Iwuoha Racheal Uchechi

IWUOHA RACHEAL UCHECHI - CUSTOMER SUPPORT CUSTOMER SUPPORT | COLD CALLER | LEAD GENERATION Customer support professional with 4 years of experience managing customer interactions and delivering practical solutions. Leveraging strong communication and problem-solving skills to address concerns promptly, foster positive relationships, and uphold high service standards.   Proven track record of resolving client inquiries efficiently, ensuring timely responses, and maintaining accurate records. Proficient in Google Workspace, Microsoft Office, CRM tools, and multi-channel communication; committed to optimizing workflows and boosting organizational efficiency. PROFESSIONAL EXPERIENCE Customer Support CEO - Golink Services Feb 2021- Dec2021 Remote • Responded to customer requests for products, services, and company information. • Help large volume of customers every day with positive attitude and focus on customer satisfaction. • Managed high call volume with exceptional professionalism and efficiency. • Responded to customer needs through competent customer service and prompt problem-solving. • Assisted call-in customers with questions and orders. Customer Support Representative Spectranet Ltd. Jan 2022 - Sept 2023 Full time  Implementing a positive customer experience through clear communication and accurate phone etiquette.  Managed high numbers of customer inquiries daily via phone, email, and chat, ensuring a high level of first-contact resolution rate.  Updated and maintained customer records weekly, ensuring data accuracy, improving document organization for faster retrieval and access.  Determining new opportunities by analyzing business needs.  Closing sales and marketing subscription target. Cold Caller & Lead Generation QPS ● ● ● ● ● ● Feb 2024 – Dec 2024 (Contract) Conducted high-volume outbound calls to generate leads, achieving a 15% conversion rate for follow-up appointments. Identified potential leads through research, cold calling, and email campaigns, generating leads monthly for sales teams. Utilized CRM tools (Salesforce) to track call outcomes, update lead statuses, and maintain accurate client records. Delivered tailored pitches to prospective clients, aligning services with their business needs to maximize interest. Collaborated with the sales team to refine call scripts, improving engagement by 10% through targeted messaging. Followed up with leads via email and phone, ensuring timely communication and nurturing client relationships. Executive Virtual Assistant December 2024 Screentime Media Agency. Remote ● High level executive support which includes; scheduling meetings, calendar management,email management and reports presentations. ● Reducing inbox clutter by improving inbox management. ● Entered and maintained records weekly, improving data accuracy. ● Managed emails daily, ensuring prompt response and scheduled meetings monthly. ● Created and maintained reports quarterly, improved decision-making and organize documents. ● Managed tasks simultaneously, ensuring prompt completion, and boosted productivity. SKILLS ● Customer service Customer relationship management ● Conflict resolution ● Data entry ● CRM software ● Knowledge of office software (MS Office, Google Workspace, CRM system) ● Excellent communication (verbal & written) ● Customer relationship management ● Handling inquiries & complaints ● Multi-channel support (phone, email, live chat) ● CRM & helpdesk software proficiency (Zendesk, Salesforce, etc.) ● Time management & multitasking ● Active listening & empathy ● Knowledge of Social Media Platforms (Instagram, Linkedin, X, Tiktok) EDUCATION/ CERTIFICATION University of Port Harcourt B. Sc - Economics. 2021 Upwork Skill Certification Customer Service - 2022 ALX Africa Virtual Assistant course - 2024 REFERENCE Available on Request