Susan Ukah

SUSAN UKAH LEAD GENERATION SPECIALIST/ SALES SUPPORT. PROFILE CONTACT -- www.linkedin.com/in/susanukah SKILLS Resilience Grit Multitasking Skills Prospecting Research Skills Product Knowledge Cold Emailing Adaptability Research Skills Team Leadership CRM Management Cold Calling Expert in Google Docs Detail-focused and precise Data entry Live-chat operator, and Email Support. Time Management Excellent Communication Skills As a Lead Generation Specialist and Sales Support professional with over 5 years of experience, I’ve developed a deep understanding of how to connect with customers and drive meaningful results. I’m passionate about building strong relationships and offering exceptional service that directly contributes to business success. Whether it’s identifying potential leads or providing ongoing sales support, I focus on understanding customer needs and delivering solutions that create positive experiences. Throughout my career, I’ve built a reputation for being a great listener, communicator, and problem-solver. I believe that each client interaction is an opportunity to strengthen the relationship and ensure customer satisfaction. My commitment to tailoring my approach to each client has allowed me to consistently achieve high levels of loyalty and satisfaction. WORK EXPERIENCE Sales Support Representative Plus Tenders (United Kingdom, Remote) Consistently exceeded sales targets by generating high-quality leads through a multi-channel approach, including cold calls, email campaigns, and targeted outreach efforts. Demonstrated exceptional proficiency in cold calling techniques, maintaining a daily average of 80 outbound calls with a 20% connection rate. Successfully managed and nurtured leads through the sales pipeline, utilizing strategic follow-up techniques to drive conversions. Crafted compelling email campaigns that resonated with prospects, achieving an average open rate of 20% and a response rate of 10%. Lead Generation and verification Specialist Unatus (Remote) TOOLS Hubspot Zendesk Gohighlevel web scraping tools Slack Google Workspace Calendly Microsoft Excel Google Drive Appolo.io Yellowpage Lemlist octoparse EDUCATION Higher National Diploma - occupational therapist Federal school of Occupational Therapy, Lagos Nigeria. March 2024 - Present Feb 2023 - Jan 2024 Generated and verified more than 2000 leads per week through lead generation tools (website scrapers , Apollo.io, Yelp scraper, instant data scraper, Zillow data exporter, Octoparse, and lemlist.) Managed and nurtured leads through personalized communication. Maintained accurate and up-to-date records of all leads and interactions, facilitating efficient follow-up by the sales team. Collaborated closely with the sales and marketing teams to align messaging and strategies. Customer support and sale support HealthLead Initiative (Nigeria, Remote) April 2020 - Feb 2023 Increased revenue by 70% by upselling and cross-selling product Proactively identified and addressed customer pain points, resulting in a 15% reduction in customer escalations and a 25% increase in customer retention. Carried out in-depth research, compiled comprehensive reports, and contributed to 5 special projects annually, providing valuable insights and support for decision-making. Controlled and resolved over 60 customer inquiries and concerns daily via phone, email, or chat, achieving a 95% customer satisfaction rate. Maintained strict adherence to company policies and procedures, ensured 100% compliance with confidentiality requirements, and upheld professionalism in all interactions Generated over 4,000 verified leads monthly for the organization. E-Commerce Customer Support Specialist MemShop House Group Of Companies CERTIFICATIONS Sales Development Representative (Salesforce, In View) On-Demand I.T Skills Training- Digital Witch I.T Support Community Foundations of Project Management (Courser Virtual Assistant Course (ALX Africa) Remote Work Professional CertificationCertiProf Customer Success FundamentalsCustomerSuccessU.org Customer Success Advanced ConceptsCustomerSuccessU.org Customer Success Strategic Management- CustomerSuccessU.org Digital Marketing Certificate- Skillup HOBBIES Reading Volunteering Travelling May 2020- Feb 2022 Effectively managed a high-volume of inbound and outbound customer calls. Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. Answered product questions with up-to-date knowledge of sales and store promotions. Engaged with 60+ customers during shifts, beating call volume targets by 27% Customer care Specialist Hardman Auto Parts and Truck PLC (Nigetria, onsite) Jan 2013 -Dcm 2016 Engaged with customers proactively through various channels, including phone, email, calls, and in-person interactions, resulting in a 95% customer satisfaction rate based on feedback surveys. Demonstrated exceptional problem-solving skills, resolving 90% of customer inquiries and complaints within 24 hours, leading to improved customer retention. Maintained a high level of professionalism and empathy during customer interactions, resulting in a 98% positive customer sentiment score in customer feedback. Implemented a streamlined documentation system for recording customer interactions, leading to a 25% improvement in data accuracy and information retrieval.