Umoke Emmanuella

Emmanuella Umoke, Customer Service Representative COLD CALLER | CUSTOMER SUPPORT | APPOINTMENT SETTER | SALES AGENT | OUTBOUND CALLER PROFILE SUMMARY Results-driven and customer service-oriented professional with 2 years of solid experience as a Cold Caller, Chat/Email Support Agent and Appointment Setter. Skilled in generating leads, fostering client relationships, and promoting Sales to drive business growth. Seeking to leverage my excellent communication; written/oral, and sales abilities to contribute to the success of my team. WORK EXPERIENCE INSURANCE CONSULTS INC. Remote, Texas. Customer Support/Lead generation 12/2022 – 09/2023 - Responding to customer inquiries and resolving customer issues via chat, email, or other messaging platforms. - Efficiently handled an average of 50 tickets daily in 8-hour shifts. - Achieved an average support response time of 1-3mins - Providing accurate and timely information to customers regarding products, - services, or policies. Assisting customers with troubleshooting technical issues and resolving problems remotely. Documenting and maintaining records of customer interactions, transactions, comments, and complaints. Escalating more complex or unresolved issues to senior support staff or relevant departments. Lead sourcing and generation, as well as booking pitch appointments to sell company offer, B2B. REIB CAPITAL GROUP Remote, Colorado. Appointment Setter | Cold Caller 10/2023 – 05/2024 Handled customer calls, emails, chats, or social media messages, providing accurate and helpful information. Educated customers on company’s services, benefits, and usage, as well as company policies and procedures. Troubleshot and resolved customer complaints, concerns and technical issues in a fair and timely manner. Recorded customer interactions, issues and resolutions in a CRM software. Identified and escalated complex issues to senior support agents, technical teams or management. Contributed to quality improvement initiatives which included knowledge base updates, refined procedures, accepted practices, process improvement and training programs. Worked with other departments to resolve customer issues and improve overall customer experience. - - SPECIALTY LIFE INSURANCE Ontario, Canada. Lead Qualifier | Cold Caller 07/2024 – 04/2025 • • • • • • • • • • • Generating leads and prospecting for new clients through cold calling, networking, and referrals. Quoting and negotiating product premiums and terms with clients. Processing and completing applications, forms, and documentation accurately and efficiently. Maintaining client records and updating policy information as required. Providing excellent customer service and addressing client inquiries and concerns promptly. Qualifying leads properly and making sure they meet company requirements and are ready to take a plan. Developing and maintaining strong relationships with clients to promote customer loyalty and retention. Meeting or exceeding sales targets and performance metrics set by the company. Continuously updating knowledge of products, industry trends, and changes in regulations. Collaborating with other departments to ensure policy issuance and client satisfaction. Participating in training programs and professional development activities to enhance sales and product knowledge. EDUCATION Bachelor of Science: Biochemisty Ebonyi State University, Abakiliki Nigeria. 2016 - 2021 SKILLS OVERVIEW • Customer service • Critical thinking • Time Management • Sales • Microsoft Office • Team player • B2B/B2C • CRM software • Organizational skills • Detail-oriented • Customer Retention