Nwamaka Kareen Ogbukagu

AMAKA KAREEN, Customer Service Representative |Nigeria, Abuja | P: - |-| Experienced customer service representative with 3+ years in remote roles. Skilled in CRM management, customer education, and strategic sales. Improved customer retention by 40% in 6 months and increased customer lifetime value. EXPERIENCE GREEN BANK (MICRO-FINANCE) Customer Service Representative (Remote, Nigeria) 03/2023 – 01/2025 o Optimized team productivity by leveraging Google Sheets and Docs for reporting, enhancing overall customer service performance. o Aligned marketing strategies with customer preferences, resulting in higher response rates and improved customer satisfaction. o Strengthened customer retention by collaborating with sales and product teams to develop features that enhanced the overall customer experience and brand loyalty. o Implemented strategic loyalty programs, boosting customer satisfaction and increasing lifetime value. o Designed customer education initiatives that reduced service inquiries, improving operational efficiency and enhancing the overall customer experience. o Enhanced CRM data accuracy by 65% through a new data validation process, improving customer service efficiency and satisfaction. o Managed 40% more customer complaints than the previous year, strengthening customer loyalty and improving brand perception. o Increased customer lifetime value by fostering strong relationships, leading to higher revenue and repeat business. RENT TO OWN SERVICES Customer Sales Representative | Cold Caller | Appointment Setter (Remote, USA) (06/2022 –09/ 2023) o Proactively conducted outbound calls to potential clients, effectively promoting real estate services and generating qualified leads. o Identified customer needs by asking key questions, gathering budget details, and assessing timelines to match them with suitable property options. o Scheduled property viewings and appointments, ensuring a seamless and engaging experience for prospective buyers. o Built strong customer relationships by actively listening to concerns, addressing inquiries, and offering tailored solutions to drive conversions. o Managed objections and handled complaints professionally, ensuring customer satisfaction and retention. o Upsold additional services to existing clients by following up, identifying further needs, and recommending relevant solutions. o Maintained accurate customer data and lead tracking in CRM software, ensuring efficient followups and sales pipeline management. o Collaborated with team members to strategize and improve sales approaches for higher conversion rates. o Stayed informed about market trends to engage in knowledgeable discussions with potential clients and strengthen credibility. o Consistently exceeded monthly sales targets by implementing effective sales techniques and refining cold-calling strategies. RBI SERVICES, VIRGINIA, USA Customer Sales Representative (Remote, USA) (2021 – 2022) o Handled a high volume of inbound and outbound customer calls, providing detailed information about products and services. o Engaged customers in meaningful conversations to understand their needs, recommend suitable insurance products, and drive sales. o Assisted clients with inquiries, product comparisons, and policy explanations to simplify the decision-making process. o Participated in Zoom training sessions to stay updated on new product offerings, industry regulations, and best sales practices. o Proactively followed up with customers post-sale to ensure satisfaction and offer additional products or services. o Managed customer databases, tracking interactions and updating records for seamless service and future sales opportunities. o Resolved customer concerns professionally, identifying solutions to maintain high levels of satisfaction and trust. o Maintained service quality standards by consistently meeting and exceeding performance metrics. EDUCATION UNIVERSITY OF JOS o Bachelor of Science in statistics 2019 UNIVERSITY OF ZARIA o Masters in information Management 2023 SOFT SKILLS OVERVIEW o o o o o o o o Detailed oriented Problem Solving Effective communication Proficiency in Microsoft Office Critical Thinking Customer Retention Time Management Data Analytic o Organizational Skills TECHNICAL SKILLS OVERVIEW o o o o o o o o Hubspot Microsoft office Google doc CRM Software Power BI Python Tableau Zendesk CERTIFICATIONS o Microsoft o Google Data Analytics ACCOMPLISHMENTS o Exceeded 100% of sales targets throughout the year, driving significant revenue growth for the company. o Built and maintained strong relationships with a diverse client base, increasing client retention by 25%. Recognized as a top-performing sales representative, earning the "Salesperson of the Month" award three times for outstanding sales achievements. o Efficiently managed and resolved 50-60 customer inquiries daily, maintaining a consistently high customer satisfaction rating. o Introduced a streamlined claims processing system, reducing processing time by 30% and enhancing overall operational efficiency. o Earned multiple customer commendations for outstanding service, contributing to a 15% increase in customer retention. o Partnered with the sales team to identify upselling opportunities, leading to a 15% growth in product adoption among customers. o Consistently surpassed key performance metrics, including average handling time, customer satisfaction scores, and first-call resolution rates.