OSAZE SONIA, Customer Service Representative
Abuja, Nigeria | - | Email:-
PROFILE SUMMARY
Results-driven and customer service-oriented professional with 3 years of experience as a
Cold Caller , Chat /Phone/Email Support Agent . Skilled in generating leads, fostering client
relationships, and promoting Sales to drive business growth. Seeking to leverage my
excellent communication and sales abilities to contribute to the success of my team.
WORK EXPERIENCE
DEMAND DRIVE
Business development representative.
Remote USA
07/2023 - 3/2024
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Prospected and identified potential customers
Conducted market research to find new leads
Reached out to prospects via calls, emails, or social media
Qualified leads to determine their potential as customers
Set up meetings and appointments for the sales team
Built and maintained relationships with potential customers
Provided product or service information to prospects
Collaborated with the marketing team to optimize lead generation strategies
Managed and updated customer relationship management (CRM) systems
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Tracked and reported on key metrics to measure success
RENT TO OWN SERVICES
Cold caller | Customer care representative
Remote, USA
09/2022 - 28/2023
Made outbound calls to potential clients, effectively communicating and promoting real
estate services offered by the company.gb
Qualified leads by asking relevant questions, gathering information about clients' budget,
needs, and timeline.
Scheduled appointments and property viewings with interested prospects, ensuring a
positive and comfortable experience throughout the process.
Actively listened to customer inquiries and concerns, providing appropriate solutions and
information.
Handled customer complaints with calmness and professionalism, acknowledging and
apologizing for any inconvenience, and resolving issues to maintain customer
satisfaction.
Up-sold to previous customers by regularly checking in with them, identifying any
problems or additional needs, and recommending suitable products or services.
Maintained accurate records of cold calls, customer interactions, and prospects in CRM
software, ensuring efficient lead tracking and follow-up actions.
Collaborated effectively with team members to provide comprehensive support to
potential clients.
Stayed updated on real estate market trends to engage in informed conversations with
potential clients.
Consistently met monthly targets for lead generation and call volume.
Actively sought feedback, attended training sessions, and adopted effective cold calling
techniques to continuously refine communication and sales skills, resulting in improved
conversion rates and lead generation success.
INSURANCE SUPERMARKET
Customer service representative
Answered constant flow of customer calls with minimal wait times.
Responded to customer requests for products, services, and company information.
Participated in team meetings and training sessions via Zoom to stay informed about
product updates and changes.
Actively listened to customers, handled concerns quickly and escalated major issues to
supervisor.
Handled customer inquiries and suggestions courteously and professionally.
Reached out to customers after completed sales to suggest additional service or product
purchases.
Updated databases to handle customer data.
Clarified customer issues and determined root cause of problems to resolve product or
service complaints.
Tracked customer service cases and updated service software with customer information.
Followed up with customers about resolved issues to maintain high standards of customer
service.
INSURANCE SUPERMARKET
Sales representative
Remote Florida
12/2021 – 07/2022
Remote, Florida
02/2021– 10/2021
Generating leads and prospecting for new clients through cold calling, networking,and
referrals.
Calling potential clients to gather information about their insurance needs and
analyze their risk profiles.
Presenting and explaining insurance policy options to clients and helping them
make informed decisions.
Quoting and negotiating insurance premiums and terms with clients.
Processing and completing insurance applications, forms, and documentation
accurately and efficiently.
Maintaining client records and updating policy information as required.
Providing excellent customer service and addressing client inquiries and concerns
promptly.
Developing and maintaining strong relationships with clients to promote customer
loyalty and retention.
Meeting or exceeding sales targets and performance metrics set by the company.
Continuously updating knowledge of insurance products, industry trends, and
changes in regulations.
Collaborating with underwriters and other departments to ensure policy issuanceand
client satisfaction.
Participating in training programs and professional development activities to
enhance sales and product knowledge.
GLOBAL WISSEN CONSULT
Customer Support
Remote, United kingdom
02/2020 – 09/2020
- Responding to customer inquiries and resolving customer issues via chat, email, or
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other messaging platforms.
Efficiently handled an average of 50 tickets daily in 8-hour shifts.
Achieved an average support response time of 1-3mins
Providing accurate and timely information to customers regarding products, services,
or policies.
Assisting customers with troubleshooting technical issues and resolving problems
remotely.
Documenting and maintaining records of customer interactions, transactions,
comments, and complaints.
Escalating more complex or unresolved issues to senior support staff or relevant
departments.
EDUCATION
Bachelor of Science: Medical laboratory science – 1st Degree
University of Benin -Edo State, Nigeria
2015 - 2020
Bachelor of Science : Hospitality and Tourism – 2nd Degree
Brigham Young University Houston ,Texas
2020 - 2023
CERTIFICATIONS
Digital Marketing
Microsoft Excel
SKILLS OVERVIEW
Customer service
Detail-oriented
CRM software
B2C
Effective communication
Time management
B2B
Problem solving
Team player
Zendesk
Critical thinking
Organizational skills
Microsoft Office
Data analysis
ACCOMPLISHMENTS
Successfully resolved and closed an average of 50-60 customer inquiries per day, maintaining a
high customer satisfaction rating.
Implemented a new system for handling customer claims, resulting in a 20% reduction in claim
processing time and improved overall efficiency.
Received multiple commendations from customers for exceptional service, leading to a 10%
increase in customer retention.
Collaborated with the sales team to identify potential up-selling opportunities, resulting in a 15%
increase in customer product adoption.
Consistently met or exceeded key performance indicators, including average handling time,
customer satisfaction scores, and first-call resolution rates.
Achieved 120% of sales targets consistently throughout the year, resulting in significant revenue
growth for the company.
Developed and maintained strong relationships with a diverse client base, resulting in a 30%
increase in client retention rate.
Recognized as a top performer within the sales team, awarded "Salesperson of the Month" three
times in recognition of exceptional sales achievement.
