Florence Joseph

About

Results-oriented Customer Service Specialist with over 3 years of experience, adept at enhancing customer satisfaction and streamlining service operations across diverse communication channels. Proven ability to resolve complex inquiries, manage high call volumes, and leverage CRM tools to optimize service delivery and improve client retention. Committed to achieving measurable outcomes, consistently exceeding performance metrics, and contributing to team success in dynamic remote and on-site environments.

Work Experience

Call Center Agent

Insurance Supermarket

Aug 2022 - Sep 2024

Remote, USA, US

Provided essential customer support and lead qualification for an insurance supermarket, driving sales and enhancing client satisfaction through expert product knowledge.

Qualified an average of 50+ leads daily by meticulously gathering client information, successfully matching them with optimal insurance products.
Addressed complex customer objections and clearly articulated product benefits, leading to a 20% increase in successful policy conversions.
Analyzed and reported key customer behavior trends and emerging issues, providing actionable insights that informed internal process improvements.
Managed high-volume outbound calls, consistently exceeding daily quotas by 10% while maintaining high customer engagement.

Real Estate Virtual Assistant

Consumer Opportunity

Oct 2023 - Jun 2024

Remote, USA, US

Managed comprehensive virtual assistance for a real estate firm, enhancing client engagement and operational efficiency through expert communication and administrative support.

Managed high-volume inbound and outbound customer calls, consistently resolving inquiries with a 95%+ first-call resolution rate.
Delivered real-time support across chat and email, consistently meeting SLA targets and improving client conversion by 15% through effective lead qualification and appointment scheduling.
Leveraged CRM tools (Zoho, HubSpot) to meticulously track customer interactions and escalate feedback, contributing to a 10% improvement in service optimization strategies.

Customer Service Representative

Dasodac Global Services

Jan 2019 - May 2022

Remote, Nigeria, NG

Delivered comprehensive customer service for Dasodac Global Services, efficiently resolving inquiries and optimizing service quality through proactive problem-solving.

Managed 100+ daily customer inquiries across email, phone, and direct channels, resolving complaints and processing orders with 98% accuracy.
Investigated and resolved complex customer complaints, billing discrepancies, and service interruptions, reducing resolution time by 15% through cross-functional collaboration.
Utilized Zendesk for efficient customer ticketing and Google Workspace for workflow tracking, improving ticket resolution efficiency by 20%.
Analyzed and resolved critical system and operational issues, leading to a 5% improvement in overall service quality and customer satisfaction.

Education

Biochemistry

University of Port Harcourt

Sep 2014 - May 2018

Port Harcourt, Rivers, NG

Certificates

Virtual Assistant Certificate

ALX Africa

Jan 2024

Skills

Organizational & Administrative

Time Management
Task Prioritization
Administrative Support
Remote Work

Customer Service & Support

Objection Handling
Customer Service
Customer Follow-Up
Complaint Resolution
Inquiry Management
Client Retention
Customer Satisfaction
Real-time Support

CRM & Tools

HubSpot
Zoho
Zendesk
Microsoft Office Suite
Slack
Zoom
Google Sheets
Google Workspace
Customer Ticketing
Workflow Tracking

Communication

Verbal Communication
Written Communication
Active Listening
Empathy
Clarity
Email Management
Online Chat

Operations & Analytics

Lead Qualification
Appointment Scheduling
Data Tracking
Trend Analysis
Problem Solving
Critical Thinking
Process Improvement
Service Optimization
Performance Metrics

Interests

Professional Development