Ozioma Kalu Agwu

OZIOMA KALU AGWU Customer Service Executive Abuja, Nigeria | Nigerian (234) 704 – 179 – 1542 |-PROFESSIONAL SUMMARY I am a results-driven customer service and administrative expert with extensive experience in managing high-volume inquiries in fast-paced call center environments, resolving customer issues efficiently and accurately and, building strong relationships through exceptional support via phone, chat, and email. My key strengths are in rapid problem-solving and conflict resolution, meticulous case management and tracking and unwavering commitment to customer satisfaction. PROFESSIONAL EXPERIENCE Life Insurance Qualifier/ Inbound Customer Service Representative (August 2024 to date) Specialty Life Insurance, Vaughan Ontario, Canada In my role as a life insurance qualifier with SLI Insurance Company, I demonstrated a strong a strong commitment to excellence and achieved notable success:  Earned recognition for consistently generating a good number of qualified leads and converting them into policy sales contributing to the company’s overall growth and profitability.  Effective client and business retention highlighting my dedication to maintaining long term client relationships leading to reduction in policy cancellations and increase in customer satisfaction ratings.  Deliver exceptional customer service and support to clients earning commendation from management for professionalism, empathy, and expertise in guiding clients through the insurance selection process.  As an inbound call representative at Specialty Life Insurance Company, I consistently exceed customer satisfaction targets ensuring each caller felt heard and valued.  Leveraging my role as a life insurance qualifier, I achieved remarkable success in matching clients with tailored insurance solutions, securing their financial futures with enthusiasm and expertise. Call Center Agent (October 2023 – August 2024) Phoenix Lead Company, USA  Served as customer support representative for credit specialist company, addressing client and business owners’ queries related to credit and guiding them towards personalized auto loan solutions to meet their financial needs.  Managed high-volume inbound/outbound calls, resolving customer and business inquiries with empathy and efficiency, achieving 90% customer satisfaction.  Utilized internal tools for accurate case tracking, ensuring seamless follow-up and timely issue resolution, resulting in enhanced customer satisfaction.  Delivered clear, precise information to customers, following standardized procedures, and built trust through active listening and responsive communication.  Reduced call handling time by 20% through efficient methods, increasing team productivity, and effectively escalated complex issues to internal teams for timely resolution. Administrative Legal Assistant & Client Support Specialist (November 2013 - March 2019) Benchmark Legal Practitioner, Lagos Nigeria  Utilized expertise in administrative legal support and customer service to deliver comprehensive solutions, ensuring seamless operations and exceptional client experiences.  Prepared, processed, and maintained legal documents, contracts, briefs, and correspondence, ensuring timely and accurate delivery.  Conducted legal research and prepared advice/reports on various matters (defamation, family land, debt recovery, labor) utilizing reputable sources.  Managed senior associates' itineraries, incorporated companies, and performed administrative duties.  Provided exceptional customer support via phone, email, and in-person, resolving inquiries and concerns efficiently.  Utilized software tools (Adobe Acrobat, Grammarly, LexisNexis) to streamline document formatting, editing, and proofreading. Customer Support & Administrative Assistant (September 2006 – November 2012) Nigeria Television Authority, Lagos, Nigeria  Provided exceptional service, ensuring seamless operations, and driving productivity gains through timely issue resolution, expert calendar management, and efficient data management.  Provided exceptional customer support, responding to inquiries via email and phone, and implemented a knowledge base for FAQs, ensuring timely and accurate information.  Managed executive calendars, coordinated meetings/workshops, and performed administrative tasks (scheduling, presentations, data entry) with precision.  Compiled and presented monthly operational reports and optimized office operations through efficient file management (30% increase in document retrieval) and data management.  Enhanced team productivity and ensured accuracy in business correspondence delivery, fostering seamless inter-departmental communication and customer satisfaction. OTHER EXPERIENCE / VOLUNTEERING Atlantic Conference Leadership Support Initiative| Volunteer Coordinator | May 2006 till date EDUCATION University of Lagos, Lagos. Bachelor of Laws Master of Laws - AREA OF EXPERTISE / SKILLS Technical skill: Proficient in Microsoft office suite, Google workspace, CRM Tools, Email Management tools,Communication and collaboration tools Soft skill: Communication, Customer service, Problem-Solving, Time Management and Organization, Adaptability and Flexibility, Attention to Detail and Accuracy, Multitasking, Relationship Building, Report writing and Presentation skill, Conflict resolution, Creativity, Leadership, Fast learner, Ability to multitask, Work under pressure, Team player, Computer Skills, Customer service, Social media Expertise, Supervision, Performance Improvement, Campaign Management LANGUAGE English