 customer inquiries per day, maintaining a high customer satisfaction rating. • Implemented a new system for handling customer claims, resulting in a 20% reduction in claim processing time and improved overall efficiency. • Received multiple commendations from customers for exceptional service, leading to a10% increase in customer retention. • Collaborated with the sales team to identify potential upselling opportunities, resulting in a 15% increase in customer product adoption. • Consistently met or exceeded key performance indicators, including average handlingtime, customer satisfaction scores, and first-call resolution rates. • Achieved 120% of sales targets consistently throughout the year, resulting in significant revenue growth for the company. • Developed and maintained strong relationships with a diverse client base, resulting in a 30% increase in client retention rate. • Recognized as a top performer within the sales team, awarded "Salesperson of theMonth" three times in recognition of exceptional sales achievement.