Sophie Ogboluo

OGBOLUO SOPHIE Lagos Nigeria ●- ●-CUSTOMER SERVICE│CUSTOMER RETENTION | LOYALTEAM CONTIBUTOR PROFESSIONAL OBJECTIVES To be hired by your esteemed organization so that I may apply my skills in customer relations to build and maintain solid client relationships, boost revenue, and improve customer retention. PROFESSIONAL SUMMARY My years of experience as a Customer Service Representative, have made me a passionate, committed, and team player with excellent communication skills. I also handle inquiries, resolve complaints, ensure a seamless customer experience, and develop long-lasting, positive relationships with clients. Sophie is Proficient in communicating and collaborating with cross functional teams both internal and external teams to guarantee seamless customer experiences and retention.      KEY SKILLS Microsoft Office Suite/Google Workspace/CRM Excellent communication skills, both written and verbal Strong attention to details Time Management Initiative and Problem solving  Multitasking abilities  Good upselling/ cross-selling skills  Team Collaboration Empathy  Product Knowledge, Eager to take on new tasks and learn fast PROFESSIONAL EXPERIENCE Sales Support/ Customer Experience, Radical Technology Network Limited (Coollink Nigeria) March 2019 – Present Key Responsibilities  Optimizing productivity levels by anticipating needs and delivering excellent support, thereby increasing customer satisfaction by up to 30%.  Initiating and receiving over 30 calls per day from customers, upselling and cross-selling services and presenting relevant product information.  Create accounts for new clients, send quotations and invoices using the company CRM System (Solid).  Create accounts for new clients, send quotations and invoices using the company CRM System (Solid).  Manage and monitor potential, new, and existing customers, keeping track of all correspondences and updates of clients' contact details on the company CRM System (Solid) to ensure team goals are met.  Track sales activities, document and provide weekly and monthly reports via presentations to the management team.  Follow up on clients to ensure their services are renewed in due time (MS365, Sophos, Kaspersky, Peplink, Voip Service, Email Hosting, Konnect service).  Collaborate with other units to ensure improved efficiency and overall service delivery. Customer Service/Dealer Support Representative, Multichoice Nigeria Limited March 2015 - 2019 Key Responsibilities  Provided personalized customer support that went above and beyond the customer's expectations, resulting in a significant increase in customer loyalty.  Received over 100 inbound calls daily by telephone to provide information about products and services, take orders, or cancel accounts, or obtain details of complaints.  Refer unresolved customers' grievances and feedback to designated departments for further investigation.  Document and keep records of customer interaction and transactions, recording details of inquiries complaints, and comments, as well as actions taken. Ensure proper safety and confidentiality measures are taken when necessary.  Provide technical and troubleshooting support to customers to ensure problems are resolved.  Provide daily sales support to dealers by educating them on products and services, the use various applications (MyDstv, MyGotv, DstvNow App, and Explora Decoder features) resolving clients' technical and billing queries at the Dealer stores. EDUCATION Customer Service Relation/Handling Skills Certificate, Learn Smart MARCH 2020 Information Technology [I.C.T] Proficiency Diploma, Choice Computers Limited, JANUARY 2014 BSc Hon Insurance, Imo State University, Owerri. SEPTEMBER 2012 West African Senior School Certificate (WASSCE), Premier Secondary School SEPTEMBER 2007 First School Leaving Certificate, Fairchild Nursery/Primary School SEPTEMBER 2000 REFERENCES Available upon request.