Jennifer Chinwendu Ajibo

JENNIFER AJIBO Customer Service Representative SUMMARY Proactive, passionate, and dynamic Customer Service Representative with over 4 years of experience and with proven expertise in customer support, cold calling, lead generation, and appointment setting. Skilled at handling high-volume inquiries, resolving complex issues, and driving customer satisfaction in fast-paced digital environments, managing client relationship, building rapport with clients, handling objections, and driving business growth through strategic outreach. Recognized for delivering exceptional service, solve customer related complex issues, exceeding sales targets, and converting prospects into loyal customers. Adept at using CRM tools and customer service representative working tools to streamline processes and maximize productivity. Highly motivated, results-driven, and ready to bring immediate value to a forward-thinking organization. Passionate about innovation, inclusion and delivering excellent customer experiences and supporting business growth in global remote teams. SKILLS _Customer Relationship Management (B2B & B2C) _Cold Calling, Inbound, Outbound Calling and Appointment Setting. _Conflict Resolution & Problem Solving _Upselling & Cross-Selling _Remote Collaboration & Cross-Cultural Communication _Training & Onboarding New Staff _Workflow Optimization & Knowledge Base Management _KYC Verification & Data Entry _Building Quick Rapport & Trust PROFESSIONAL EXPERIENCE Customer Support Specialist – AmeriSTEAM Edu (US) (Full time) Remote & On-site| Dec 2021 – Jan 2024 _Delivered support to 1,000+ students and parents, achieving a 95% satisfaction rate. _Introduced a knowledge base that cut repeated queries by 5%. _Trained new staff, reducing onboarding time by 10%. _Collaborated with sales to convert 15% of inquiries into leads, driving revenue growth. _Designed a follow-up system that boosted client retention by 22%. and acted as a middle man & appointment setter to fasten registration of Nigeria branch company. Cold Caller – JCA Real Estate & Properties (Contract) Remote | Apr 2021 – Nov 2024 _Conducted an average of 70–100 outbound calls daily to prospects, introducing company services and qualifying and directly supporting the sales team in closing highvalue deals. _Increased sales pipeline by 40% within the first 6 months through effective cold calling and follow-up strategies. _Maintained detailed lead records in CRM systems, ensuring accurate tracking, timely follow-ups, and improved client engagement. _Recognized for exceeding monthly KPIs in lead generation, and outreach performance. _Strengthened customer relationships by listening to prospect needs, handling objections professionally, and positioning solutions that matched client goals. _Strengthened client relationships in property sales and rentals. _Supported remote operations with research and data entry to ensure efficiency. _Trained 30 new staffs and reduced onboarding time by 5%. Customer Experience Officer – OPAY (FinTech) (Contract) Remote | Jun 2022 – Mar 2025 _Supported 5,000+ users with KYC verification and payment issues. _Reduced customer complaints by 40% through proactive issue tracking and resolution. _Partnered with product team to enhance mobile app UX, improving satisfaction scores. _Followed up on loan repayments, directly contributing to revenue growth. _Provided seamless support via email, phone, and social media channels, Slack and Google Meet. KNOWLEDGE OF CRM & TECHNICAL TOOLS 1). Communication tools: Aircall, Ring Central, Gmail, Outlook, Live Chat, Business Suite, WhatsApp Business, Messenger, Facebook, Twitter X, IG, Zoom, Google Meet, Slack, Microsoft Teams. 2). CRM Tools: HubSpot, Zoho CRM, Freshsales, Pipedrive 3). Help Desk and Ticketing System Tools: Zendesk, Zoho desk, Helpscout 4). knowledge Base and Self Service Tool: Confluence 5). Productivity/Project Management and Collaboration Tools: Slack, Zoom, Teams, Google Meet, ClickUp, Google Chat, Trello, Asana, Monday.com, Google Workspace and Microsoft 365( Documents, Spreedsheets, Calenders) 6). Survey and Feedback Tools: Survey Monkey, Google Form, 7). Ai and Automation Tools: Chatbot (ManyChats), ChatGPT 8). File Sharing and Storage Tools: Google Drive, Dropbox, Microsoft OneDrive, WeTransfer 9). Scheduling and Appointment Tools: . Calendly, Acuity, Outlook Calendar, Google Calender EDUCATION AND CERTIFICATIONS - LLB Law – University of Nigeria 2023 - Customer Service Care – Oxford Home Study Centre 2023 - Project Management – Learnali (African Institute) 2023