IJEOMA NGOZI ANGELA
Lagos, Nigeria | - | linkedIn-
Professional Summary
Customer service representative with 5 years of experience in providing exceptional service in remote and
call center environments. Proven track record of achieving high customer satisfaction ratings and
resolving complex issues. Skilled in inbound and outbound calling, relationship building, and
problem-solving.
Skills
● Strong problem-solving and conflict-resolution
abilities
● Proficient in CRM software and call center
tools Salesforce, Hubspot, And Freshdesk
● Relationship building and customer retention
strategies.
● Proficient in remote communication tools-E.g.
Zoom,Slack
● Excellent verbal and written communication
skills
● Proficient in using productivity and project
management tools.g Trello,Asana And
Click-Up
Work Experience
Appointment setter
Auto Giants Mitsubishi -Manassas, VA USA
12/2023 - 04/2024
● Successfully coordinated and set appointments for over 50 client meetings in 3 months.
● Established and maintained positive relationships with clients leading to repeat business and
referrals.
● Managed multiple calendars while ensuring all appointments were scheduled promptly.
● Developed and implemented an efficient appointment scheduling system to improve accuracy and
customer satisfaction.
● Utilized customer relationship management (CRM) software to maintain client information records.
Customer Success Representative
11/2022 - 11/2023
Insurance Supermarket Incorporated – Miami, USA
● Managed a high volume of inbound calls, addressing customer inquiries, providing product
information, and resolving issues, resulting in a 90% call resolution rate.
● Resolved customer complaints and concerns by actively listening, empathizing, and providing
effective solutions, resulting in a decrease in escalations.
● Implemented upselling techniques, leading to a 15% increase in revenue and successfully meeting
monthly sales targets.
● Conducted outbound calls to proactively follow up with customers, resulting in a 20% improvement
in customer retention and repeat business.
● Utilized CRM software to document customer interactions, ensuring accurate and comprehensive
customer records for future reference.
Customer Service Representative
02/2019 - 03/2021
UNION BANK OF NIGERIA – Lagos, Nigeria
● Identified and referred interested customers to relevant sales teams, resulting in an increase in
cross-selling opportunities and contributing to overall sales growth.
● Achieved a 95% customer satisfaction rating by efficiently resolving customer complaints and
providing appropriate solutions, exceeding the organization's service level agreement.
● Conducted customer satisfaction surveys, analyzed data, and implemented targeted service
improvements, resulting in a 20% increase in customer satisfaction scores within the first quarter.
● Collaborated with cross-functional teams, such as loan officers and financial advisors, to provide
comprehensive customer support, resulting in a 10% increase in successful sales conversions and
customer retention.
● Maintained a high level of compliance by adhering to regulatory guidelines and internal bank
policies, ensuring 100% accuracy and confidentiality of customer information.
Client Relationship Officer
06/2017 - 07/2018
DFF Home – Anambra, Nigeria
● Established rapport with online and offline customers, increasing customer retention and a boost in
customer referrals.
● Identified current and future customer requirements by actively engaging with customers, resulting in
improvement in service personalization and customization.
● Collaborated with cross-functional teams, including sales, technical support, and product
development, to address customer concerns, implement improvements, and achieve high customer
satisfaction levels.
● Maintained up-to-date product knowledge, industry trends, and company policies, ensuring accurate
and comprehensive information delivery to customers and enhancing their overall experience.
● Achieved a 20% increase in repeat customers by promptly receiving and attending to inbound
customer inquiries by phone, ensuring a positive customer experience from initial contact.
Education
HND: Accounting
Federal Polytechnic Oko - Oko - Anambra
work; Accounting 101 Auditing Taxation Entrepreneurship
2018
