Munirat(Munny) Odunewu

MUNIRAT ODUNEWU Appointment Setter,Call Agent, Sales Representative, Customer Relationship Specilaist PROFESSIONAL SUMMARY A professional with experience spanning over seven years in customer service, call handling, sales management, appointment setting and telemarketing, with customers in USA. I excel in effectively communicating product benefits, driving sales and ensuring customer satisfaction to foster repeat business. Adept at handling phone inquiries, supporting team operations and building rapport with even the challenging customers by leveraging persuasive communication techniques. Committed to continuousABOUT growthME and development as I actively seek opportunities to enhance my abilities inserving customers and contributing to the overall success of the company. WORK EXPERIENCE CONSUMER OPPORTUNITY - Call Centre Sales Specialist (REMOTE) 2025 - DATE OMEX FINANCIAL SERVICES - Customer Relationship Specialist (REMOTE) 2022 - 2024 SIMERA SOLUTIONS - Sales Representative (REMOTE) 2019 - 2022 Using CRM software and other relevant tools to manage leads, staying organized, and tracking progress towards sales goals. Handling inbound and outbound communications- typically taking about 100 calls per day, as well as providing customers with sufficient information to ensure a smooth sales experience. Resolving sign-up issues and providing support to customers, facilitating sales, and engaging in telemarketing activities. Building relationships with potential buyers and sellers, understanding their needs and preferences. Managed relationships with vendors including, vendor selection, contract negotiations, escalations and SLA oversight and remediation. Successfully resolved 85% of customer issues on the first call, reducing escalation rates by 20% and showcasing expertise in troubleshooting and problem-solving, resulting in reduced customer frustration and increased efficiency. Maintained a high call volume by resolving an average of 50 customer inquiries daily, achieving a 95% customer satisfaction rate, and improved customer retention by 15% quarterly. Developed and demonstrated in-depth knowledge of products and services, accurately answering 95% of customer questions, and providing tailored solutions to meet customer needs. Generated reports on client activity, sales performance and feedback to track progress and identify opportunities for revenue growth. Handled inbound and outbound communications to assist customers with inquiries, concerns and requests, ensuring a positive customer experience. Acted as a liaison between customers and internal departments to ensure prompt resolution of issues and clear communication. Served as the primary point of contact for clients, addressing inquiries, resolving issues and providing updates on products or services. Built and nurtured relationships with clients to understand their needs, preferences and concerns. Managed client accounts, including onboarding new clients, maintaining client records and ensuring the accuracy of client information. Identified and resolved client concerns or complaints in a timely and effective manner to maintain client satisfaction. CAST CAPITAL - Call Center Agent (REMOTE) 2017 - 2019 Provided accurate information about products and services to assist customers in making informed decisions. Maintained detailed and accurate records of customer interactions using CRM systems. Identified customer needs and recommended tailored solutions to meet their requirements. Achieved and exceeded monthly performance targets, including call handling time, quality assurance and customer satisfaction. Collaborated with marketing teams to upsell and cross-sell product solutions to drive revenue growth. Analyzed customer data to track engagement, identify trends and proactively address potential concerns. EDUCATION LAGOS STATE UNIVERSITY - B.SC SOCIOLOGY, SECOND CLASS UPPER DIVISION UNIVERSITY OF NOTTINGHAM POST GRADUATE CERTIFICATE IN EDUCATION IN VIEW CERTIFICATIONS EF ENGLISH PROFICIENCY TEST JOLLY PHONICS CENTRE, LAGOS JOLLY PHONICS CERTIFICATE SKILL SKILLS Appointment Setting Consultative Selling Effective Communication REFERENCE AVAILABLE ON REQUEST CRM Proficiency MS Office Proficiency Problem Solving Active Listening Negotiation skills Attention to detail English Certi cate Munny Odunewu has successfullycompletedtheEFSETCerti cateandhasearned level: 73 /100 C2 Pro cient R e adin g Listening Awarded on:11 Mar 2025 Understanding the results EF SET CEFR 0-20 21-30 3 1- 40 41- 5 0 A0 A1 A2 B1 Novice B egi nner Elementary Int ermedi a t e 5 1- 60 B2 Upper Int ermedi a t e 61-70 71-100 C1 C2 Advanced P ro ci ent The achieved level is 73/100 on the EF SET score scale and C2 Pro cient according to the Common European Framework of Reference (CEFR). The EF SET score is calculated as an average of the skill section scores. 71 75 R e ading L is t e ning C2 P ro cient C2 P ro cient cert.efset.org/vsYwUK