Peace Ozonnadi
Sales Development Representative
Lagos,Lekki
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Azure Technical Support Engineer
Tek-experts Nigeria
Victoria Island, Lagos
08.2018 - Current
- Handled several calls and remote sessions per day to address customer inquiries and concerns with regards to Azure Virtual machine deployment, connection issues, password issues and managing Azure storage services.
- Increased customer satisfaction by resolving issues raised on dynamics 365 CRM application and collaborating with Internal Teams for faster resolution.
- Quickly learned new skills, like critical thinking to troubleshoot issues at multiple levels of complexity and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, troubleshoot and evaluate solutions on resource migration from On-Premises directory to Azure using PowerShell which can serve as a knowledge base.
- Offered friendly and efficient service to colleagues and customers, handled challenging situations with ease and carried out other day-to-day duties accurately and efficiently.
- Participated in continuous improvement by generating suggestions, ideas and engaging in problem-solving activities using soft skills to support teamwork.
Experts (Dynamics Office 365 Ticketing Manager)
Tek-experts Nigeria
Victoria Island, Lagos
10.2021 - Current
- Increased customer satisfaction by assigning all tickets to engineers for timely resolution.
- Used critical thinking to break down problems, evaluate solutions and make decisions or escalate to Technical Advisers for more input.
- Resolved conflicts and negotiated mutually beneficial agreements between engineers and irate customers assuring them that issue will be resolved, while troubleshooting with engineer for prompt resolution.
- Follow up to confirm that each engineer is working on a ticket and has assisted customers properly
- Proactively Identified issues, analyzed information and provided solutions to problems for tickets with missed SLA or engage the Internal Team for resolution or transfer to the right team.
- Worked flexible hours; night, weekend, and holiday shifts.
Inside Sales Specialist
Access Bank PLC
Victoria Island, Lagos
04.2016 - 04.2018
- Developed and deepened customer relationships to drive revenue growth.
- Developed strategic relationships with existing customers by learning preferences and assisting to resolve issues related to their accounts and managing regular communications.
- Managed and recorded leads from outbound telephone marketing and exceeded targeted sales goals through continuous pursuit of new sales opportunities and constant follow up on existing customers.
- Created and updated customer accounts with relevant information.
- Reactivated old accounts, created new ones and established customer credit or debit cards, and set up other payment methods.
- Answered customers' questions regarding products, prices and availability and able to cross-sell other services.
- Staff training at team level for better understanding of the banks products and services as offered.
- Used CRM software to maintain detailed contact logs and account records.
- Managed friendly and professional customer interactions while convincing customers to try the new products.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
Sales Development Representative
Sixth Sense Solution
Remote, US
08.2021 - 12.2021
- Call prospects to discuss about the hospice services we offer and to confirm If they have patients who would need our services
- Directed customer leads to connections department for further assistance.
- Won new business by articulating full value of company's capabilities to prospects.
- Utilized Sales force CRM to manage sensitive client information and update existing and new client profiles.
- Emailed important, relevant information regarding the hospice benefits to clients potential and existing customers.
Inbound Customer Service Representative
Sweet Night Mattress
Remote, US.
05.2021 - 08.2021
- Answered phone and responded to live chats with friendly greeting to create positive inbound calling experience for customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Supported customer questions and issues by gathering data from zoho desk and goggle spreadsheet, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Monitored scheduled shipment dates to promote timely product delivery and follow up on UPS and FedEx to increase customer satisfaction.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction while customer makes the best choice of products suitable for them.
- Resolved complaints to satisfy customers and encourage future transactions.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
Email Support Representative
Access Bank PLC
Victoria Island, Lagos
01.2014 - 03.2016
- Kept accurate records of customer support interactions using defined methods and tools.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Built trusting relationships with clients through open and honest communication.
- Identified and implemented correct solutions to client issues first-time around within established time limits.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created and maintained knowledge base of articles to enable informed service across support team.
Billings and Subscription Representative
Tek-Experts Nigeria
Victoria Island , AND
04.2018 - 08.2018
- Provides excellent professional customer service support to corporate customers globally via phone calls and emails, ensuring customers issues are resolved promptly.
- Carried out day-to-day duties of managing customers' requests as it relates to Microsoft Azure accounts, subscription, and management accurately and efficiently
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Actively listened to customers, handled concerns quickly and collaborate with technical team for technical related issues
- Achieves and maintains target number of cases closed or issues resolved monthly
- Delivered exceptional level of service to each customer by listening to concerns, answering all queries and escalating to Subject matter experts for more help.
- Developed and implemented performance improvement strategies by enquiring for more knowledge on customer handling, technical support and plans to promote continuous improvement.
- Worked flexible hours; night, weekend, and holiday shifts.
Administrative Assistant
Brithon Travel and Tours
Ikeja, Lagos
10.2012 - 12.2013
- Handled client correspondence and tracked records to foster office efficiency.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Organized weekly staff meetings and logged minutes for corporate records.
- Executed record filing system to improve document organization and management.
- Coached new employees on administrative procedures, company policies and performance standards.
Education
Bachelor of Science - Biology Science, Zoology
Nnamdi Azikwe University
Awka, Nigeria 01.2005 - 07.2009
High School Diploma -
Nnamdi Azikiwe University, Afrihub Nigeria
Nigeria 03.2007 - 12.2007
Professional Certifications - Project Management And Sales
Udemy Online Studies.
Online 01.2020 - 01.2020
Professional Training - Customer Service Management
Access Bank Training School
Lagos, Nigeria 2014.03 - 2014.08
MBA - Marketing And Communication
Institute of Business Management
Online 08.2021 - Current
Professional Training - Developing And Implementing Microsoft Azure Infrastructure Solutions.
Microsoft Online Professional Certifications
Online 01.2019 - 02.2019
Skills
Customer technical support
Remote Technical Support
Technical troubleshooting
Technical support escalations
Sales Development
Troubleshooting skills
Excellent communication skills
Customer Service skills
Problem Solving skills
Sales and Lead generation skills
Leadership skills
Additional Information
I enjoy assisting people generally both colleagues and customers and with this, I have been able to build strong rapport and maintain excellent relationship with people in anywhere i find myself.
passionate about assisting people.
I love to see people smile just because i made them happy, i love to give, to help to put smiles on faces.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Experts (Dynamics Office 365 Ticketing Manager)
Tek-experts Nigeria
10.2021 - Current
MBA - Marketing And Communication
Institute of Business Management
08.2021 - Current
Sales Development Representative
Sixth Sense Solution
08.2021 - 12.2021
Inbound Customer Service Representative
Sweet Night Mattress
05.2021 - 08.2021
Professional Certifications - Project Management And Sales
Udemy Online Studies.
01.2020 - 01.2020
Professional Training - Developing And Implementing Microsoft Azure Infrastructure Solutions.
Microsoft Online Professional Certifications
01.2019 - 02.2019
Azure Technical Support Engineer
Tek-experts Nigeria
08.2018 - Current
Billings and Subscription Representative
Tek-Experts Nigeria
04.2018 - 08.2018
Inside Sales Specialist
Access Bank PLC
04.2016 - 04.2018
Professional Training - Customer Service Management
Access Bank Training School
2014.03 - 2014.08
Email Support Representative
Access Bank PLC
01.2014 - 03.2016
Administrative Assistant
Brithon Travel and Tours
10.2012 - 12.2013
High School Diploma -
Nnamdi Azikiwe University, Afrihub Nigeria
03.2007 - 12.2007
Bachelor of Science - Biology Science, Zoology
Nnamdi Azikwe University
01.2005 - 07.2009