EDUCATION
YABAKA AGNES
• Bachelor of Science in
Political Science & Education
LinkedIn view
— Delta State University,
PROFESSIONAL SUMMARY
Proactive and results-oriented Customer Service Representative and Appointment Setter with 4+ years of
hands-on experience in managing client relationships, resolving issues, and optimizing customer satisfaction
in both retail and digital environments. Adept at CRM management, cold calling, onboarding, and virtual
assistance with proven success in high-volume call and support environments. Trained in Customer Success
and Communication, seeking a remote opportunity in Customer Service, Virtual Assistance, or Appointment
Setting.
KEY ACHIEVEMENTS
♦ Consistently delivered top performance by generating over 120 qualified leads in Q2, exceeding
individual campaign targets by 35% and setting a new team benchmark — Cold Caller
♦ Successfully scheduled and confirmed client consultations with a 90% appointment success rate,
consistently surpassing monthly performance targets and contributing to business development efforts
— Appointment Setter/Customer Service
♦ Effectively reduced member churn by 30% through consistent, proactive support, onboarding
optimization, and value-driven communication strategies — Customer Service Manager
Nigeria, 2021
AREAS OF EXPERTISE
Customer Service & Support
Cold Calling/Lead Generation
Appointment Scheduling
Customer Relationship
Management (CRM Systems)
Client Onboarding/Retention
Sales Support & Prospecting
CORE SKILLS AND COMPETENCIES
♦ Excellent Communication Skills: Skilled in verbal and written communication across phone, email, and
chat; able to explain complex information clearly and empathetically to diverse audiences.
♦ Customer Relationship Management (CRM): Proficient in using CRM tools (e.g., HubSpot, Zoho,
Salesforce) to manage leads, track interactions, and maintain accurate client records for follow-ups and
performance tracking.
♦ Problem Solving & Conflict Resolution: Strong ability to de-escalate difficult situations, resolve
Community Engagement
Email & Chat Support
Complaint Handling
Conflict Resolution
Virtual Assistance
customer complaints, and provide effective solutions that improve satisfaction and promote client
retention.
♦ Time Management & Multitasking: Capable of managing multiple tasks, deadlines, and communication
channels efficiently in a remote setting, ensuring timely follow-up and service delivery.
♦ Lead Generation & Appointment Setting: Competent in cold calling, prospecting, and setting qualified
appointments while maintaining a consultative approach that drives conversions and builds rapport.
WORK EXPERIENCE
COLD CALLER
Cutting Edge Agency (Remote)
|Mar 2024 – Present|
♦ Proactively initiated and completed 150+ cold and warm outbound calls per week, consistently
maintaining a 90%+ contact rate and engaging prospects with a consultative approach.
♦ Achieved a 30% conversion rate of leads into qualified appointments, significantly boosting the sales
pipeline and directly supporting the revenue objectives of the agency.
♦ Developed and implemented customized call scripts tailored to target audience segments, resulting in a
25% increase in appointment booking rates through more compelling prospect interactions.
♦ Maintained accurate and up-to-date records in the CRM system, including call outcomes, lead status,
scheduled follow-ups, and feedback, enabling data-driven team decisions.
♦ Continuously analyzed lead behavior, feedback, and conversion trends to identify outreach gaps and
refine calling strategies, improving overall team performance.
TECHNICAL SKILLS
CRM Tools (HubSpot, Zoho,
Salesforce) | Google
Workspace (Docs, Sheets,
Gmail) | Microsoft Office
Suite | Zoom, Slack, Trello |
Email & Live Chat Platforms
(Zendesk, Intercom)
APPOINTMENT SETTER & CUSTOMER SERVICE REP
Alpha Outreach (Upwork | Remote)
|Nov 2022 – Feb 2023|
♦ Delivered real-time support via phone and email, improving customer issue resolution efficiency by 40%
through clear communication, active listening, and prompt escalation when necessary.
♦ Maintained 100% adherence to Service Level Agreements (SLAs) by responding to non-voice inquiries
such as chat and email within a 24-hour window, enhancing customer satisfaction.
♦ Accurately managed and updated client information in CRM systems, ensuring data integrity,
streamlined follow-ups, and improved visibility across team workflows.
♦ Guided customers through product platforms and ordering processes, offering clear, step-by-step
support that reduced confusion and enhanced user confidence.
♦ Commended by team leadership for attaining the highest customer satisfaction score during peak
campaign season, reflecting consistent service excellence and reliability.
CUSTOMER SUCCESS MANAGER
Digital Witch Support Community (Remote)
|Jan 2021 – July 2022|
♦ Conducted over 150 targeted outbound calls per week, engaging both new and existing members to
foster strong relationships and ensure continuous value delivery within the community.
♦ Designed and facilitated personalized onboarding experiences, resulting in a 35% increase in member
retention during the first 90 days of platform engagement.
♦ Provided timely and empathetic resolution to escalated member issues, enhancing satisfaction levels
and contributing to a 40% rise in positive feedback and community trust.
♦ Partnered with cross-functional teams including moderators, content creators, and developers to plan
and deliver interactive digital events and training sessions, increasing overall member engagement.
♦ Systematically gathered, documented, and analyzed member feedback to identify trends and
implement platform improvements, aligning offerings with user needs and expectations.
CUSTOMER SERVICE REP
Stance Boutique, Nigeria
|Dec 2019 – Nov 2020|
♦ Provided personalized, high-quality service to over 100 in-store customers daily, efficiently addressing
inquiries, processing returns, and guiding purchase decisions to drive customer satisfaction and loyalty.
♦ Operated Point-of-Sale (POS) systems and conducted end-of-day cash reconciliations with 100%
accuracy, ensuring seamless and error-free financial reporting.
♦ Resolved customer complaints promptly and empathetically, successfully de-escalating issues and
converting over 80% of dissatisfied customers into repeat clients.
♦ Managed daily inventory restocking and shelf organization, leading to a 20% improvement in product
availability and a reduction in out-of-stock occurrences.
♦ Collaborated on strategic store layout adjustments to enhance foot traffic flow, streamline customer
navigation, and reduce checkout wait times by 15%.
TRAINING, COURSES AND CERTIFICATIONS
CUSTOMER CARE PROFESSIONAL – Caring Institute
CUSTOMER SERVICE FOUNDATIONS – LinkedIn Learning
COLD CALLING & APPOINTMENT SETTING – Udemy
CUSTOMER SERVICE REPRESENTATIVE – Oleren
CUSTOMER SUCCESS MANAGER – Digital Witch Community
LANGUAGE
English
