Geraldine

Anugwo geraldine Customer Service Representative |-| Email:- PROFILE SUMMARY An Experienced customer service-oriented professional with two year and three month experience as a Cold Caller, a Chat /Phone and Email Support Agent, an Appointment Setter. Skilled in generating leads, fostering client relationships, and promoting Sales to drive business growth. I am Seeking to leverage my excellent communication; written/oral, and sales abilities to contribute to the success of my team. WORK EXPERIENCE Remote, USA 8/2023 – 12/2023 INSURANCE SUPERMARKET Administrative Assistant •Assisting the operations manager in day-to-day activities, such as coordinating schedules,arranging meetings, and managing attendance of the agents. •Provide comprehensive administrative support, including managing schedules, handling correspondence, and organizing files. • Handle customer inquiries, resolve issues, and provide excellent customer service. •Responding to emails from agents, and drafting correspondences. •Collecting and analyzing data, using Domo app and excel to prepare daily and Bi weekly reports on operations and performance indicators for management. •Calculating attendance issues, number of call out, No show and late arrival of agents to send reports to payroll department •Gathering information and resources needed for various projects. •Processing and completing insurance applications, forms, and documentation accurately and efficiently •Maintaining client records, and updating policy information as required by sales manager. RENT TO OWN SERVICES Remote, USA Cold caller |Appointment Setter, Customer Care12 /2022 – 4/2023 Scheduled appointments and property viewings with interested prospects, ensuring a positive and comfortable experience throughout the process. Made outbound calls to potential clients, Effectively communicating and promoting real estate services offered by the company. Paying proper attention to customer inquiries and concerns, providing appropriate solutions and information, thereby fostering stronger relationships. Handled customer complaints with calmness and professionalism, acknowledging and apologizing for any inconvenience, and resolving issues to maintain customer satisfaction. Upsold to previous customers by regularly checking in with them, identifying any problems or additional needs, and recommending suitable products or services. Maintained accurate records of cold calls, customer interactions, and prospects in CRM software, ensuring efficient lead tracking and follow-up actions. Collaborated effectively with team members to provide comprehensive support to potential clients. Stayed updated on real estate market trends to engage in informed conversations 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. MOIST BEACH HOUSE LAGOS, NIGERIA MANAGER02/2021 – 11/2022 Handle customer complaint patiently and professionally resolved them on time. Managing budgets, implementing marketing strategies, and maintaining compliance with laws and guidelines. Staff recruitment and training Establish standards for customer service, ensure adherence to relevant legal, health and safety rules. Handle day to day operations by coordinating with all the departments, Recruit new staffs and train them according to hotel policies. Promoting and marketing the business, including developing ways to attract new customers. Supervise and oversee staff members ECO CONCEPT Remote, United Kingdom Customer Support/Lead generation01/2018 – 12/2019 Responding to customer inquiries and resolving 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  Providing accurate and timely information to customers regarding products, services, or policies.  Assisting customers with troubleshooting technical issues and resolving problems remotely.  Documenting and maintaining records of customer interactions, transactions, comments, and complaints.  Escalating more complex or unresolved issues to senior support staff or relevant departments. Lead sourcing and generation, as well as booking pitch appointments to sell company offer, B2B. EDUCATION Bachelor of Science: Marketing – 1st Degree University of Nigeria - Enugu, Nigeria 2015 - 2018 Bachelor of Science: Hospitality and Tourism – 2nd Degree Brigham Young University Houston, Texas 2019 - 2023 CERTIFICATIONS Digital Marketing Microsoft Office SKILLS OVERVIEW Customer service Sales B2B/B2C Zendesk Detail-oriented Effective communication Problem solving Critical thinking Microsoft Office CRM software Salesforce Hubspot ChaseData Corp Customer Retention Time Management Team player Organizational skills Data analysis ACCOMPLISHMENTS Successfully resolved and closed an average of 50-60 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 a 10% 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 handling time, 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 the Month" three times in recognition of exceptional sales achievement.