Ifeyinwa Edidaha

IFEYINWA EDIDAHA-,- CUSTOMER SUPPORT SPECIALIST Result driven and reliable customer experience specialist with over 10 years of experience delivering outstanding services and ensuring customer satisfaction. Dedicated to fostering customer trust, resolving issues efficiently and enhancing customer loyalty. Known for a customer first approach and ability to improve service processes using various CRM tools such as HubSpot, Zendesk, Slack, Google Suite and Intercom . A proactive and adaptable team member committed to excellence and continuous improvement in customer engagement. SKILLS HubSpot CRM Management Slack Collaboration Communication Upselling & Cross selling Google Suite Time Management Collaborative Inbound & Outbound Calling Attention to Detail Critical Thinking Problem Solving Multitasking Adaptability Conflict Resolution Active Listening PROFESSIONAL EXPERIENCE August 2019 - Dec 2024 Customer Sales Representative Glover Technologies Ltd Make an average of 100-120 outbound and cold calls daily, generating leads and driving sales opportunities Facilitated smooth transitions by providing the sales team with comprehensive lead information, ensuring a 95% success rate in leads handoffs and improved sales process proficiency. Increased customer retention by 20% by building strong relationships and collaborating with internal team via Slack, resolving issues promptly at first point of contact and providing exception services that outperformed competitors. Regularly monitored and reported on lead generation performance, including conversion metrics which lead to a 30% growth in sales pipeline and enhanced forecasting accuracy of 90% Consistently met and exceeded weekly and monthly performance target, including making 100+ calls, sending 100+ emails and scheduling 15+ meetings per week, using HubSpot for tracking and managing outreach activities. Feb 2013 - June 2019 Customer Sales Representative Multichoice Nigeria Ltd Educated over 100+ clients on policy features, coverage options, ensuring they were fully informed about choices leading to a 20% increase in policy conversions Generated 15+ client referrals per mouth , directly contributing to a 10% growth in client base and revenue increased. Successfully onboarded over 30 employees , resulting in a 25% team efficiency and a faster adaptation to company processes. Collaborated with sales team to streamline client onboarding reducing processing time by 30% and enhancing overall customer satisfaction. EDUCATION NAU, Awka BSc in Zoology (2011)