Tessy Udoh

I aim to find a suitable position with a high level of responsibility in your organization that will enhance my experience and skills to meet business objectives and support commitments to customer service, employee development, continuous improvement and profitability

Loan Officer / Collector - Credit Direct Limited - Lagos

(2023-02 - 2025-12)

• Identified and engaged potential clients to promote diverse lending products, including personal, commercial, and mortgage loans.
• Conducted in-depth financial analysis, evaluating credit reports, debt-to-income ratios, and collateral to determine risk and creditworthiness.
• Guided applicants through the end-to-end loan process, ensuring all documentation met federal compliance and internal policy standards.
• Structured repayment schedules and interest rates based on risk profiles to ensure a profitable yet sustainable lending portfolio.
• Monitored aging reports to proactively identify delinquent accounts and initiate immediate outreach via phone and written correspondence.
• Negotiated debt settlements and modified payment plans for high-risk clients, successfully reducing the overall delinquency rate (e.g., by 15%).
• Resolved complex payment disputes with a firm but empathetic approach, maintaining positive client relationships while securing financial recovery.
• Managed the escalation process, including the preparation of files for legal action or asset repossession when necessary.

Sales Representative - TTTech Nig Ltd - Lagos

(2021-11 - 2023-01)

• Prospected and qualified new leads through cold calling, networking, and social selling to consistently expand the client base.
• Managed the full sales cycle from initial outreach and product demonstrations to final contract negotiation and closing.
• Consistently met or exceeded monthly and quarterly sales quotas, contributing to year-over-year revenue growth.
• Maintained an accurate sales pipeline within CRM software (e.g., Salesforce, HubSpot) to track progress and forecast future earnings.
• Developed and nurtured long-term relationships with key accounts to ensure high retention rates and identify upselling opportunities.
• Conducted needs-discovery sessions with potential clients to tailor product presentations and solutions to their specific pain points.
• Collaborated with cross-functional teams, including marketing and product development, to align sales strategies with customer feedback and market trends.
• Resolved customer concerns and objections with a solution-oriented approach, ensuring high levels of client satisfaction and brand loyalty.

Customer Care Representative - RN Nig Ltd - Lagos

(2018-03 - 2021-10)

• Served as the primary point of contact for customer inquiries, providing timely and accurate information regarding products, services, and company policies.
• Resolved complex customer complaints and technical issues by identifying root causes and implementing effective, long-term solutions.
• Managed high-volume communication channels, including inbound calls, emails, and live chats, while maintaining high satisfaction ratings (CSAT).
• Processed orders, returns, and exchanges efficiently, ensuring all transactions adhered to company guidelines and financial protocols.
• Built and maintained positive rapport with a diverse client base to encourage brand loyalty and repeat business.
• Documented detailed records of customer interactions, comments, and actions taken within CRM systems to ensure departmental continuity.
• Collaborated with internal teams, such as Sales and Product Development, to escalate recurring issues and suggest improvements based on customer feedback.
• Educated customers on product features and self-service tools to enhance their overall user experience and reduce future support needs.

Classroom Teacher – NYSC - Precious Gift Kings and Queens College

(2019-06 - 2019-09)

BEd - Adult and non-formal Education-Economics - University of Portharcourt (2016)