Support Representative Customer
Resume:
AKUNNA CHIDIMMA LILIAN
Anambra state, Nigeria +234********** **************@*****.***
PROFESSIONAL SUMMARY
Customer Support Officer and Telemarketing officer with over 4 years of experience, eager to contribute to the corporate conquest through hard work and commitment. with an 80% lead conversion rate, and over 180 organized appointments above the company’s benchmark, 90% of positive survey results were gotten from active involvement in cold calling, warm calling, and telemarketing activities. Closed over 200 sales and surpassed required thresholds via a clear understanding of customer support, executive support, inbound and outbound sales, and sales closing. Flexible and hardworking with the drive to learn, grow and excel in a fast-paced industry offering career growth and value addition. AREA OF EXPERTISE
● Problem-Solving
● Teamwork and Collaboration
● Cold Calling & Appointment Scheduling
● Customer Service (Email, Phone, and Live
chat)
● Medical Administration
● Knowledge of safety and sanitation
● Medical Documentation and Filing
● Effective Communication
● Clients Management
● Technical Skills
● Microsoft Suite
● Online Research
● Sales Closing
● Social Media Management
● Content Writing
● Team Management
● Google Workspace
● Attention to Detail
● Data Entry
● Asana, Trello, Monday.com,
ClickUp
● Book Keeping
● Active Listening
WORK EXPERIENCE
Customer Support Representative Jul. 2020 - Mar. 2022 Cloudamart, Ontario, Canada
● Utilized Customer Relationship Management (CRM) software to gather and analyze customer information and facilitated retention campaigns by 70%.
● Handled over 80 calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and canceling services as required.
● Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns resulting in a 50% onboarding of new customers.
● Utilized Customer Relationship Management (CRM) software to gather and analyze customer information which facilitated the customer retention campaigns by 70%.
● Completed special projects by organizing, and coordinating information and requirements; planning, arranging, and meeting schedules by 60%.
Lead Generation Expert Jun. 2019 - Jun. 2020
Ziki Trades Technologies, Anambra State, Nigeria
● Generated about 1000 new leads using cold calling, email marketing, social media, and other relevant marketing channels.
● Classified hot, warm, and cold leads based on their need, budget, and decision-making capabilities. Consequently took, the required steps to convert hot leads, and nurture warm and cold leads.
● Participated in about 20 webinars, in-person events, and conferences and networked with peers and target audience to identify sales opportunities resulting in a 40% business expansion.
● Collaborated with the marketing and sales team members to work on tasks relevant to lead generation.
● Set about 200 appointments with new leads for possible sales closure.
● Collaborated with the email marketing department to send cold emails and newsletters to about 500 prospective leads. Digital Marketer Jan. 2018 - May. 2019
ICT Slides, Onitsha, Anambra State, Nigeria
● Coordinated with advertising and media experts to improve marketing results by 70%.
● Measured and reported performance of all digital marketing campaigns following the organizational goals and objectives.
● Evaluated the important metrics that affected the organization's website traffic, service quotas, and target audience and resolved the issue resulting in about a 60% increase in the audience base and visitors of the organization’s websites.
● Created about 20 content for the social media channels of the organization resulting in a 50% increase in followers.
● Designed and oversaw all aspects of our digital marketing department including the marketing database, email, and display advertising campaigns.
Medical Assistant Apr. 2016 - Nov. 2017
General Hospital, Anambra State, Nigeria
● Monitored and recorded an average of 40 patients per day (e.g. obtained patients’ vital signs by visual and auditory measures, triaged and assessed their medical condition, and prepared them for medical treatment by physicians and nurses).
● Maintained and enhanced the organization’s credibility by ensuring the cleanliness and sanitation of all facilities, and equipment in exam rooms.
● Oversaw multiple related responsibilities with a high level of proficiency, such as taking the patient’s vital signs and medical history, as well as performing injections, and several medical procedures.
● Scheduled appointments for over 200 patients and followed up with the consultant for prompt consultation with the patients.
● Supervised about 6 non-medical staff for the prompt delivery of all administrative duties resulting in a 60% work productivity. EDUCATION
● Bachelor of Science (BSc) in Nursing Science (In View) Sept. 2020 - Aug. 2025 University Of Benin, Edo State, Nigeria
CERTIFICATIONS AND AWARDS
● Cold Calling Mastery Certified by LinkedIn Learning
● Time Management on Scheduling Certified by LinkedIn Learning
● Customer Success Certified by LinkedIn Learning
● Project Management Certification with click up Certified by Coursera
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