Lucy Ibe, Customer Service Representative
VIRTUAL ASSISTANT| CUSTOMER SUPPORT | APPOINTMENT SETTER | SALES AGENT | OUTBOUND CALLER| COLD CALLER
PROFILE SUMMARY
Results-driven and customer service-oriented professional with over 2 years of solid experience as a Cold Caller, Chat, Email Support Agent and Appointment Setter. Skilled in generating leads, fostering client relationships, and promoting Sales to drive business growth. Seeking to leverage my excellent communication; written/oral, and sales abilities to contribute to the success of my team.
WORK EXPERIENCE
NOVASTUDIO France
Lead Qualifier | Cold Caller 9/2025 – 12/2025
• Generating leads and prospecting for new clients through cold calling, networking, and referrals.
• Quoting and negotiating product premiums and terms with clients.
• Processing and completing applications, forms, and documentation accurately and efficiently.
• Maintaining client records and updating policy information as required.
• Providing excellent customer service and addressing client inquiries and concerns promptly.
• Qualifying leads properly and making sure they meet company requirements and are ready to take a plan.
• Developing and maintaining strong relationships with clients to promote customer loyalty and retention.
• Meeting or exceeding sales targets and performance metrics set by the company.
• Continuously updating knowledge of products, industry trends, and changes in regulations.
• Collaborating with other departments to ensure policy issuance and client satisfaction.
• Participating in training programs and professional development activities to enhance sales and product knowledge.
SPECIALTY LIFE INSURANCE Ontario Canada
Appointment Setter 10/2023 – 05/2024
• Responding to customer inquiries and resolving customer issues via chat, email, or other messaging platforms.
• Efficiently handled an average of 50 tickets daily in 8-hour shifts.
• Achieved an average support response time of 1-3mins
• Providing accurate and timely information to customers regarding products, services, or policies.
• Assisting customers with troubleshooting technical issues and resolving problems remotely.
• Documenting and maintaining records of customer interactions, transactions, comments, and complaints.
• Escalating more complex or unresolved issues to senior support staff or relevant departments.
• Lead sourcing and generation, as well as booking pitch appointments to sell company offer, B2B.
INSURANCE CONSULTS INC. Remote, Texas
Virtual Assistant| Customer Support
07/2024 – 04/2025
• Handled customer calls, emails, chats, or social media messages, providing accurate and helpful information.
• Educated customers on company’s services, benefits, and usage, as well as company policies and procedures.
• Troubleshot and resolved customer complaints, concerns and technical issues in a fair and timely manner.
• Recorded customer interactions, issues and resolutions in a CRM software.
• Identified and escalated complex issues to senior support agents, technical teams or management.
• Contributed to quality improvement initiatives which included knowledge base updates, refined procedures, accepted practices, process improvement and training programs.
• Worked with other departments to resolve customer issues and improve overall customer experience.
EDUCATION
Bachelor of Science: Electronics and Computer Engineering
Nnamdi Azikiwe University, Awka, Nigeria
2017 – 2023
CERTIFICATIONS
1. Data Analytics
2. Microsoft Excel
3. Data Analysis
4. Leadership
SKILLS OVERVIEW
• Customer service
• Sales
• B2B/B2C
• Detail-oriented
• Critical thinking
• Microsoft Office
• CRM software
• Customer Retention
• Time Management
• Team player
• Organizational skills
