Osilaka Nwaforlor

-•- Abuja, Nigeria Customer Service Representative Osilaka Nwaforlor I am an experienced customer service representative with over four years of extensive expertise in customer support , customer facing-roles, problem solving and delivering exceptional service. I have the proven ability to resolve complex issues handled high volumes of inbound and outbound calls efficiently and effectively. I Pride in maintaining rapid response times and upholding a 24hour email response standard. I maintain a strong track record of resolving quality issues swiftly and effectively, fostering trust and long-term client relationships. I shave experience in using CRM software and tools. I am committed to delivering outstanding service and exceeding customer expectations. Areas of Expertise ● Sales and Negotiation ● Customer Relationship Management ● Product Knowledge and Presentation ● Time Management and ● Active Listening and Problem Solving ● Conflict Resolution and Efficient team collaboration ● CRM Software Proficiency ● Effective Communication and attention to details ● Empathy and Patience Professional Experience Position: Cold Caller Company: Oscar Health insurance Duration: January 2024 – December 2024 Responsibilities: ● Conducted outbound calls to potential clients to introduce and promote healthcare insurance plans. ● Explained the details of various insurance policies, including coverage options, benefits, and pricing. ● Worked to qualify leads and set appointments for sales representatives to close deals. ● Managed a high volume of calls while maintaining professionalism and empathy toward potential clients. ● Effectively handled objections and provided solutions to client concerns, improving conversion rates. ● Maintained accurate records of calls and client information in the CRM system for follow-up and reporting. ● Collaborated with the sales team to refine outreach strategies and improve overall performance. ● Key Achievements: ● Consistently met or exceeded weekly and monthly call and lead-generation targets. ● Developed strong communication skills, building rapport with diverse clientele. ● Contributed to a [X]% increase in lead generation or appointment scheduling through proactive outreach. Active Voices Customer Support Program Assistant June 2023- November 2024 Asked open-ended questions to assess customer needs. Contacted customers to follow up on purchases, suggest new merchandise, and inform them about promotions and upcoming events. ● Maintained current knowledge of products and resources to assist customers with their questions. ● Collected customer feedback and made process changes to exceed customer expectation goals. ● Qualified leads by asking relevant questions, and gathering information about clients' budgets, needs, and timelines. ● Made outbound calls to potential clients, effectively communicating and promoting publishing services offered by the company. ● ● ● Collaborated effectively with team members to provide comprehensive support to potential clients. Resolved customer complaints effectively, maintaining a calm and professional demeanor while acknowledging and apologizing for any inconvenience. Provided effective solutions and information to customer inquiries and concerns, actively listening to their needs and fostering stronger relationships. Devtech Systems Customer Program Support July 2022 — June 2023 I utilized CRM tools like Zendesk to track and manage customer tickets, enhancing the efficiency of support processes. ● ● ● Conducted customer satisfaction surveys and analyzed feedback for refined performance. I optimized and managed customer inquiries with a focus on empathy, particularly for those in distress, resulting in improved customer retention. I developed and maintained customer service protocols while maintaining updated product knowledge • I contributed to my team’s knowledge base, creating documentation to streamline future customer interactions. Education Bachelor of Science in Physiology University of Uyo Advanced Post graduate Diploma in public Health James Lind Institute