Dorcas Daniel

Delivered high-quality customer support via chat and email, managing order processing, account setup, and inquiry resolution. Collaborated with German-based client to translate information into English and documented interactions in CRM.

Conducted high-volume outbound and inbound calls to engage prospects and initiate first-point contact. Identified customer needs, qualified leads, and moved prospects through early sales funnel stages.

Resolved 50+ daily customer inquiries on orders, refunds, and product issues via live chat and email. Achieved 95% first-contact resolution rate and 4.9/5 customer satisfaction rating.

Handled high-volume inbound/outbound calls and chat support, achieving 97% CSAT. Documented interactions accurately in CRM systems for reporting and follow-up.

Managed 60+ daily live chat and email inquiries, maintaining 98% SLA compliance and 4.9/5 CSAT. Used HubSpot CRM to document cases, reducing repeat contacts by 20% through proactive follow-up.

Provided administrative and operational support, managed calendars, and handled email correspondence. Assisted with social media management, content scheduling, and performance tracking.

Engaged prospects through high-volume outbound and inbound cold calls to understand needs and qualify interest. Initiated first-time conversations to assess potential fit and support sales pipeline growth.

Bachelor of Science in Criminology and Security Studies from the National Open University of Nigeria.