FAVOUR STEPHEN-PROFILE INFO
Dedicated and highly skilled Customer Service Representative and Sales professional with a proven
track record in delivering exceptional customer service and support, appointment setting and exceeding
sales targets. Equipped with over 4 years of experience in resolving customer inquiries, managing
complaints, and building lasting relationships to ensure customer satisfaction and loyalty. I am proficient
in using CRM tools to enhance customer interaction and track sales. My objective is to contribute
expertise in customer care, increase client satisfaction, and organizational success.
EDUCATION
WORK EXPERIENCE
2014 - 2019
UNIVERSITY OF ABUJA
Premier Source, USA (REMOTE)
2024 -2025
APPOINTMENT SETTER/ PREQUALIFIER
Bachelor’s degree in
Agricultural Economics
and Extension.
SKILLS
CRM Software Proficiency
Customer Service
Problem Solving
Effective Communication
Organization skills
Phone etiquette
Made a high volume of outbound cold calls daily to prospective
customers.
Asked qualifying questions to assess prospects’ needs and fits
for our products/ services
Scheduling appointments for sales team
Maintained detailed and accurate records of lead information
in the CRM system.
Overcame objections professionally and kept prospects
engaged.
Met and exceeded weekly call targets and TPH goals
Followed a structured script while maintaining a conversational
and engaging tone.
Collaborated with other teams such as sales and quality control
teams for feedbacks and continuous improvements.
Time Management
Cold Calling
Teaming and Interpersonal
skills
Active Listening
The VA Group, USA (REMOTE) Part-Time
CUSTOMER SALES SPECIALIST
2024 -2025
Responded to inbound leads and followed up with prospects via
outbound calls and emails
Built relationships with customers by understanding their needs
and recommending appropriate products and solutions.
Prepared and send quotes, processed orders and followed up to
ensure customer satisfaction.
Met and exceeded individual and team sales targets and KPIs
CRM TOOLS
Jira
Zendesk
Shopvox
Convoso
HubSpot
Zoho
PRODUCTIVITY
TOOLS
Google Suites
Microsoft Packages
CERTIFICATIONS
CUSTOMER SERVICE:
Problem-solving and
Troubleshooting (2024)
Learning Zoho CRM
(2024)
Learning HubSpot CRM
(2024)
Maintained accurate records of customer interactions, sales
activities and pipeline updates in the CRM system.
Stayed updated on new product offerings, pricing and promotional
campaigns and presented them to customers in a clear and
persuasive manner.
Phoenix Lead Company, USA (REMOTE)
2023 -2024
CUSTOMER CARE/ SUPPORT SPECIALIST.
Addressed and resolved customer issues promptly resulting in a
25% reduction in escalated complaints within the first year.
Responded to customer inquiries via phone, email and chat in a
timely and professional manner.
Maintained detailed and accurate records of customer
interactions in the CRM system.
Developed and maintained strong relationships with key
clients, leading to an increase in customer retention in one year.
Identified and escalated complex or unresolved issues to the
appropriate department or supervisor.
Utilised product knowledge and problem-solving skills to
provide customer with accurate information and solutions.
Collaborated with other teams such as sales or technical
support, to address customer needs effectively.
Consumer Opportunity LLC, USA (REMOTE)
CALL CENTER AGENT/ CUSTOMER SERVICE
REPRESENTATIVE
2022 -2023
Provided excellent customer service and support in a high-volume
call center environment.
Managed a high volume of inbound and outbound calls and
dispositioned calls correctly.
Consistently met and exceeded key performance indicators
(KPIs) such as call volume, call handling time and customer
satisfaction scores.
Provided accurate information and technical support for
customers experiencing issues with products or services.
Recorded customer interactions, feedbacks, and resolutions in
the company’s CRM system.
Maintained call quality standard by adhering to scripts, policies
and procedures, resulting in a 20% reduction in average call
handling time.
Performed routine check-ins with customers to address
concerns, offer tailored solutions, and strengthen relationships.
Wider Reach LLC, USA. (REMOTE)
TELEMARKETER/ COLD CALLER
REFERENCE
AVAILABLE ON REQUEST
2021 -2023
Made outbound calls to prospects and existing customers to sell
products and services.
Introduced new products, explained benefits and persuaded
customers to make a purchase.
Overcame objections and addressed customer concerns to close
sales.
Set appointments or schedule follow-up calls with interested
customers.
Maintained a high volume of calls while ensuring quality and
customer satisfaction.
Met and exceeded daily, weekly, and monthly sales targets and
performance metrics.
Maintained up-to-date records of customer interactions and
sales in the CRM system.
Efugo Farms Limited.
PRODUCT MARKETER
2020 -2021
Developed and executed marketing strategies for new farm
produce.
Conducted market surveys and competitor analysis to identify
market trends and consumer preferences resulting in a 15%
increase in product awareness and customer engagement.
Planned and executed marketing campaigns to promote
products across various channels
Identified opportunities for product improvements based on
customer insights.
