Uchenna Michael Maduka

UCHENNA MICHAEL MADUKA Address: NorthStar Garden Estate, Abuja, Nigeria. Postal code: 900107 Tel: (- Email:- PROFESSIONAL SUMMARY & KEY SKILLS Experienced B2B/ B2C sales and customer success professional with a strong background in telesales, lead generation, telemarketing, client engagement & retention. With over 9 years of experience in sales and customer support roles, and a proven track record in driving sales, enhancing customer satisfaction, and implementing successful CRM strategies. Adept at leveraging consultative selling techniques, data analysis, and customer insights to achieve organizational goals. Key skills includes: ● ● ● ● ● ● ● Online Sales & Telemarketing: Sales pipeline management, lead generation, consultative selling. Salesmanship: B2B/B2C sales experience, Expertise in; Lead generation, re-engagement campaigns, customer retention. Customer service: Active listening, empathy, problem Solving, effective communication, time management skills. CRM Proficiency: Salesforce, FreshSuccess, Pipedrive, Apollo, Linkedin navigator, Monday.com, Hubspot, Google Workspace, Trello, Clickup, Slack, 3CX dialer, Vicidial. Lead Management: Lead; research, qualification, nurturing, prioritization, and Sales pipeline management. Market research: Statista, Exploding topics, SurveyMonkey, Think with Google Customer Success & Retention: Customer onboarding, engagement, retention strategies. PROFESSIONAL EXPERIENCE Citizens Disability, Waltham, Massachusetts, Telemarketer / Prequalification Specialist. October 2021– May 2024 ● ● ● ● ● ● Managed High-Volume Campaigns: Successfully handled over 400 outbound calls daily for American-based advocacy group, Citizens Disability (CD). Customer Prequalification: Improved health coverage for disabled American citizens by pre qualifying them for Social Security Disability Insurance (SSDI). Exceptional Customer Support: Leveraged strong communication skills to understand customer needs and provide tailored solutions, achieving a 95% customer satisfaction rate. Product Knowledge: Stayed updated on new products, leading to increased customer retention by recommending the perfect fit for existing customers. Sales Script Mastery: Collaborated with team leads to refine call scripts and messaging, enhancing overall campaign effectiveness. Data-Driven Insights: Analyzed call details to identify customer trends, aiding in strategic decision-making and improving customer loyalty. uLesson Education Technology (K-12 learning) SaaS, (B2B) outbound Sales Representative February 2021 - September 2021 ● ● ● ● ● ● High Contact Volume: Successfully engaging with 500 customers weekly and driving sales conversions to meet a 10% weekly quota, demonstrating exceptional sales performance and customer engagement skills. Customer Research : Identified and targeted potential schools in need of E-learning using Apollo Sales intelligence platform. Utilized effective channels for setting appointments & product presentation including; cold calling, email marketing, social channels, trade shows, conferences. Market Research: Conducted market research using Exploding Topics, SurveyMonkey and statista to identify new sales opportunities and customer needs. Analyzed competitors' products, pricing, and strategies to position the company effectively in the market. Referral activation: Acquired over 400 referrals through targeted lead research and strategic qualification of student and teacher referrals, and leveraged strong relationships and effective communication. Revenue Growth: Surpassed sales targets by over 15% through strategic sales initiatives, including social selling and fostering an online community of engaged users. Account management: Successfully managed school accounts by ensuring consistent follow-up and engagement. uLesson Education Technology (K-12 Learning) SaaS, Customer Success Representative / Student Academic Advisor April 2020 - January 2021 ● ● ● ● ● Lead Management: Utilized FreshSuccess CRM, Google Workspace, and 3CX Dialer to manage 10 enterprise school accounts, supporting over 8,000 students and teachers, ensuring successful implementation of e-learning software. Customer Satisfaction: Attained a customer satisfaction (CSAT) score of 83% and a Net Promoter Score (NPS) of 57%. Client retention: Consistently achieved 75% retention rate through data-driven strategies, including; tracking user data, implementing community support, hosting bi-monthly product training and QA sessions. Community management: built an online community support using Slack, to conduct surveys, polls, collect user feedback and track conversations in real-time. Collaboration: Fostered cross-functional collaboration to enhance the customer onboarding , engagement experience and drive retention. MTN Mobile Telecommunication Service, Nigeria, B2C, Inbound, Customer Service Representative September 2014 - March 2020 ● ● ● ● Responded to an average of 100 inbound customer calls daily, achieving a 95% first-call resolution rate and a customer satisfaction score of 92%. Managed chat support, closing 100 tickets weekly, and resolved customer inquiries and issues, including troubleshooting technical problems and processing orders and subscription upgrades. Utilized Salesforce CRM software to document customer interactions, update account information, and track issue resolution. Consistently met or exceeded monthly performance metrics, including call handling time, customer satisfaction, and sales targets. EDUCATION & CERTIFICATION ● IGBINEDION UNIVERSITY, NIGERIA , Bachelor of Science (B.Sc) Geography & Regional Planning - ● Udemy: The Ultimate Customer Experience Course Bundle, September 2022. ● Udemy: Business Development & B2B Sales for Startups, October 2022. ● LinkedIn Learning: Customer Support Specialist Certification, 2020. ● Microsoft IT support Specialist Professional Certificate - In view