JERRY OSHIELE
CUSTOMER CARE REPRESENTATIVE (REMOTE)
ARAD,ROMANIA
Summary
Experienced and customer-focused professional with a proven track record in sales, customer care, and call center roles. Skilled in effectively identifying customer needs, resolving issues, and providing exceptional service to ensure high customer satisfaction and loyalty. Demonstrated success in achieving sales targets, implementing upselling strategies, and driving revenue growth. Proactive problem solver with excellent communication skills and the ability to handle multiple communication channels. Seeking new opportunities to leverage expertise in delivering outstanding customer experiences, driving sales success, and contributing to organizational growth.
Dedicated Call Centre Agent with 8 years of experience in high-volume call handling. Self-motivated to achieve service and call time targets. Shares product knowledge and exceptional customer service skills.
Experienced Call Centre Agent with knack for resolving customer issues promptly and professionally. Boosted customer satisfaction by streamlining call handling processes, resulting in improved feedback. Skilled in building rapport and fostering positive relationships with clients, ensuring seamless customer experience.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
Work History
Call Center Agent
Versatel Marketing
Portharcourt, Nigeria
01.2023 - 12.2023
- Educate customers about products and services, identifying opportunities to upsell or cross-sell based on their needs and preferences, contributing to increased sales revenue and customer loyalty
- Successfully reduced average call resolution time by 20% over the previous quarter through efficient problem-solving techniques and improved product knowledge, contributing to enhanced operational efficiency and customer service excellence
- Actively listen to customers, identify their needs, and skillfully resolve issues and complaints by investigating problems, proposing solutions, and ensuring follow-up to guarantee customer satisfaction
- Deliver prompt and courteous assistance to customers via various communication channels, including phone, email, and chat, addressing inquiries, concerns, and requests with professionalism and empathy
- Consistently maintained an average customer satisfaction rating of 95% or higher based on post-call surveys, reflecting exceptional service delivery and positive customer experiences
- Made 70+ outbound calls to businesses and individuals daily.
- Provided accurate, consistent and meaningful advice to customers to boost retention.
- Used persuasive selling techniques to promote company products and services successfully.
- Conducted market research surveys over the phone to gather valuable consumer insights.
- Documented all phone interactions for record keeping and quality control purposes.
Customer Care/ Sales Rep
Lantern Cafe
Portharcourt, Rivers
01.2022 - 11.2022
- Developed new sales areas and improved sales through various methods, including cold calls, cold mailing, and physical reach-out, resulting in a 20% increase in sales revenue over the past fiscal year
- Actively listen to customers, identify their needs, and effectively resolve issues and complaints by investigating problems, proposing solutions, and ensuring follow-up to guarantee customer satisfaction
- Identify opportunities to educate customers about new products or services and potentially upsell or cross-sell based on their needs and preferences, contributing to increased sales and revenue
- Assist customers promptly and courteously via multiple communication channels (phone, email, chat, in-person), addressing inquiries, concerns, and requests regarding products, services, billing, and more
- Proactively gathered feedback from customers, resulting in a 30% increase in customer feedback submissions, which were used to improve products, services, and overall customer experience
- Resolved customer concerns promptly to maintain satisfaction.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Pioneered innovative sales strategies for increased market penetration.
- Participated in team-building activities, promoting a harmonious work environment.
Customer Care/ Sales Rep
The Silky Place
Portharcourt, Rivers
01.2020 - 01.2022
- Deliver exceptional customer service by promptly responding to inquiries, addressing concerns, and providing accurate information about products and services to enhance customer satisfaction and loyalty
- Consistently exceeded monthly sales targets by 20%, demonstrating strong sales acumen, effective negotiation skills, and the ability to close deals, contributing to the overall revenue growth of the organization
- Follow up with customers to ensure satisfaction, address any post-sale concerns, and build long-term relationships, fostering customer loyalty and generating repeat business opportunities
- Implemented proactive customer retention strategies, resulting in a 15% increase in customer retention rates over a six-month period, reflecting superior customer care and relationship management abilities
- Conduct sales presentations and product demonstrations to showcase features, benefits, and value propositions, effectively persuading customers to make informed purchasing decisions and meet sales targets
- Enhanced brand visibility by participating in trade shows and conferences.
- Developed new business by networking with valuable customers.
- Contacted satisfied customers to offer additional services.
- Increased revenue by acquiring new customers and determining needs to offer relevant products.
- Educated customers about product features and benefits, driving informed purchasing decisions.
Customer Service Representative/Loan Officer
Thornton Hills
Portharcourt, Rivers
01.2019 - 01.2020
- Deliver outstanding customer service by promptly responding to inquiries, addressing concerns, and facilitating loan applications with professionalism and empathy
- Managed approximately 30 incoming calls, emails per day from customers.
- Cultivated strong relationships with clients through proactive communication and personalized assistance, resulting in increased customer satisfaction and loyalty
- Evaluate loan applications, assess applicants' financial backgrounds, and analyze creditworthiness to determine loan eligibility and recommend suitable loan products tailored to customers' needs
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Assisted customers in making informed decisions by providing detailed product information.
- Ensured smooth running of operations with timely preparation of reports.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Offered technical support, leading to enhanced user experience.
Education
Postgraduate Diploma (PGD) - Strategic Management
Institute of Strategic Management
Portharcourt/Nigeria 02.2005 - 02.2006
Higher National Diploma (HND) - Accountancy
Federal Polytechnic, Nekede
Owerri/Nigeria 09.2000 - 09.2002
Ordinary National Diploma (OND) - Banking & Finance
Rivers State Polytechnic, Bori
Digital Marketing - undefined
Google Digital Garage
Introduction to Cyber Security: Stay Safe Online - undefined
Open University
Inventory Management - undefined
HP LIFE e-Learning
Nonprofit Essentials Certificate Program - undefined
NonprofitReady
Nonprofit Essentials: Certificate Exam - undefined
NonprofitReady
Skills
Time management, Organizational skills, Verbal communication, Written communication, Adaptability, Problem-solving, Attention to details, Customer satisfaction, Record-, Leadership, Team management, Sales techniques, Negotiation techniques, MS Office proficiency
undefinedCertification
Digital Marketing, Google Digital Garage, 03/03/20
Languages
English
Advanced
Timeline
Call Center Agent
Versatel Marketing
01.2023 - 12.2023
Customer Care/ Sales Rep
Lantern Cafe
01.2022 - 11.2022
Customer Care/ Sales Rep
The Silky Place
01.2020 - 01.2022
Customer Service Representative/Loan Officer
Thornton Hills
01.2019 - 01.2020
Postgraduate Diploma (PGD) - Strategic Management
Institute of Strategic Management
02.2005 - 02.2006
Higher National Diploma (HND) - Accountancy
Federal Polytechnic, Nekede
09.2000 - 09.2002
Ordinary National Diploma (OND) - Banking & Finance
Rivers State Polytechnic, Bori
Digital Marketing - undefined
Google Digital Garage
Introduction to Cyber Security: Stay Safe Online - undefined
Open University
Inventory Management - undefined
HP LIFE e-Learning
Nonprofit Essentials Certificate Program - undefined
NonprofitReady
Nonprofit Essentials: Certificate Exam - undefined
NonprofitReady
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