CHRIS IRONA

Phone: 091******** OR 090********

E-mail: ad1ubo@r.postjobfree.com

Address: Port Harcourt, Nigeria

Professional Summary

I'm an enthusiastic individual dedicated to ensuring high customer satisfaction. As a customer-focused professional, I have a demonstrated history of surpassing customer expectations and delivering outstanding service. My strong communication skills allow me to quickly establish a connection with customers and address intricate service issues with professionalism. With more than three years of experience handling both inbound and outbound calls, I've acquired practical expertise in utilizing diverse CRM and help desk software such as( Zendesk, Hubspot, Chase dialer, Convoso, etc). This enables me to efficiently manage customer accounts, troubleshoot technical issues, and effectively resolve escalated customer complaints.

Work Experience

02/2022 till Date

GovAssist LLC Utah, USA.

L1 Customer Service Specialist

As a Customer Care Agent who Specialized in Visa and Immigration Services at GovAssist, I played a crucial role in ensuring a seamless and satisfying experience for our valued clients seeking travel authorization to the United States, Canada, Europe, and India through various channels such as US visas, ESTA, Canada eTA, India eTA, and Schengen Visas.

Responsibilities:

>Client Assistance:

I provided exceptional customer service by guiding clients through the visa application process, addressing inquiries, and ensuring a clear understanding of requirements. I offered support and guidance on the selection of appropriate visa options based on individual travel needs and destinations.

> Application Facilitation:

I helped facilitate and monitor the entire visa application process, from initial submission to final approval and the successful return of the passport to the customer, ensuring accuracy and compliance with immigration

regulations. I also Collaborated with relevant authorities and embassies to expedite processing when necessary.

> Documentation Expertise:

I verified and assisted clients in preparing the necessary documentation for visa applications, ensuring completeness and adherence to specific country requirements using the Usatraveldocs to clarify relevant information.

> Communication and Coordination:

I ensure that I maintained regular communication with clients to provide updates on application status, and address any concerns promptly.

I also collaborated with internal teams and government agencies to resolve issues and streamline the application process.

> Legal Services Liaison:

I collaborated closely with GovAssist Legal to seamlessly integrate legal services into the immigration process, ensuring clients receive comprehensive assistance, escalating refund requests to the billing team,

deescalate chargebacks and situations that contained triggered languages like scam, return my money, etc.

01/2021-01/2022

CALLS EXPERTS, Miami Florida USA.

VIRTUAL ASSISTANT

> I answered inbound and outbound customer calls and emails to assist with questions and requests.

> I was responsible for gathering and verifying required customer information for tracking purposes.

> I read the company scripts during calls to promote uniformity and consistency in communications, using the AAA

method to overcome objections.

> I navigated multiple computer systems and applications successfully and utilized search tools to find information in other to give optimal services and better outcomes following company-guided rules.

> I ensured I properly recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.

> I strongly recommended improvements in products, services, and billing methods to prevent future problems.

01/2020-01/2021

ISI USA, Wentzville Missouri USA

CUSTOMER SERVICE REPRESENTATIVE/ SALES REP

> I made inbound calls to senior citizens in the US, pre-qualifying them for whole life insurance policies.

> I provided my customers with the new state-wide final expense programs available in their state of residence and ensured they were aware of the benefits.

> I qualified clients between the ages of 50 & 80, who had passed all the medical and banking questions, and

transferred them over to a Licensed adviser in their states.

> I assisted in training new agents on how to navigate around the CRM softwares successfully.

> I attended management meetings,and strongly contributed to the development of my team by giving in my inputs

on how we could better our sales processes and possibly increase outcomes. Education

2020

Renaissance University, Nigeria

Bachelor of Science in HISTORY & INTERNATIONAL RELATIONS. Languages

ENGLISH — Proficient

Additional Skills

Content Writing.

Logistics Strategizing.

Calendar Management.

Pricing.

Budgeting.

Customer Service.

Analytical Thinking.

strategizing and management

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