Customer Retention Specialist at AG Marketing USA (2025-01 – Present)
- Maintain strong relationship with existing clients, ensuring satisfaction and loyalty
- Identify clients need and provide personalized solution to reduce churn
- Collaborate with the quality and sales team to improve customer experience strategies
- Called Customers on long holds to reduce holds, offering incentives and discounts to get them back on track
- Properly investigate to know if customers follow required intake
- Utilize CRM tools to track engagement, follow up and retention metrics effectively
- Returned voice mail requests from customer
Quality Assurance (Call Evaluation) at SENIOR BENEFITS (Call Experts) (2023-07 – 2025-01)
- Monitored and evaluated inbound and outbound calls to ensure compliance with company policies, service standards, and regulatory requirements
- Assessed agent performance using QA scorecards focused on accuracy, empathy, tone, product knowledge, and issue resolution
- Provided detailed feedback and collaborated with supervisors to conduct coaching sessions that enhanced agent communication and customer service skills
- Generated and analyzed QA reports to identify trends, training needs, and opportunities for process improvement
- Ensured consistency and fairness through regular calibration sessions with QA teams and operations managers
Customer Service Representative at SENIOR BENEFITS (Call Experts) (2023-07 – 2025-01)
- Maintained a positive, empathetic, and professional attitude towards customers at all times
- Properly qualified leads and successfully handed over to a senior advisor
- Pitched sales to uninterested clients and had them buy our services, this was due to efficient product knowledge
- Effective disposition of calls to its proper status
- On time to all company training and meetings and participated fully
Customer Service Representative at RENT TO OWN SERVICES (2023-03 – 2023-07)
- Maintained a positive, empathic, and professional attitude towards customers at all times
- Pitched sales to clients inquired on the website and had them sign-up to our services
- Effective disposition of calls to its proper status
- On time to all company training and meetings and participated fully
Customer Service Representative at INSURANCE SUPERMARKET (2022-10 – 2023-02)
- Maintained a positive, empathetic, and professional attitude towards customers at all times
- Properly qualified leads and successfully handed over to a senior advisor
- Pitched sales to uninterested clients and had them buy our services, this was due to efficient product knowledge
- Effective disposition of calls to its proper status
- On time to all company training and meetings and participated fully
Quality Assurance Specialist at UNITED BANK FOR AFRICA (2022-06 – 2022-10)
- Documenting and reporting product or service quality levels
- Developing and implementing standards for inspection
- Training other quality assurance members on all inspection processes
- Following up with the appropriate channels when mistakes are found
- Developing plans to help a company manage staff work performance
- Creating a workflow for product inspection
Customer Experienced Specialist (Telemarketing Department) at UNITED BANK FOR AFRICA (2022-03 – 2022-06)
- Delivering scripted talks-that describe the company's products service, a political talking point or charity appeal to persuade potential customers or donors
- Explaining products and product prices Answering customer information about products, a charity or political beliefs
- Obtaining customer information such as name and address for shipping products or delivering services
- Keeping track of customers that have been contacted and those who do not want to be contacted in the future
- Following up on previous customers for potential sales
- Maintained records of customer contacts Completing customer surveys to obtain information about potential customers
- Worked with Microsoft Word and Google Docs to complete word processing tasks
Customer Experienced Specialist (Multimedia Unit) at UNITED BANK FOR AFRICA (2021-05 – 2022-03)
- Promptly respond to customer inquiries in person or via phone, email, mail or social media
- Quickly and efficiently open customer accounts by accurately recording account information
- Maintain financial accounts by processing customer adjustments in a professional manner
- Increased customer base by 30% during the year 2020 due to the delivery of quick service
- Kept records of customer interactions and transactions, prepared customer experience and feedback forms to assess level of customer experience with services rendered
- Monitored and analyzed outcomes of customer satisfaction surveys
- Acted as an ambassador of the company for both external and internal customers
