Ikala Glory Ebong

Ikala Glory Ebong Customer Service Representative (- Email 📧 | LinkedIn 🔗 Professional Summary Dedicated Customer Service Representative with proven expertise in delivering exceptional client experiences, resolving complex issues, and managing electronic systems with precision. Adept at handling customer inquiries, improving processes, and leveraging CRM tools to streamline operations. Recognized for excellent communication, leadership, and problem-solving skills. Passionate about exceeding customer expectations and building trustbased relationships. Core Competencies: ● ● ● ● ● ● Customer Relationship Management (CRM) Software proficiency Effective Communication and Active Listening Time Management and Multitasking Data Analysis and Organizational Skills Leadership and Adaptability Persuasion and Negotiation. EXPERIENCE Outsource Global Technology Limited , Abuja Nigeria - Call center agent (customer service representative) Sept 2024 – Feb 2025 • Make inbound and outbound calls, with clients and facility representatives to resolve inquiries and enhance service efficiency. • Manage electronic medical records and also ensure accurate downloading, uploading, and processing of medical records and critical information. • Integrate systems through ERP and navigate through facility websites and portals to streamline workflows. Deliver timely, goal-driven solutions in a fast-paced, international campaign environment. • Citizen Disability (CMDS) Customer, Cold /Warm Caller (Remote) USA -Support Agent/Sales Representative Nov 2023 Aug 2024 • • • • • • • • • • • • Sold the EMR process to clients to help connect their medical records electronically through their portals. Handled inbound and transfer calls related to the Electronic Medical Records (EMR) process, ensuring seamless communication with clients Created and maintained human profiles on the citizen’s disability online portal; downloaded and synchronized medical records accurately. Engaged clients with open-ended questions to collect comprehensive medical and treatment histories for disability benefit applications. Provided guidance and support throughout the EMR process, addressing inquiries, offering updates, and ensuring medical documentation accuracy. Conducted outbound calls to educate clients on the importance of accurate medical records and assist with next steps in the disability application process. Built trust and long-term client relationships by actively listening, addressing concerns, and delivering tailored assistance. Resolved client complaints efficiently and professionally, ensuring high customer satisfaction. Assisted clients in buying, selling, and leasing by leveraging market insights and effective negotiation strategies. Maintained consistent client communication through transparent updates and proactive follow-ups. Utilized CRM tools such as Salesforce, Zoho, CMDS, and Vici Dialers, and collaborated using Slack, APIs, and various online portals. Documented cases thoroughly, escalated issues when needed, and navigated multiple platforms to deliver accurate, timely service. Half Court Hotel and Apartment, Calabar, Nigeria- Front Desk Officer November 2022 - October 2023 • Processed payments with accuracy while maintaining up-to-date reservation records. • Optimized occupancy rates by overseeing the hotel’s reservation system. • Tracked customer feedback through surveys and implemented actionable improvements to service standards. • Fostered a welcoming and efficient guest experience, enhancing the hotel’s reputation. Lexington & Co. (Real Estate Firm) - Real Estate Agent June 2021 - September 2022 • Represented clients in the purchase, sale, and lease of residential and commercial properties, providing comprehensive support throughout each phase of the transaction. • Coordinated and conducted property showings, open houses and private viewings, showcasing properties in a way that highlighted their best features. • Developed tailored marketing strategies for properties, utilizing online listings, social media and traditional advertising to reach potential buyers and tenants. • Established and nurtured long-term relationships with clients, offering personalized advice and guidance on buying, selling and renting properties. EDUCATION University of Calabar , Cross River, Nigeria - Bachelor’s Degree in Physics. (Education) January 2016 - November 2020