Florence Joseph

FLORENCE OCHUKO JOSEPH Customer Service Representative Rivers State, Nigeria. PROFILE With over two years of experience in cold calling, and customer service, I am passionate about fostering meaningful client relationships to enhance customer satisfaction and drive business success. I have a proven track record in customer engagement, retention, and delivering exceptional service experiences. My expertise in building rapport, addressing concerns, and understanding customer needs has consistently contributed to positive outcomes. I am eager to leverage my communication and customer service skills to provide outstanding support, resolve inquiries effectively, and contribute to your team’s commitment to excellence. EXPERIENCE Customer Service and Sales Representative Consumer Opportunity Delivered exceptional customer service by managing appointment scheduling, qualifying leads, and assisting customers with signing up for state specific listings, achieving a 70% customer satisfaction rate. Handled high volume inbound and outbound calls, responding to inquiries, resolving concerns, and providing timely solutions to enhance customer experience. Utilized CRM software, including Convoso, to manage customer data, track interactions, and streamline communication processes. Built strong rapport with clients, addressing objections and providing personalized support to drive engagement and retention. Collaborated with sales teams to ensure seamless lead handoffs, contributing to a 20% increase in successful conversions 10/2024 – 07/2025 Remote Prequalifier Calls Experts Managed customer relationships by addressing inquiries and resolving issues promptly. Handled high volume of outbound calls, qualified leads and ensured seamless hand offs to sales team Utilized CRM tools like Vicidial for efficient customer data management.. Provided administrative support, including documentation and reporting. 08/2023 – 07/2024 Remote Customer Care / Administrative Officer Dasodac Global Services Provided top tier customer support by handling daily inquiries, complaints, and requests via phone, email, and in-person interactions, achieving a 90% issue resolution rate. Processed orders, managed account related tasks, and provided accurate product and service information to enhance customer satisfaction. Utilized customer service software, including Zendesk, and LiveAgent, to track inquiries, streamline workflows, and ensure data accuracy. Analyzed and resolved system and operational issues, improving service quality and reducing response times by 25%. Documented customer interactions and generated reports to support operational improvements and team performance evaluations. 01/2022 – 05/2023 Onsite • • • • • • • • • • • • • • EDUCATION Bachelor of Science in Biochemistry University Of Port Harcourt 2018 SKILLS Customer/Client Service Management CRM and Related Apps (Convoso, Vicidial, Zen Desk, Canva, Google Sheets, Docs, Forms, Microsoft Excel, Hubspot, Slack, Teams, Salesforce, Calendly) Multichannel Management Effective Communication Conflict Resolution LANGUAGE English CERTIFICATIONS ALX Virtual Assistant training (2024)