Weune Obozekhai

I am highly motivated, I believe in getting the job done right and my years of experience (and results) in Customer service/success, telesales and User/portal management will attest to that. I possess the ability to handle high volumes of customer inquiries, resolve issues promptly, and drive sales growth and this applies to both remote and in-person roles, where I consistently exceed performance targets and demonstrate a keen ability to improve both customer satisfaction and business outcomes.

In my current role, I am responsible for managing a high volume of customer interactions daily. With a strong focus on customer retention, handling over 50 client interactions daily, maintaining a high level of customer satisfaction through personalized solutions and prompt issue resolution. My communication skills and attentive listening have also resulted in a high problem and request resolution rate on first contact with the clients and a 92% customer satisfaction score. I am skilled at upselling products and services, achieving a 20% sales conversion rate and consistently securing 15 new clients every month.

Previously, I worked as a Customer Success and Identity Management Officer at NIBSS, where I specialized in assisting customers with BVN and identity issues. I resolved 98% of inquiries on the first point of contact and streamlined internal processes, cutting the wait time in almost half. Additionally, I was proactive in assisting customers which helped retention rates as well. I was also tasked with training new recruits (just after 6 months) and did that successfully, showing my leadership and mentoring abilities. In my earlier role as a Customer Service Representative with Aero Contractors, I demonstrated the ability to handle a high volume of customer interactions while also maintaining a high satisfaction rate. This role involved addressing customer complaints, booking flights, and offering additional services such as premium seating and baggage allowances. My ability to build rapport and collaborate with various departments also led to a significant reduction in service resolution time, improving the efficiency of operations. In both roles, I had quite a number of clients who would specifically request that I handle their requests. 

My key strengths lie in my ability to build strong customer relationships, problem-solving and ability to work easily with a team. I excel at identifying and understanding customer needs and providing tailored solutions that drive both customer satisfaction and sales growth. In addition to these, I am adept at using CRM systems such as Freshdesk and Zendesk, ensuring that customer data is accurately tracked and service tickets are handled efficiently. I am also proficient in Microsoft Office Suite, monitoring tools (like Grafana), and have experience with remote communication tools, which makes me adaptable and effective in virtual work environments.

With all these qualifications (summarized) I am convinced that I will be a valuable addition to your team.