Victoria Gift Unah

VICTORIA UNAH Phone: - Email:- Gender: Female Marital Status: Single Address: **, **, Lagos. Nationality: Nigeria Reliable Customer Service and Tele-sales professional with over four years of providing exceptional customer service and tele-sales expertise. Adept at communicating effectively in English, handling high volume inquiries via multiple communication channels, resolving complex issues, utilizing CRM support tools to log and escalate customer complaints, deliver personalized service and manage customer relationship.  Work Experience January 2024 February 2025 Customer Service Representative MTN (Momo) PSB Ilupeju, Lagos Managed an average of 150-300 daily inbound calls, delivering accurate product information that enhanced customer understanding leading to increased engagement and productivity. Managed irate customers using emotional intelligence which led to customer retention. Proactively responded to calls within 2-5 seconds leading to a 20% increase in customer satisfaction rating. Achieved 100% resolution rate by utilizing CRM tools such as Zendesk, CLM, and Fresh-desk to query, track and log customer concerns. Shortened issue resolution turn-around time by 30% by promptly escalating complex issues to appropriate departments, ensuring swift resolution. October 2022 January 2024 Customer Experience/Telesales Specialist Renmoney Microfinance Bank Effectively handled customer inquiries and complaints via calls and chats, achieving a 98% satisfaction rate by providing accurate and timely solutions. Ikoyi, Lagos Guided over 900 customers in selecting suitable loan products, resulting in a 15% increase in loan applications and successful conversions. Offered personalized services by maintaining a response time of 2-5 seconds on chat and an average handling time of not more than 2 minutes on call which led to customer loyalty and retention. Enhanced follow-up efficiency by 25% through meticulous ticket management using CRM tools to ensure seamless customer experience. Processed loan applications with exceptional accuracy, leading to a 10% improvement in loan approval rates by ensuring complete and compliant documentation. June 2021 - Virtual Chat Support August 2022 Inquistr Remote, Remote Actively handled an average of 150 customer interaction via email and Live-chat, achieving a 95% resolution rate by delivering prompt and effective solutions tailored to meet their individual needs. Optimized complaint resolution workflows, reducing average resolution time by 25% through efficient use of CRM tools such as Live-chat, Slack and Dimello. Utilized emotional intelligence to de-escalate irate customers , leading to a higher satisfaction level and improved loyalty across diverse client profiles. Maintained a response of not more than 2 seconds leading to 30% increase in customer score rating and positive feedback.  Education March 2006 August 2012 Secondary Education - Dream-maker International School February 2017 July 2021 Microbiology - Alex Ekwueme-Federal University, Ebonyi State Senior Secondary School Certificate (SSCE) Agege, Lagos. Bachelor Of Science Abakaliki, Ebonyi State.  Skills Complaint Resolution Excellent Communication Data Entry Email Handling Cold Calling Inbound/outbound Call De-escalation Problem Solving Emotional Intelligence Telesales/Telemarketing Technical Skills (Google Workspace, Microsoft Office, Slack, Dimello, CLM, Freshdesk, Hubspot, Zende  Referees Available on Request