Joan Umunna
Customer Service / Client Support Specialist
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Summary
Results-driven Customer Service Professional with over 2 years of experience transforming challenging interactions into growth opportunities. Proficient in telemarketing, telesales, and strategic selling techniques that
consistently convert conversations into measurable business results. Combines advanced CRM expertise with exceptional communication skills to enhance brand reputation and drive customer satisfaction. Looking to leverage
my proven expertise in a progressive organization where analytical problem-solving abilities can simultaneously
elevate customer experience and accelerate business performance.
Skills
• Microsoft Office: Excel, SharePoint
• CRM: Surf paper, ResolveTo
• Soft Skills: Time Management & Prioritization, Critical Thinking, Leadership & Teamwork, Negotiation,
Creative and Analytical Strategies
Work Experience
Telesales Executive, Cruxstone Development & Investment Limited
Lagos State, Nigeria
01/2024 – 10/2024
• Earned promotion from Customer Service Representative to Telesales Executive due to outstanding performance.
• Spearheaded a team of telesales representatives, delivering training, guidance, and continuous support to
enhance their skills.
• Collaborated effectively with the sales team to devise and implement tailored sales strategies based on
customer segments and prevailing market conditions.
• Conducted comprehensive market research to pinpoint prospective customers and explore new avenues for
business growth.
Customer Service Rep., Cruxstone Development & Investment Limited
Lagos State, Nigeria
06/2023 – 01/2024
• Demonstrated exceptional problem-solving abilities by finding solutions suitable for customer concerns or
issues.
• Delivered outstanding customer service by promptly addressing inquiries, resolving complaints, and ensuring complete client satisfaction.
• Coordinated with the sales team to facilitate seamless customer experiences and efficiently handle customer
feedback.
• Initiated outbound sales calls to prospective customers, presenting product and service offerings while
highlighting key features and benefits.
Telesales Representative, Cruxstone Development & Investment Limited
Lagos State, Nigeria
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03/2022 – 06/2023
Consistently met or exceeded sales targets, focusing on high-volume sales.
Engaged with clients to ascertain their needs, skillfully answering questions and addressing concerns.
Maintained accurate documentation and engaged with clients to comprehensively understand their needs.
Executed a high volume of outbound calls to clients to promote product sales.
Achieved a significant conversion rate of leads to sales while effectively managing time to deliver persuasive
scripted sales pitches.
Admin Secretary/Customer Care, Kredi Microfinance Bank
Lagos State, Nigeria
12/2020 – 10/2021
• Functioned as the primary point of contact for clients and visitors, providing exceptional customer service
and efficiently managing inquiries.
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• Ensured adherence to bank policies and regulatory requirements in all administrative undertakings.
• Prepared and edited correspondence, reports, and presentations, maintaining a high level of accuracy and
professionalism.
Sales Representative, Invanna Tolotolo Fashion Brand
Rivers State, Nigeria
01/2019 – 11/2020
• Enhanced customer satisfaction by establishing and nurturing positive business customer relationships
through strategic phone calls and follow-ups.
• Analyzed market trends and competitor activities to identify new sales opportunities, adapting sales strategies as necessary.
• Ensured timely completion of all deliverables while adhering to the quality standards established by management.
Education
Bachelor of Business Administration
University of Port Harcourt, Rivers State, Nigeria
2014 – 2018
• Relevant Coursework: Financial Accounting, Principles of Marketing, Organizational Behavior, Business Statistics, Operations Management, Business Communication.
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