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(+***) 803-***-****

adqe9d@r.postjobfree.com

https://www.linkedin.com/in/confidence-okolie-48242031/ CONFIDENCE

CHINWE OKOLIE

Customer Management

PROFILE

A personable and enthusiastic Customer Service professional. proven track record of building relationships by providing information on additional products and services and helping customers find the right ones to meet their needs. Recognized on several occasions for exceeding service expectations by improving response times to customer inquiries, orders, and questions. Good telephone manners and the ability to communicate with all levels of customers. Now looking for a suitable position with a reputable, and exciting employer. EXPERTISE

Administrative functions Customer Relationship Management Client coordination Cross-selling & Upselling Sales orientated Customer Acquisition & Retention Quality control New Business Development Luxury Home Sales PROFESSIONAL EXPERIENCE

Call Centre Agent Cosol Limited (Grimaldi Shipping Line), Lagos, Nigeria. December 2020 - February 2021 Provided excellent customer service to Grimadi customers, a dedicated supplier of integrated logistics services based on maritime transport to the world's major vehicle manufacturers. Provided requested information to customers in a professional and proficient manner in relation to services, customer orders and vendor information. Worked successfully with co-workers as well as independently. Key Performances:

Interacted with over 60 customers on a daily basis. Followed up on all inquiries to ensure resolution satisfied customer, dealership, and company expectations

Responsible for keeping quality control above a 95% average each month. Responsible for correct hold and transfer procedures, and keeping call times at an allotted time, depending on call type. Organized customer information and account data for business planning and customer service purposes. Created excel spreadsheets to track customer data and perform intense reconciliation processes. Followed up with customers regularly regarding services scheduled and payments due. Regularly made over 30 outbound collection calls to increase the company's monthly revenue. Demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross-culture teams. N-POWER Volunteer Teacher (NTEACH) Isheri Junior Grammar School, Lagos State, Nigeria. December 2016 — June 2020 Joined N-Teach, a social investment programme organized by Nigerian Federal government to help recruit, train and deploy teachers to different schools in Nigeria.

Key Performances:

Taught over 1000 Junior Secondary Schools (JSS1 & JSS 2) students Agricultural Science subject. Taught students basic applications of simple math concepts outside of the classroom, during Extra Moral lessons at Homes. Tutored numerous hours before and after school on a weekly basis. Participated in professional development workshops on classroom management skills and teaching strategies Participated in parent/teacher conferences and faculty meetings. Assessed students' understanding and learning both formally and informally. Completed progress reports which included individualized notes regarding students' strengths and areas of improvement 31,Ikosi Road, Ketu, Lagos State, Nigeria

2 P a g e

Customer Care Representative MTN Nigeria, May 2008 — September 2016 Handled approximately 75-150 inbound calls on a daily basis in a busy fast-paced Online Customer Assistance Center, using a call management system and web-based communications. Recognized for providing exceptional customer service and earned several promotions from Bronze segment, to Silver and Gold segments, respectively. Key Performances:

Updated and authorized approximately 50-80 customer request tickets for product education and other service-related enquiries and issues.

Utilized Siebel software for data entry of customer service information for accuracy and quality control. Trained new Customer Care Representatives on products, services and business procedures. Built and retained customer loyalty through timely and effective one call resolution; increased revenue through the execution of various cross-selling and upselling initiatives.

Received performance-based bonuses for being among top 10% inbound call agents that exceeded Call center metrics. Completed required trainings to not only stay current on new/existing systems, products and services, but to also maintain proficiency on company values and organizational requirements.

Estate Officer C.A.Chizea & Co(Estate surveyors & valuers), Lagos State, Nigeria. November 2007 — May 2008 Maintained full responsibility for all aspects of real estate sales and marketing. Key Performances:

Interacted and acquired over 10 High-net-worth clients on a monthly basis. Supported them in managing their residential properties for personal residence and investments.

Successfully closed N10M in real estate transactions. Assisted investor clients in analyzing property financial data, property value, current and prospective rents, and area economic growth. Advised clients on how to become homeowners and provided information vital to clients making the best decision for purchasing their homes.

EDUCATION & PROFESSIONAL DEVELOPMENT

Postgraduate Diploma(PGD) - Ladoke Akintola University of Technology, Ogbomosho, Oyo State, Nigeria - 2008 – 2010 Higher National Diploma (HND) - Estate Management Yaba College of Technology, Lagos State, Nigeria - 2003 - 2005 COURSES ATTENDED

Jobberman Soft Skills Training - July 2020

Training On Customer Expectation Delivery, HR Exponentials - March 2015 — March 2015 Training on Value Based Customer Care services, HR Exponentials - May 2013 — May 2013 Introduction To Telecommunications, OSSIDIAN Technologies - September 2010 — September 2010 Award for Customer Service Professionals, The Association of Business Practitioners - October 2010 — October 2010

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