Okeke Macjustin

Curriculum Vitae OKEKE SOCHIMA MACJUSTIN Abuja, Nigeria | +234 816 xxx 0663 | xxx @gmail.com Professional Summary Highly motivated and results-driven Customer Care Representative, Appointment Setter, and Telemarketer with over four years of experience in fast-paced B2B and B2C environments across fintech, SaaS, and e-commerce sectors. Proven ability to convert leads, resolve complex customer issues, and schedule high-value demos that drive revenue growth. Strong communication skills, CRM proficiency, and a passion for building trust with customers. Core Competencies • Inbound and Outbound Call Handling • Lead Qualification (BANT) and Nurturing • CRM Management (Salesforce, HubSpot, Zoho) • Objection Handling and Closing • Multichannel Customer Support • Appointment Scheduling and Calendar Management • Customer Satisfaction and First-Call Resolution • Remote Work Discipline and Time Management • Reporting and Data Accuracy Professional Experience Customer Care and Sales Specialist – Chicken Republic, Abuja October 2021 – 2022 - Managed over 80 inbound customer interactions daily, resolving billing, technical, and account-related issues with a 98% first-contact resolution rate. - Maintained a customer satisfaction score above 95% across three consecutive quarters. - Worked closely with internal teams to document recurring issues, reducing repeat tickets by 27%. - Trained and onboarded five new team members on customer support workflows and communication skills. Senior Appointment Setter – GrowthX Africa (Remote) March 2021 – December 2023 - Scheduled an average of 12 or more qualified demos weekly for the sales team. - Applied BANT qualification to ensure high-quality leads and achieved over 80% show-up rates. - Managed calendars across multiple time zones using HubSpot, eliminating double bookings. - Generated pipeline opportunities valued at over $120,000 through outbound prospecting. Telemarketer (Outbound) – FinTech Connect Ltd, Abuja June 2023 – December 2024 - Conducted 100+ outbound calls daily to promote digital payment solutions to SMEs. - Achieved a 15% conversion rate through effective objection handling and rapport building. - Utilized local language cues to improve engagement and reduce call rejection rates. - Maintained accurate records of all interactions in Zoho CRM and submitted weekly reports. Education and Training Bachelor of Law (LL.B) – Enugu State University of Science and Technology, 2023 Certified Customer Experience Professional (CCXP) – CX Institute, 2022 Salesforce Admin Essentials – Trailhead Academy, 2021 HubSpot Inbound Sales Certification – HubSpot Academy, 2020 Lawyering – Law-Lid Solicitors, Abuja, 2025 Technical Skills CRM Systems: Salesforce, HubSpot, Zoho Dialers: Five9, Zendesk Talk, Talkdesk Productivity Tools: Google Workspace, Microsoft 365, Slack, Trello Languages English (Professional), Igbo (Native), Nigerian Pidgin (Native) Additional Information Available for remote roles across CET / UTC+1 time zones. Open to 10–15% domestic travel. Member, Nigerian Association of Call Center Professionals.