Ogechukwu Ada Lorretta Anoliefo

OGECHUKWU ADA LORRETTA ANOLIEFO :: Customer Support Specialist || Administrative Assistant :: https://www.linkedin.com/in/ogechukwu-ada-lorretta-anoliefo ::-PROFILE SUMMARY __________________________________________________________ With 7 years of diverse industry exposure, I'm an experienced Customer Support Specialist skilled in managing high-volume calls, resolving complaints, implementing innovative solutions to improve customer experience, and utilizing CRM and project management tools. I possess excellent multitasking skills, am tech-savvy, and have strong communication and interpersonal skills with a passion for building long-term relationships with clients and colleagues. I am committed to delivering exceptional customer experiences and am eager to leverage my skills to drive success in a customer-centric role. EDUCATION ________________________________________________________________________ Godfrey Okoye University, Enugu | Nigeria Jan. 2019 - Nov. 2021 M.Sc. International Relations (Summa Cum Laude) Caritas University, Enugu | Nigeria BSc. Mass Communication Oct. 2007 - Nov. 2011 PROFESSIONAL EXPERIENCE_______________________________________________________ Lead Intake Sept. 2022- Present Five Star Cash Offer (Remote) Indiana, USA ❖ Answered and responded to incoming calls and emails from potential clients on Salesmate and Resimpli. ❖ Conducted initial client consultations to determine their real estate needs and provided appropriate information and resources ❖ Assisted buying agents with administrative tasks, including scheduling appointments, and managing client databases ❖ Accomplishment - I have been able to increase lead conversion and efficiency, improve customer satisfaction and data analysis, and also enhance team performance . Customer Relations || Discord Moderator Oct. 2021- Jul. 2022 MetaAngelDAO NFT Project (Remote) Sydney, Australia ❖ MetaAngelDAO Africa Representative - Source for investors, NGOs, Charities, Businesses and NFT Projects to partner with and collaborate with. ❖ Detected, mitigated, and protected the community members from bots, spam, shills, FUD and other malicious interactions and actors. ❖ Collaborated with the Opensea technical team whenever there was a detected cybercrime or attack on the company’s open-sea account or members’ wallet ❖ Performed daily updates to the company’s social media channels in order to increase customer engagement, promote the company's online presence, and moderate the discord community. ❖ Accomplishment - The rate of cybercrime attacks on the wallets of community members dropped significantly during the 2nd project mini-launch. Members of the community reported no security, privacy, or data breach on their Metamask wallets, OpenSEA wallets, or Discord servers. Appointment Setter || Telemarketer 8i Homes Real Estate & Modern Concept Solar (Remote) Nov.2021 - Jun.2022 Florida, U.S.A ❖ Made over 250 cold phone calls daily to establish first contact with potential customers and set meetings with salespeople through CRM /Project management tools - Hubspot, Calltools, Podio, Open Phone, GoHigh Level, Salesmate, Calendly ❖ Secured contracts, negotiations, and all aspects of sales to finalize purchases and surpass customer expectations. ❖ Consulted homeowners who needed to cut cost on electric bills in Florida and provided them with viable solar options ❖ Accomplishment: I generated a minimum of 15 prospective leads each week Call Center Agent || Tech. Support Associate Jan.2020 - Mar.2022 Nig. Comm. Commission’s Emergency Communication Ctr. Enugu, Nigeria ❖ Resolved between 450 - 600 customer issues per shift by addressing caller's emergencies, and dispatched to the proper emergency units necessary (Fire service Police, Road Safety, Ambulance, etc) through the implementation of a computer-aided dispatch system developed by NCC and escalated unresolved problems to upper management ❖ Trained new employees in customer service script recitation, conflict resolution, and data entry procedures and responsible for assigning permissions and setting up computers to assist with onboarding new employees ❖ Performed regular database firewall/windows updates. ❖ Collaborated with the software development team to ensure there are no reported bugs and errors in newly released software, ❖ Accomplishment: For eight consecutive months, I was named the Best Agent of the Month, based on customer satisfaction, speed of resolution, and availability. Customer Service Specialist & Operations Associate Jun. 2021 - Dec. 2021 Herbal Goodness (Remote) Texas, United States ❖ Communicated with internal personnel to provide status updates for shipping and receiving dates, as well as to facilitate smooth material returns to the appropriate vendors. ❖ Answered an average of 50 calls, emails, and faxes per day, addressing customer inquiries, solving problems, and providing product information with the aid of CRM and project management tools/software such as Zendesk, Tidio, Asana ❖ Integrated Shopify and Amazon with product listings, product data feed for stock and product status automation, and also implemented necessary on-page SEO elements to boost page and domain authority ❖ Investigated, evaluated, and resolved disputes and chargebacks forwarded on zendesk or Tidio ❖ Monitored the company’s e-commerce platforms (Amazon and Shopify) to detect possible fraudulent behavior related to card usage and contact cardholders for further investigation ❖ Assisted in testing new platforms or software features and supported customers through navigating the company, Amazon, or Shopify sites or using the products or services ❖ Accomplishment: I developed initiatives to improve customer service that resulted in a 90% reduction in customer wait times. Broadcaster (OAP - On Air Personality) || Ass. Broadcast Tech. Mar. 2017 - Dec. 2019 Enugu State Broadcasting Service (ESBS) Enugu, Nigeria ❖ Hosted youth shows thrice a week, reaching over 450 listeners and earning high ratings and a loyal sponsor base. ❖ Interacted with audience members via phone calls and personal commentary on musical selections, political events, and other topics of interest. ❖ Announced commercials, song changes, and breaking news segments for radio broadcasts using automation systems. ❖ Controlled audio equipment to regulate the volume and sound quality during radio broadcasts and also observed monitors to determine audio levels and ascertain that programs are airing. ❖ Monitored the strength, clarity, and reliability of incoming and outgoing signals and adjusted equipment as necessary to maintain quality radio broadcasts. ❖ Achievement: Programs were aired at the right allotted time. Successful broadcast during live broadcasts. No prolonged signal or downtime issues Customer Service Representative & IT Help-Desk Support Agent Jan. 2014 - Feb. 2017 Zenith Bank PLC Enugu, Nigeria ❖ Served as primary point of contact for customers (both external and internal) ranging from transaction disputes to technical and device deployment and general banking services via various channels (phone, email, chat) in order to provide exceptional customer service. ❖ Investigated and resolved all chargeback requests submitted by customers or incoming chargebacks from other issuing banks. ❖ Processed and activated customers' ATM cards. In addition to customer profile setup and integration on Zenith e-banking platforms (mobile banking, internet banking, e channels, etc.), I assisted them further with online and mobile banking navigation. ❖ Executed wire transfers, stop payments, account transfers, stop cheque, account closures, loan payments and applications, and BVN enrollment. ❖ In the absence of the department head, I occasionally served as a supervisor, ensuring the smooth operation of the customer service unit. ❖ Accomplishment: I received multiple positive reviews acknowledging my dedication to excellent customer service and prompt response to dispense error, and fraudulent activities on financial transactions or ATM cards. SKILLS _____________________________________________________________________________ ❖ Customer Service/Support and Resolution ❖ Innovative analyzer, Empathetic, Objective, and Intuitive ❖ Administrative support | Telemarketing | Cold Calling ❖ Time management, team building, organizational, and analytic skills ❖ Outstanding written and verbal communication skills ❖ Proficient in Microsoft applications, Google Suite, and Internet applications or services. ❖ Competent in CRM & Project Management Software / tools-Analytic HubSpot, Trello, Salesmate, Zoiper, Zendesk, ASANA, Calltools, Tidio, Podio, GoHigh Level, Resimpli, Slack, etc ❖ Familiar with eCommerce tools-Shopify, Amazon ❖ Email management, Data entry, and Database Management CERTIFICATIONS __________________________________________________________________ ❖ Introduction to Cybersecurity (CISCO) ❖ Project Management Essentials Certified (Management and Strategy Institute) ❖ Research Ethics ❖ Introduction to CRM with Hubspot (COURSERA) ❖ Microsoft Server Administration (APTECH - MCSA) INTERESTS_AND_ACTIVITIES_______________________________________________________ Volunteering and community involvement, foreign language (German and Spanish), peer tutoring, sports (Badminton). REFEREES Available on Request _______________________________________