At Calls Experts, I managed an average of 120 outbound calls daily and generated an average of 80 live transfers, above the target of 50. I also achieved a 100% quality performance score.
I pre-qualified prospects against insurance eligibility criteria and documented call outcomes, customer information, and lead status in CRM systems in real time.
At MTN Communications, I handled over 200 inbound calls daily while meeting first-call resolution and an average handle time KPI of 1 minute 30 seconds. I also cross-sold and upsold relevant MTN products and value-added services.
I recorded customer queries in Siebel CRM, educated customers about MTN products and services, and escalated complex issues to backend support. I hold a BA in Philosophy and certifications in Customer Service and Relationship Management and English (IELTS).
