Mary Chibuzor

OKWUOBI MARY CHIBUZOR CALL CENTER AGENT https://www.linkedin.com/in/mary-okwuobi-b/-- Dynamic call center agent with 5+ years of experience, consistently achieving a 95% customer satisfaction rate. Proficient in handling high-volume inquiries, resolving 82% of issues within the first interaction. Adept at utilizing strong communication and problem-solving skills to enhance customer loyalty and retention. Work Experience Virtual Assistant , Experts Garage Doors . Sep 2024–Mar 2025 Provided administrative support for a team of 8, including document preparation and data entry. Coordinated internal and external communications for meetings, conferences, and client calls. Identify administrative issues with data entry and filing procedures and propose solutions to streamline operations, resulting in a reduction of 15 work hours per week Managed executive calendars, created itineraries, and drafted email correspondence Handled client communications through chat, phone, and email, maintaining a professional and friendly attitude. Appointmnet setter (Hustad Companies) OFFSHORE call center (REMOTE) Feb 2024–Sep 2024 Responded promptly to customer inquiries about roofing services, pricing, and warranties while ensuring accurate and helpful communication Logged customer interactions into the company’s CRM system, tracked issues, and ensured timely updates to records. Engaged with clients to understand their roofing needs, provided information about company services, and addressed any initial questions or concerns with a 45% success rate. Prequalified leads, scheduled roofing inspections, and maintained a consistent follow-up strategy to convert inquiries into sales opportunities. Prequalification officer Premier producers group PPG, (REMOTE), Mar 2023 - Dec 2023 Build and maintain relationships with clients to understand their life insurance needs and recommend suitable life insurance products. Provide consistent and reliable customer service to maintain and grow client base Identified and prospected potential clients by utilizing various lead generation methods, including cold calling Provided exceptional pre- and post-sales service by addressing client inquiries and handling policy modifications with a 35% success rate. Customer support representative/chat support Call Experts (REMOTE) Jan 2022 - Jan 2023 Resolved over 1,500 customer issues monthly, achieving 95% customer satisfaction rate Implemented new chat protocols, reducing average response time by 30% Trained and mentored team of 10 new chat support agents, enhancing overall team performance Utilized CRM software to manage and track customer interactions, improving data accuracy by 15% Scored in top 10% of employees in successful resolution of issues Managed wide variety of customer service and administrative tasks to resolve customer issues Oct 2020 - Dec 2021 Prequalification Specialist / Health and wellness specialist Call Center Agent ( American Campaign), Citizens Disability, Outsource Global, Abuja Facilitated weekly productivity reports in a team that handled over 5,000 disability cases Examined individual cases to ascertain eligibility Handled customer complaints by providing appropriate solutions to guarantee positive outcomes with 30% success rate. Reviewed medicals and other documentation to determine if an individual meets the criteria for disability benefit Interacted with insurance providers to obtain the necessary documents to complete registration. Referred individuals with disabilities to appropriate healthcare providers Education History Higher National Diploma 2019 Federal Polytechnic Nekede, Owerri SKILLS Communication skill Interpersonal skill Negotiation skill Organizational skill Multi-tasking skill Team spirit Leadership Management Problem solving Resourceful & Reliable Time management TOOLS/CRM Salesforce Intercom Vicidial Convoso Ready mode Microsoft Excel/Spreadsheet Wavelength Microsoft office Chase Asana