Juliet Obi

Obi Amaka Juliet Abuja, Federal Capital Territory, Nigeria. - --Customer Service and Business Management || Client Onboarding || Sales and Telemarketing PROFESSIONAL SUMMARY Diligent, detail-oriented customer support representative with about four years of experience, who brings a creative and solution-driven mind-set to every team and project. Proficient in identifying and addressing customer need with efficient and impactful solutions, with a deep commitment to delivering exceptional customer care. Skilled customer support representative who comprehends the intricacies of effective communication, with a talent for building trust and exceeding client satisfaction. Proven ability to troubleshoot complex issues and drive sales growth. SKILLS  Effective time management and organizational prowess.  Exceptional customer service skills.  In-depth understanding of the use of communication and project management tools: Zoom, Loom, Slack, Monday.com, Trello, Clickup, Zoho, Zapier, etc.  Microsoft office suite (Word, excel and PowerPoint)  Technical and live chat support expert.  Skilled communicator (verbal and written) with great interpersonal skills and competence.  Problem solving and adaptability.  Multitasking ability and working effectively under pressure.  Proficient with the use of CRM software: Zendesk, Intercom, Freshdesk, HubSpot, etc. WORK HISTORY 09/2023 05/2024 Virtual Administrative Assistant Digital Witch Support community Duties     Managed customers’ inquiries and feedback, fostering positive relations and exceeding expectations. Achieved a 100% accurate rate, processing 100+ new orders daily, contributing to high customer satisfaction. Maintained a detailed calendar to co-ordinate schedules, tasks and appointments, book/setup meeting, with a view of tone-zone difference, and send prompts and reminders. Delivered exceptional customer support via chat, and phone channels, exceeding performance targets and reduced resolution time by 40%.     05/2022 to 08/2023 Collaborated with cross functional teams to enhance customer service experience and exceed team goals. Provided prompt solutions to technical issues, engaging effectively with over 1000 community members. Monitored forums, documented common issues and created solutions to improve community satisfaction. Conducted training sessions for new team members, ensuring consistent service quality and best practices. Telesales Representative Raffaz Technology Duties  Meet up to 95% of the stipulated monthly leads to be generated which I did through internet sourcing and the use of Apollo.io.  Made outbound calls to customers who are business owners to sell services such as building of website, mobile app designs and digital marketing services as well as displayed a strong focus on goal achievements and results.  Closed over 50% of sales from prospective leads generated via chats, Emails and cold calls.  Coordinated outgoing and incoming client calls for both internal and external customers using Slack and Hubspot to provide office, technical and other needed support, while keeping tabs on clients’ needs and activities to ensure satisfaction for client retention.  Expanded business, service and product portfolio while sourcing new business frontiers and developing relationships.  Increased customer retention rate by over 80% and upsold to over 50% of these clients by offering great after sales follow up with empathic and intelligent conflict resolution skills.  Provided information and advice of the company products and service pricing to prospects, highlighting the competitive advantage compared to other service providers.  Meet activity targets and key performance indicators which includes outbound messages per day, ticket resolution time, follow up calls, sales and leads generated per day.  Effectively balanced new lead generation versus follow up efforts. 01/2019 to 04/2022 Customer Support Representative / Administrative Assistance Pelma Fashion House Duties  Provided remote assistance to over 50+ customers in a day via chats, calls and emails, guiding customers through step-by step solutions and providing clear and concise documentation.  Increased the organizational sales, resulting in over 40% increase of sales of their products and services within the first three months.  Was solely responsible for data entry that includes but not limited to taking new orders, and scheduled delivery of finished products.  Maintained confidentiality and data security for sensitive client information.  Successfully streamlined the offices administrative processes, resulting in a 20% increase in operational efficiency, created timelines and meeting schedules.  Recorded details of inquiries or complaints to maintain up to date records of customer interactions and transactions.  Displayed strong organizational skills while managing multiple projects simultaneously.  Demonstrated excellent communication skills, both verbal and written in other to effectively communicate with customers to provide excellent customer service.  Maintained an updated knowledge base of current products, services, and prices to provide helpful suggestions and recommendations to customers.  Identified trends in customer feedback and recommended product improvements to management teams.  Communicated innovative approaches, and procedures that would increase the efficiency of processes and products to increase our recovery records.  Assisted with training and mentoring new customer support representative staffs.  Collaborated with colleagues to develop strategies for increasing customer loyalty and retention rates. EDUCATION  Bachelor of Science: Agriculture University of Port Harcourt, Rivers State, Nigeria. 09/2020. TRAINING AND CERTIFICATIONS:      Customer Success Fundamentals. CustomerSuccessU.org, May 2024. Professional Diploma in CRM Platforms Management. MTF Institute of Management, Technology and Finance, May 2024. Cold Calling Guide: Master Selling on The Phone. Udemy, February 2024 Best Practices in Customer Support. Udemy, December 2023. Technical Support Fundamentals. Google via Coursera, November 2023.