CHIGOZIE MITCHELLE NKATA
Summary
Results-driven Sales Development Representative (SDR),Customer Service Representative with over 4 years of experience in outbound/Inbound prospecting, lead qualification, and appointment setting across international markets. Proven ability to engage decision-makers via phone and email, qualify leads using structured frameworks, and book high-quality meetings for sales teams. Highly skilled in CRM tools, pipeline management, and high-volume call environments, with a strong focus on revenue growth and conversion metrics.
Overview
1
1
Certification
6
6
years of post-secondary education
7
7
years of professional experience
Work history
Customer service representative, SDR
Baytech Recovery
Califonia, united states of america
2025.11 - 2026.06
- Ensured smooth flow of communication between clients and sales team.
- Overcame objections to secure appointments for sales team.
- Generated reports detailing daily appointment-setting quotas and goal achievements.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Utilised CRM system for accurate record keeping.
- Managed a high volume of inbound calls to book appointments.
Sales Development Representative (SDR) / Appointment Setter
Language Service Associates (LSA)
Illinois
2023.06 - 2025.08
- Booked qualified discovery and sales meetings for Account Executives, consistently meeting daily call and appointment targets.
- Executed high-volume outbound and inbound calls, engaging and qualifying prospective clients for language interpretation and translation services, contributing to increased client acquisition.
- Followed up with warm leads and nurtured prospects to move them through the sales funnel.
- Researched and segmented leads to improve outreach relevance and conversion rates.
- Maintained and updated lead and activity records in CRM systems to ensure accurate pipeline data and support sales efforts.
- Coordinated with sales and operations teams to align client needs with service offerings, enhancing customer satisfaction and service delivery.
Sales Development Representative (SDR)/ Appointment Setter
College Advisors
2021.09 - 2023.01
- Handled inbound inquiries and converted them into booked appointments through consultative conversations.
- Qualified leads based on interest, eligibility, and readiness, and scheduled consultations for senior admissions advisors.
- Performed outbound prospecting to engage prospective students and parents interested in college admissions and advisory services.
- Managed follow-ups via phone and email to increase show-up and conversion rates.
- Updated CRM systems with lead notes, call outcomes, and appointment statuses.
- Worked across different time zones to support international prospects and meet outreach targets.
Call Centre Agent / Customer Service Representative
Citizens Disability (Outsource Global)
2021.02 - 2022.05
- Handled 60 inbound calls daily, consistently achieving call targets and KPIs.
- Executed multitasking while delivering high-quality customer interactions.
- Provided accurate information and support to clients regarding disability-related services.
- Coordinated communication between customer service, account management, and quality assurance teams to enhance service delivery.
- Accurately captured and updated customer information in company databases.
Sales Associate / Customer Service Representative
Redgees Fashion Outlet
Abuja
2019.01 - 2021.02
- Identified target markets and educated customers on the brand’s products and value proposition.
- Conducted sales pitches and meetings with corporate and institutional clients.
- Provided personalised customer recommendations based on preferences, body type, and budget.
- Developed and maintained a customer database to support marketing and retention efforts.
- Implemented a referral bonus strategy that increased customer acquisition.
- Managed administrative and operational tasks efficiently.
Education
Bachelor of Engineering (B.Eng) - Chemical and Petroleum Engineering
Federal University of Uyo
Akwa Ibom, Nigeria 2016.09 - 2022.07
Skills
- Customer Support & Complaint Resolution
- Call Handling & Appointment Scheduling
- Active Listening & Effective Communication
- Customer Retention & Empathy
- Time Management & Resilience
- Data Entry & Documentation
- Interpersonal & Teamwork Skills
- Salesforce, Zendesk, Vici Dialer
- Mondaycom
- Microsoft Office Suite
Certification
- Customer Service Online Course – Alison (Online Education App) February 2021 – August 2021
- Effective Communication Skills
- Active Listening Techniques
- Problem-Solving Strategies
- Conflict Resolution Methods
- Customer Relationship Management (CRM)
- Service Excellence & Customer Satisfaction
- Telephone and Email Etiquette
- Time Management for Customer Service Professionals
- Software Development Training – Alison, W3Schools, Codecademy September 2021
- HTML
- CSS
- JavaScript
Language
English - Proficient
References
References available upon request
Projects & Accomplishments
The Rubies Cooperative (NGO) An organization focused on providing scholarship opportunities for out-of-school children and skill acquisition programs for graduates and teenagers.
Timeline
Customer service representative, SDR
Baytech Recovery
2025.11 - 2026.06
Sales Development Representative (SDR) / Appointment Setter
Language Service Associates (LSA)
2023.06 - 2025.08
Sales Development Representative (SDR)/ Appointment Setter
College Advisors
2021.09 - 2023.01
Call Centre Agent / Customer Service Representative
Citizens Disability (Outsource Global)
2021.02 - 2022.05
Sales Associate / Customer Service Representative
Redgees Fashion Outlet
2019.01 - 2021.02
Bachelor of Engineering (B.Eng) - Chemical and Petroleum Engineering
Federal University of Uyo
2016.09 - 2022.07