Gertrude Olisakwe

Highly motivated and detail-oriented professional with over 3 years of experience in customer service, sales support, intake processing, call center operations, and quality assurance. Skilled in managing high-volume client interactions, qualifying leads, gathering and verifying sensitive information, and maintaining accuracy in fast-paced environments. Recognized for strong communication, problem-solving abilities, and a commitment to delivering exceptional client experiences.

Adept at using CRM and case management systems, working with cross-functional teams, and upholding professionalism and confidentiality in all client interactions. Driven, adaptable, and ready to contribute value in customer-focused or operations-based roles.

Need More Information Specialist at Kirkendall Dwyer LLP (2025-01 – Present)

Served as the first point of contact for clients, conducting intake interviews and assessing case eligibility. Collected, verified, and maintained accurate client information in the case management system. Followed up with clients to gather missing documentation and ensure files were complete and attorney-ready. Delivered professional, empathetic customer service while collaborating with internal teams and handling sensitive information confidentially.

• Served as the first point of contact for clients, conducting intake interviews and assessing case eligibility.
• Collected, verified, and maintained accurate client information in the case management system.
• Followed up with clients to gather missing documentation and ensure files were complete and attorney-ready.
• Delivered professional, empathetic customer service while collaborating with internal teams and handling sensitive information confidentially.

Lead Qualifier at Call Experts (2024-01 – 2025-01)

Handled inbound and outbound calls to identify and qualify potential leads for client accounts. Asked targeted questions to assess customer needs and determine lead eligibility. Accurately documented caller information and updated CRM systems in real time. Routed qualified leads to the appropriate sales or service teams for follow-up. Provided professional customer support while maintaining high call quality standards.

• Handled inbound and outbound calls to identify and qualify potential leads for client accounts.
• Asked targeted questions to assess customer needs and determine lead eligibility.
• Accurately documented caller information and updated CRM systems in real time.
• Routed qualified leads to the appropriate sales or service teams for follow-up.
• Provided professional customer support while maintaining high call quality standards.

Sales and Service Consultant at Merritt Hardware (2024-01 – 2024-12)

Assisted customers with product inquiries, service needs, and account support. Recommended products or solutions based on customer needs to drive sales and meet targets. Handled inbound/outbound calls, emails, or chats to resolve customer issues promptly. Processed orders, payments, and service requests accurately. Maintained detailed records of customer interactions in CRM systems. Delivered exceptional customer service to build trust and strengthen client relationships.

• Assisted customers with product inquiries, service needs, and account support.
• Recommended products or solutions based on customer needs to drive sales and meet targets.
• Handled inbound/outbound calls, emails, or chats to resolve customer issues promptly.
• Processed orders, payments, and service requests accurately.
• Maintained detailed records of customer interactions in CRM systems.
• Delivered exceptional customer service to build trust and strengthen client relationships.

Call Center Agent at Citizens Disability (2023-01 – 2024-12)

Handled high volume inbound and outbound calls to assist clients with disability claim questions and application updates. Collected and verified personal, medical, and case-related information with accuracy and confidentiality. Provided clear guidance on the disability claim process while ensuring clients understood next steps.

Entered detailed notes and updated client records in the firm's case management system. Maintained professionalism, empathy, and patience when speaking with clients experiencing difficult medical or financial situations.

• Handled high volume inbound and outbound calls to assist clients with disability claim questions and application updates.
• Collected and verified personal, medical, and case-related information with accuracy and confidentiality.
• Provided clear guidance on the disability claim process while ensuring clients understood next steps.
• Entered detailed notes and updated client records in the firm's case management system.
• Maintained professionalism, empathy, and patience when speaking with clients experiencing difficult medical or financial situations.

Bachelor of Science in Sociology – University Of Ilorin (2011-01 – 2016-12)