Oghenekaro Fortune Browne

OGHENEKARO FORTUNE BROWNE Fct, Abuja. Nigeria. Customer Service Representative / Sales Professional summary Experienced Customer Service Representative passionate about providing exceptional customer service. Proven ability to resolve complex issues efficiently and effectively. Prides in maintaining rapid response times and upholding a 24-hour email response standard. Demonstrates a strong track record of resolving quality issues swiftly and effectively, fostering trust and long-term client relationships. Experienced in using customer support software and tools. Committed to delivering outstanding service and exceeding customer expectations. Areas of Expertise . Sales and Negotiation. Effective Communication . Time Management. Data Entry and Management . CRM Software Proficiency. Critical Thinking . Customer Relationship Management. Project Management . Active Listening Work Experience Outsource Global Technologies LimitedJan 2024 – Dec 2024 Customer Service Representative Managed high-volume customer inquiries via phone, email, and chat, ensuring timely and effective responses to client concerns. Assisted customers with order processing, including taking orders, handling returns, cancellations, and exchanges, while providing solutions to any issues that arose. Troubleshot product or service-related issues and offered clear, step-by-step guidance to resolve problems. Developed and maintained strong customer relationships by providing personalized support and anticipating customer needs. Handled customer complaints in a calm, professional manner, converting dissatisfied clients into loyal customers by offering effective resolutions. Documented all customer interactions in the CRM system, ensuring accuracy and up-to-date records. Collaborated with other departments (such as sales, billing, and technical support) to resolve complex customer issues and ensure seamless service. Worked with management to identify and implement process improvements, resulting in enhanced customer satisfaction. Achieved and consistently exceeded daily and monthly performance targets for customer satisfaction, response time, and issue resolution. Molina HealthcareAug 2022 – Nov 2023 Cold Caller – Healthcare Insurance Conducted outbound calls to potential clients to introduce healthcare insurance plans and options. Explained plan details, benefits, and coverage choices tailored to individual needs, ensuring clarity and understanding. Answered inquiries related to plan features, premiums, coverage limits, and enrollment processes. Educated potential clients on healthcare reform updates, government regulations, and how the insurance plans align with their needs. Managed and updated lead lists, ensuring accuracy and tracking of call outcomes. Achieved or exceeded daily/weekly call volume and conversion goals. Collaborated with the sales team to schedule follow-up appointments for interested prospects. MPS Ltd | Remote, USASept 2021 – July 2022 Customer Service Representative/Cold Caller Conducted outbound cold calls to prospective customers to introduce company products and services, effectively engaging with leads and generating interest. Utilized scripts and product knowledge to explain offerings and benefits, aiming to secure appointments, sales, or further discussions. Managed a high volume of calls daily, consistently meeting or exceeding call quotas and conversion targets. Identified customer needs and recommended appropriate products or services, providing tailored information to increase customer interest. Handled objections and rejections professionally, maintaining a positive and resilient attitude throughout calls. Maintained accurate records of calls, customer responses, and outcomes in CRM systems for follow-up actions. Worked closely with sales and marketing teams to optimize strategies, refine scripts, and increase lead conversion rates. Provided feedback on customer trends and objections, contributing to the development of more effective outreach strategies. Delivered detailed reports on performance metrics, such as call volume, conversion rate, and lead quality. Education National Diploma in SCIENCE LABORATORY TECHNOLOGY Federal Polytechnic Nasarawa, Nasarawa State.