AMAKA EZENWENYI
Abuja,FCT
Summary
I am very organized and hard working with knowledge and experience in cold calling, I have worked in both Inbound and Outbound campaigns,
I have few years of customer service experience within dynamic, fast-paced industry environments. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction. Motivated to improve service to achieve overall company success. I am a Responsible and dedicated customer service team member with proven multitasking and organizational skills. Proficient in operating in fast-paced environment to coordinate paperwork, strong attention to detail and systematic approach.
I am result driven and I am the best addition to your organization.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Call Center Quality Coach
Call Experts
Remote, Florida
05.2022 - 07.2023
- Trained junior agents on customer service excellence, boosting customer satisfaction rates.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Served as a link between the call center agents and the Team Leaders and Management to ensure that information is passed swiftly
- Created a calm atmosphere to Motivate Call Center Agents so as to achieve maximum result
- Designed strategic schedules, rotas and workloads to promote productivity.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Set office policies and procedures to keep team members coordinated.
- Delivered new hire training and mentored established staff on processes and procedures.
- Identified skills gaps and arranged relevant training to upskill clerical team.
- Achieved daily performance targets, aiding department progression towards sales goals.
Customer Service Representative
Insurance Supermarket INC
Remote, Florida
02.2020 - 04.2022
- Cold Calling Leads
- Accurately Qualifying leads to make sure they are fit to receive Customized quotes from the underwriter
- Answered Phone calls promptly and improved on-hold wait times.
- Resolved Lead issues effectively, using strong interpersonal skills and conflict resolution techniques..
- Scored Quality Live Transfers leading to Sales by using Convincing sales pitch and correctly using Rebuttals when needed.
- Handled Leads complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted Leads with varying questions using product knowledge and service expertise.
- Consistently achieved service rating targets, managing Leads enquiries with personalized care and attention.
- Employed active listening and product expertise to successfully resolve inbound queries.
Human Resource Intern
Nigerian Television Authority
Abuja, FCT
10.2018 - 10.2019
- Recruitment and Onboarding
- Employee Data Management
- Assisted in Coordinating induction training and onboarding procedures for seamless hiring operations.
- Reviewed benefits packages and provider details to help explain processes to employees.
News Writer (Intern)
Radio Nigeria
Abuja, FCT
07.2017 - 09.2018
- News Gathering and research skills
- Excellent writing and editing abilities
- Familiarity with news production software
- Produced stories for traditional and digital platforms, maximizing visibility.
- Pursued and independently developed stories covering broad range of topics.
- Maintained solid grasp of news and trends and current affairs.
- Used reader data to inform and inspire story choices.
Education
Bachelor of Science - Mass Communication
Tansian University
Anambra, Nigeria 10.2015 - 07.2019
CERTIFICATE COURSE - PROJECT MANAGEMENT PROFESSIONAL (PMP), HUMAN RELATIONS MANAGEMENT (HRM).
LINKON NET TECHNOLOGIES
Abuja, FCT 02.2021 - 04.2022
CERTIFICATE COURSE - CUSTOMER RELATIONS MANAGEMENT (CRM), INFORMATION SECURITY MANAGEMENT (ISM).
LINKON NET TECHNOLOGIES
02.2021 - 04.2022
Skills
- Excellent Communication Skills
- Active listening and Empathy
- Problem solving and decision making
- Time management and prioritization
- Ability to multi task
- Data entry
- Adaptability and Flexibility
- Motivational leadership style
- Public Relations
Languages
English
Fluent
Timeline
Call Center Quality Coach
Call Experts
05.2022 - 07.2023
CERTIFICATE COURSE - PROJECT MANAGEMENT PROFESSIONAL (PMP), HUMAN RELATIONS MANAGEMENT (HRM).
LINKON NET TECHNOLOGIES
02.2021 - 04.2022
CERTIFICATE COURSE - CUSTOMER RELATIONS MANAGEMENT (CRM), INFORMATION SECURITY MANAGEMENT (ISM).
LINKON NET TECHNOLOGIES
02.2021 - 04.2022
Customer Service Representative
Insurance Supermarket INC
02.2020 - 04.2022
Human Resource Intern
Nigerian Television Authority
10.2018 - 10.2019
News Writer (Intern)
Radio Nigeria
07.2017 - 09.2018
Bachelor of Science - Mass Communication
Tansian University
10.2015 - 07.2019
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