Umoh Etido David

Umoh Etido David - ⬌ Kubwa, Abuja ⬌-⬌ www.linkedin.com/in/umohetido TELESALES, CUSTOMER SUPPORT | B2B & B2C | INTAKE & QA ANALYST Cold/Warm Leads Calling & Chat/Email Support | Data Entry | Training & Onboarding A seasoned telemarketing, customer support specialist, and trainer with vast experience in the call center industry, with an emphasis on cold & warm leads conversion, email, messaging, chat, and phone customer support. Strong affinity for customer satisfaction, incredible written and oral communication, and data visualization and analysis. WORK EXPERIENCE Telesales & Quality Assurance Specialist Sep. 2023 – Nov. 2023 uLesson Education - Freelance Monitor and evaluate call quality, providing feedback to sales representatives on areas for improvement. ● ● ● Create policies, procedures, and guidelines for the Sales, Customer Service, and Retention teams. Enhance the team's quality through training on better sales techniques and customer engagement. Analyze call data, identify opportunities, and provide performance recommendations. Telesales Specialist Mar. 2023 – Sep. 2023 uLesson Education - Jabi, Abuja. Convert both warm and cold leads in B2B and B2C sales. ● ● ● Achieved high conversion rates, showcasing effective lead-to-sale performance. Maintained a favorable call-to-sale ratio, ensuring efficient deal closures and productivity. Optimized Average Handling Time for enhanced productivity and customer satisfaction. Data Analyst | Google Sheets & Data Studio Proficient Aug. 2022 – Mar. 2023 Freelance - Remote. I offer a strong foundation in data analysis tools, creating user-friendly reports and visualizations in Google Data Studio, and a commitment to data-driven decision-making. Quality Supervisor Aug. 2022 – Mar. 2023 Outsource Global Technologies Limited - Mabushi, Abuja. Supervised eight (8) teams delivering quality support and telesales services to diverse clients. ● ● ● Trained and supervised Quality Analysts, optimizing the effectiveness of the QA team. Conducted call and ticket mirror-audits and calibration sessions. Ensured high call and ticket quality, analyzed gaps and root causes, and devised action plans. Umoh Etido David Quality Assurance Analyst & Trainer - Dec. 2021 – Aug. 2022 Outsource Global Technologies Limited - Mabushi, Abuja. Conducted daily audits, identified quality trends, and trained agents to drive improved quality. ● ● ● Engaged in in-house and client calibration sessions for consistent policy and process alignment. Shared quality reports, recommendations, and updates via email with agents and management. Onboarded and trained new and existing customer service agents as needed. Intake & Data Entry Specialist Mar. 2021 – Dec. 2021 Citizens Disability - Waltham, MA (Remote). I played a crucial role in the early stages of assisting individuals pursue Social Security disability benefits. ● ● ● Collected and inputted crucial personal, medical, employment data, and related information. Assessed clients to confirm Social Security eligibility and offered empathetic support to clients in difficult situations. Ensured accurate completion and submission of required forms and documents. Telesales & Customer Support Specialist Jan. 2021 – Mar. 2021 Outsource Global Technologies Limited - Mabushi, Abuja. Managed high call volumes in a fast-paced environment, building lucrative client relationships. ● ● ● Efficiently converted both inbound and outbound leads, exceeding project goals and targets. Effectively probed to determine service needs while maintaining high emotional intelligence. Utilized and managed various CRM tools such as Sales Force, Five9, 3CX, Zendesk, Slack, etc. EDUCATION Bachelor of Science, Economics - Second Class Honors (Upper Division) Oct. 2018 Federal University of Lafia, Nasarawa State SKILLS AND PROFICIENCIES ● ● ● Proficiency in Google Suite (Docs, Sheets, Slides, and Data Studio). Detail-oriented with distinct multitasking abilities and excellent communication skills. Data entry, documentation, data visualization, analysis, and reporting concepts and techniques. HOBBIES & INTERESTS Internet surfing, research, singing, writing, watching movies, and cooking. REFEREE(S) Available upon request.