Stella Nkeiruka Ugwulor

STELLA UGWULOR Nigeria| --| LinkedIn SUMMARY Highly motivated Virtual Customer Support and Sales Representative with over 5 years of experience in delivering exceptional customer service and driving sales in a remote setting. Proficient in managing customer queries, resolving complaints, and upselling products. Adept at working independently, fostering team collaboration, and implementing process improvements to enhance operational efficiency. Seeking to leverage my skills and experience to contribute to a dynamic team and provide outstanding support. EDUCATION University of Benin – Benin, NigeriaJanuary 2009 – October 2012 BA,Philosophy CERTIFICATIONS ▪ Afrinolly Entertainment–Certified Social Media Associate ▪ Webster Institute Houston, USA - Certified Client Service Specialist & Telesale Professional ▪ Digital Support Community--On Demand IT Skills WORK EXPERIENCE Virtual Customer Support and Sales Representative October 2023 - Present Berylspring Global Ltd – Remote Provided timely and accurate responses to customer queries via chat, maintaining a high customer satisfaction rate. Managed a sales pipeline, effectively upselling and cross-selling products, resulting in a 35% increase in sales revenue. Monitored and addressed customer complaints, proactively offering solutions and ensuring a positive resolution. Kept customers informed about new products, features, and functionalities, contributing to enhanced customer engagement. Suggested and implemented process improvements that increased efficiency by 50%, reducing response time and enhancing support effectiveness. Collaborated with team members to share best practices and streamline workflows, fostering a cohesive and efficient remote team environment. Sales RepresentativeAugust 2020 - October 2023 Esorae Luxury – Hybrid Achieved top sales performance by consistently meeting and exceeding monthly targets through effective prospecting and lead management. Demonstrated strong product knowledge, helping customers understand the value of product options. Conducted needs assessments to uncover potential sales opportunities, leading to a 25% increase in upsell and cross-sell rates. Cultivated a positive customer experience by being the primary point of contact for clients, managing their inquiries and concerns with professionalism. Adapted to remote sales environments, maintaining productivity through efficient time management and self-motivation. Telesales Marketer / Customer Support OfficerMay 2016 – April 2020 IrokoTv Company Limited – Lagos, Nigeria Ensured excellent service standards are maintained by providing timely solutions to customers Put calls across to clients and received calls from clients regarding company’s services Responsible for marketing and building relationship with prospective clients Implemented effective sales strategies, contributing to a 15% increase in subscription renewals Handled escalations and complex customer issues, ensuring timely and satisfactory resolution SKILLS  Customer Support: Expertise in responding promptly to customer inquiries via chat, ensuring a seamless and satisfying customer experience. Communication: Excellent verbal and written communication skills, with a focus on clear and effective customer interactions Sales: Proven ability to build relationships, manage sales pipelines, and effectively upsell and cross-sell products. Team Collaboration: Experience in sharing insights and collaborating with team members to improve service quality. .  Remote Work Proficiency: Strong track record of working efficiently and independently in a remote environment. Problem-Solving: Strong ability to identify customer issues and provide innovative solutions to enhance customer satisfaction TECHNICAL SKILLS CRM Systems: Proficient in Zendesk, HubSpot etc Communication Tools: Experienced with Slack, Zoom, Microsoft Teams Sales Tools: Familiar with Pipedrive, HubSpot Sales Hub INTERESTS Passionate about continuous learning in tech and sales Enjoys working in dynamic environments that require both teamwork and independent problem-solving.