Prince Ugochukwu Ndionyenmah

Prince Ndionyenmah ABOUT ME With over six years in the BPO industry, I have honed my expertise in call quality monitoring, strategic lead distribution, and data-driven operational management. As a Lead Distribution Specialist, I am responsible for managing real-time lead flow, optimizing dialer performance, and ensuring a seamless workflow between lead generators and agents to maximize production. In my previous role as a Quality Analyst, I developed and implemented comprehensive call evaluation forms and created interactive dashboards to enable real-time visualization of agent performance, compliance, and coaching opportunities. I also worked as a Data Analyst, leveraging tools like Looker Studio, Tableau, and Microsoft Excel to identify operational trends, gaps, and areas for process improvement. My background in telesales and inside sales provides a deep understanding of lead qualification, customer engagement, and revenue generation. I have consistently exceeded sales targets and improved conversion rates across various industries, including insurance, debt resolution, and solar energy. Proficient in CRM platforms (HubSpot, Zoho, Salesforce), dialer systems (Vici Dialer, Ring Central) SQL databases, and call center technologies, I thrive in high-performance environments. My passion lies in leveraging data, strategic analysis, and quality assurance principles to enhance sales processes, optimize operational efficiency, and drive business growth. WORK EXPERIENCE  PREMIER PRODUCERS GROUP – MISSOURI, UNITED STATES LEAD DISTRIBUTION SPECIALIST – 8 JUL 2025 – CURRENT ● Strategic Campaign Management: Managed the daily distribution of leads by resetting data, optimizing dial line levels, and strategically switching campaigns to ensure a consistent flow of "dialable leads" for agents. ● Real-time Operational Oversight: Monitored inbound lead flow in real-time and communicated critical updates to leadership and sales teams, proactively identifying and addressing issues to maintain operational efficiency. ● Workflow & Resource Coordination: Coordinated and managed breaks and lunches for lead generators, working with team leads to balance agent welfare with the critical need to sustain high lead-to-agent ratios. ● Performance-Driven Optimization: Drove post-shift startup by actively communicating with agents and teams to quickly return to peak operational capacity (e.g., 60-70 agents on calls), minimizing wait times and maximizing production. ● Proactive Problem Resolution: Implemented preemptive measures to mitigate common issues, such as agents logging into incorrect campaigns or slow inbound lead flow, demonstrating a forward-looking approach to maintaining a high-performing call center environment.  PREMIER PRODUCERS GROUP – MISSOURI, UNITED STATES QUALITY ANALYST – 7 DEC 2024 – CURRENT ● Monitored and evaluated telesales calls to ensure adherence to quality standards, compliance guidelines, and sales best practices. ● Developed a comprehensive call evaluation form for teams to assess call quality, agent performance, and compliance metrics. ● Provided structured feedback to agents and team leads, identifying areas for improvement and coaching opportunities. ● Designed and implemented interactive dashboards linked to evaluation history, enabling real-time visualization of quality performance trends. ● Integrated dashboards with operational data sources to track agent performance metrics, including call handling efficiency and conversion rates. ● Analyzed quality assurance data to identify patterns, gaps, and training needs, helping improve overall sales and customer engagement. ● Collaborated with team leads and trainers to refine sales scripts and improve agent effectiveness. ● Maintained quality documentation and reporting, ensuring transparency in performance tracking.  PREMIER PRODUCERS GROUP – MISSOURI, UNITED STATES TELESALES SPECIALIST – 2 SEP 2024 – 6 DEC 2024 ● Conducted outbound calls to senior citizens to pre-qualify them for Final Expense Insurance plans. ● Assessed eligibility criteria by gathering information such as age, health status, and interest in coverage. ● Educated potential clients on the basics of final expense insurance before transferring them to a licensed insurance agent for further consultation. ● Used scripted sales conversations to build rapport and ensure a smooth transition to the next stage of the sales process. ● Consistently met daily and weekly call quotas, ensuring a steady flow of qualified leads for licensed agents.  OUTSOURCE GLOBAL TECHNOLOGIES – ABUJA, NIGERIA DATA ANALYST – 2 JAN 2023 – CURRENT ● ● ● ● Supported the senior data analyst, identified and revised reporting requirements Collected and analyzed data from various sources and identified trends, patterns, and insights Prepared and presented reports, dashboards, and visualizations and communicated findings effectively Collaborated with cross-functional teams and campaigns, defined data requirements, and ensured data integrity  OUTSOURCE GLOBAL TECHONLOGIES – ABUJA, NIGERIA DATA ANALYST INTERN – 1 MAR 2022 – 2 JAN 2023 ● Supported the data analyst, identified and revised reporting requirements ● Partnered with the data analyst and software development business analyst team, and identified the appropriate data sources and analysis methodology ● Analyzed user behavior data and funnel metrics, generated recommendations for the product and feature improvements ● Generated reports from single or multiple systems  CALLTASTIC (CONTRACT) – CA, UNITED STATES CUSTOMER SERVICE REPRESENTATIVE – 2 JAN 2024 – 21 MAY 2024 ● Responded promptly to customer inquiries via phone, email, and chat, providing accurate and helpful information. ● Assisted customers in placing orders, resolving product or service issues, and ensuring overall satisfaction. ● Maintained detailed records of customer interactions, feedback, and resolutions in the company's database. ● Collaborated with cross-functional teams to address complex customer concerns and improve overall customer experience.  NATIONAL WASTE ASSOICATES – CT, UNITED STATES COMMERCIAL SALES REPRESENTATIVE – 3 APR 2023 – 19 JAN 2024 ● ● ● ● Conducted outbound calls to prospective clients to introduce National Waste Associates and its services Identified decision-makers and key stakeholders within the target organization Qualified leads by assessing their suitability and interest in our services Scheduled appointments for the sales team with qualified leads, and ensured optimal utilization of their time  ARTISUN SOLAR – KS, UNITED STATES SOLAR ENERGY SALES CONSULTANT – 2 AUG 2021 – 9 NOV 2022 ● ● ● ● Conducted outbound calls, emails, and social media outreach and connected with potential customers Qualified leads based on predefined criteria and ensured alignment with Artisun Solar's products and services Collaborated with the sales team by scheduling appointments and coordinated follow-up activities Maintained accurate and up-to-date records of prospect interactions in the CRM system  CITIZENS DISABILITY – MA, UNITED STATES CALL CENTRE QUALITY AUDITOR – 3 DEC 2020 – 1 MAR 2022 ● Scheduled regular training sessions (e.g. monthly or quarterly) ● Developed and implemented Quality Assurance best practices as well as robust performance measurement model which provided a basis for performance monitoring, appraisal and management ● Monitored and evaluated agents daily performance including inbound and outbound calls, email, live-chat, and voicemail, in real time and historical ● Identified skill gaps among agents and ensured appropriate coaching and training programs are in place to meet skill requirements for optimum Contact Centre Operation  CITIZENS DISABILITY – MA, UNITED STATES CALL CENTRE AGENT – 13 JUL 2019 – 3 DEC 2020 ● Assisted disabled American citizens who are entitled to get social security disability benefits by providing the necessary information needed before they can qualify for disability benefits from the social security administration ● Made and received outbound/inbound calls and put potential clients through a series of easy "yes" or "no" questions to determine their eligibility for certain government disability benefits to which they may be entitled to ● Reached out to claimants who fell within the age bracket of 50-64, and informed them about the services the team had to offer ● Forwarded claimants who answered questions correctly to a disability specialist who proceeded with their evaluation SKILLS Microsoft Office Microsoft Powerpoint Google Suite (Doc, Slides, Form, Sheet, Drive) Bitrix 24 CRM system Microsoft Excel SQL and MS-SQL Visualization software: Tableau, Looker (Google Cloud Platform) Google Zoom CRM Software (HubSpot, Zoho, Airtable, Dynamics CRM, Salesforce) Docs Dialer Software EDUCATION AND TRAINING 2 JUL 2022 – 1 OCT 2022 CA, United States DATA ANALYSIS Udacity Website Udacity.com 6 AUG 2022 – 2 SEP 2022 Lagos, Nigeria VIRTUAL ASSISTANCE ALX - The Room Website alxafrica.com 10 APR 2013 – 9 AUG 2016 Awka, Nigeria BSC BUSINESS ADMINISTRATION Nnamdi Azikiwe University Website unizik.edu.ng 7 DEC 2011 – 5 MAR 2013 Awka, Nigeria NATIONAL DIPLOMA IN BUSINESS ADMINISTRATION Nnamdi Azikiwe University Website unizik.edu.ng LANGUAGE SKILLS Mother tongue(s): ENGLISH