Hilary Emerie

CHINEMEREM HILARY EMERIE Customer Care Representative Abuja, Nigeria Professional Summary Results-driven Customer Care Representative with 5+ years of experience in customer service, telemarketing, and appointment setting across real estate, insurance, and technology sectors. Skilled at handling high-volume inbound and outbound calls, resolving issues with empathy, and building lasting client relationships that drive retention and loyalty. Recognized for consistently exceeding performance targets, streamlining customer processes, and contributing to business growth. Strong communicator with expertise in conflict resolution, digital tools, and customer experience management. Holds a B.Sc. in Computer Science and certified in CPR, AED, and First Aid. Work Experience Telemarketer — ISI (Insurance) Sep 2023 – Nov 2024 | Abuja, Nigeria • Generated leads through cold calling, introducing and promoting health insurance products. • Built rapport with prospects, addressing coverage concerns to establish trust and credibility. • Delivered accurate product details, tailoring presentations to client needs and compliance requirements. • Converted leads into qualified prospects through objection handling, averaging 10+ daily live transfers. • Consistently exceeded KPIs with 300+ calls daily, contributing to ISI’s market expansion. Appointment Setter — HyggEoid Properties 2021 – 2023 | Abuja, Nigeria • Prospected and qualified leads through structured outbound calls, aligning client needs with property opportunities. • Built and nurtured relationships with buyers and investors, increasing conversion rates. • Coordinated appointment calendars and follow-ups, reducing no-shows and boosting sales team efficiency. • Improved appointment confirmations by 20% through objection handling and persuasive communication. • Supported agents during client handovers, ensuring smooth transitions and customer satisfaction. • Consistently surpassed weekly and monthly appointment targets. Customer Care Representative — Dream Port 2019 – 2021 | Abuja, Nigeria • Delivered professional support via inbound and outbound calls, ensuring efficient issue resolution. • Handled complaints with empathy and accuracy, escalating only complex cases. • Assisted customers with billing, product/service details, and order processing. • Maintained detailed interaction records, contributing to quality monitoring and service improvements. • Consistently exceeded service standards, earning recognition for customer satisfaction excellence. Education & Training • B.Sc. Computer Science — Imo State University, Nigeria (2024) • West African Senior School Certificate (WAEC) — Model High School (2018) • CPR, AED, and First Aid Certification — SaveaLife.com (NHCP Solutions), Jan 2025 Skills Languages • English — Fluent (C1) • Igbo — Native (C2) Communication Skills • Rapport building • Conflict resolution • Objection handling • Clear verbal and written communication across diverse audiences Organisational & Managerial Skills • Time management • Scheduling • Task prioritization • Accurate data entry and order management Job-related Skills • Customer service • Telemarketing • Appointment setting • Cold/warm calling • B2B & B2C sales • Negotiation Digital Competence • Microsoft Office Suite (Word, Excel, PowerPoint) • Google Suite, Slack, Softphone, Zoom • Intermediate Excel & Google Sheets