Raphael
Nonso
Obinwa
Contact
Address
Aba, Nigeria, 523657
Phone
(-
E-mail
obinwaraphaelnonso@gmai
.com
Twitter
@obinwaraphael
LinkedIn
www.linkedin.com/in/obinwara
pahaelnonso
Skills
Stress tolerance
High customer care support
ability
Persuasive ability
Interpersonal skills
Dependability
Self-control
Strong problem-solving
ability
Attention to details
Empathy
Excellent computer skills
Experienced Customer Service Representative // Virtual
assistant // Lead Generation // Telemarketing.
Knowledgeable and dedicated customer service professional with
extensive experience in the telecommunication industry. Solid team player
with an outgoing, positive demeanor and proven skills in establishing
rapport with clients. Motivated to maintain customer satisfaction and
contribute to company success. Specialize in quality, speed, and process
optimization. Articulate, energetic, and results-oriented with exemplary
passion for developing relationships, cultivating partnerships, and growing
businesses.
Work History-
Product Sales and Marketing Manager
Telegate Integrated Network & Investment Ltd, Nigeria
● Promoted the company's existing brands and
introduced new products to the market
● Implemented new sales plans and advertising
● Researched and developed marketing opportunities
and plans, understanding customer requirements
identifying market trends, and suggested system
improvements this leads to a direct sales increase
● Ensured customer satisfaction and assisted them with
issues and concerns which increased customer
retention
● Recruited, trained, scheduled, coached, and
managed marketing and sales teams to meet sales
targets
● Maintained relationships with important clients by
making regular visits, understanding their needs, and
anticipated new marketing opportunities
● Stayed current in the industry by attending
educational opportunities, conferences, and
workshops, reading publications, and maintaining
personal and professional networks.
● Boosted brand awareness and generated leads while
managing internal and external marketing campaigns
and programs.
● Maintained a complete database of files, contacts,
and project materials.
● The managed workflow between staff, coordinating
documents, and creative material distribution.
● Recruited and hired capable team members to add
value and diverse skill sets to the marketing
department.
● Generated reports detailing campaign performance,
customer engagement, and engagement trends.
● Developed a network of related professionals to open
up business opportunities.
● Executed optimal sales strategies to achieve
commercial goals for the target market.
Team Management
Strong Multi-tasking ability
Excellent telecoms customer
experience
Customer Relationship
Management
Customer Relationship
Management
First Call resolution
Inbound Customer Service
Complaint resolution
CRM
Multi-line phone talent
-
Customer Care Representative
MTN Nigeria (Maple Group Franchise), Aba, Abia
● Handled and resolved customers' complaints and
escalated where necessary
● Follow-up on escalated customer issues to ensure swift
resolution
● Generated effective customer lead and maintained a
continuous and effective leadership approach which
increased product sales value
● Promoted Products and Services of the company
which increased sales output
● Engaged in telemarketing and advertisements in a bid
to generate more leads
● Prioritized inbound and outbound calls, quotes, and
sales-related inquiries professionally
● Troubleshoot Technical difficulties as regards network
issues encountered by my customer
● Subscribed/activated and deactivated various
value-added services in meeting customers' present
needs and advising on the best value-added services
to activate and utilize
● Pacified and showed empathy as necessary on events
of network downtime experienced by Customers
● Retrieved lost or damaged Sim cards from customers
when needed
● Crossed sell and upsell companies' products and
services which increased revenue flow and generation
● Give my customer a wow experience as they walked
into the Connect outlet to get their quarries and issues
resolved
● Maintained adequate customer feedback and a way
of generating sales revenue.
● Analyzed customer feedback for process
improvements to achieve long-term business
objectives.
● Assisted call-in customers with questions and orders.
● Leveraged sales expertise to promote products and
capitalize on upsell opportunities.
● Resolved concerns with products or services to help
with retention and drive sales.
● Helped large volume of customers every day with a
positive attitude and focus on customer satisfaction.
● Logged call information and solutions provided into
the internal database.
● Managed supplier deliveries around client need to
increase client retention.
● Created customer profiles by answering questions and
providing tailored experiences based on interests and
agendas.
● Built long-term, loyal customer relations by providing
top-notch service and detailed order, account, and
service information.
● Communicated with clients regarding account
services, statements, and balances.
● Responded to customer needs through competent
customer service and prompt problem-solving.
● Coordinated timely responses to online customer
communication and researched complex issues.
● Navigated multiple computer systems and
applications to find information.
● Maintained clean and orderly checkout areas by
mopping floors, emptying trash cans, and wiping
down surfaces.
Resolved network issues over the phone with 20
customers daily.
Provided onboarding and guidance to other sales
representatives to meet sales goals while growing
opportunities for the business.
● Delivered prompt service to prioritize customer needs.
● Investigated and resolved customer inquiries and
complaints quickly.
● Delivered exceptional customer service to every
customer by leveraging extensive knowledge of
products and services and creating welcoming,
positive experiences.
● Met customer call guidelines for service levels, handle
time, and productivity.
● Responded to customer requests, offering excellent
support and tailored recommendations to address
needs.
● Followed through on all critical inter-departmental
escalations to increase customer retention rates.
● Improved sales abilities and product knowledge
continue to provide optimal service and achieve
quotas.
● Followed up with customers about resolved issues to
maintain high standards of customer service.
.
● Enhanced productivity levels by anticipating needs
promote delivering outstanding support.
● Promoted superior experience by addressing c,
customer concerns, demonstrating empathy, and
resolving problems swiftly.
● Promptly responded to inquiries and requests from
prospective customers.
● Surpassed sales goals through the implementation of
effective marketing strategies.
● Managed timely and effective replacement of
damaged or missing products.
● Communicated personally with colleagues,
freelancers, and clients.
Education-
Degree
University of Nigeria Enugu Campus
Bachelor of Science: Accountancy
