Iwanger Asaaga Semaka

• Pitched ideas for business development to executive team and gave in-depth presentations to clients using effective public speaking skills.
• Collaborated with sales and marketing departments to support business objectives and client acquisition.
• Negotiated and closed long-term agreements with new clients in assigned territory.
• Worked with existing customers to increase purchases of products and services.
• Reached out to potential customers via telephone, email and in-person inquiries.
• Negotiated, prepared and signed contracts with clients.
• Researched and identified opportunities for account growth, account penetration and market expansion.
• Represented company and promoted products at conferences and trade association meetings.
• Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
• Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends.

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Documented conversations with customers to track requests, problems and solutions.
• Maintained strong call control and quickly worked through scripts to address problems.
• Reviewed customer account information to determine current issues and potential solutions.
• Consulted with customers to determine best methods to resolve service and billing issues.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Handled escalated customer service concerns to preserve revenue streams from key customers.
• Corresponded with service department team members to build and implement successful solutions to customer problems.
• Handled client inquiries with exceptional professionalism and enthusiasm.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer requests for products, services and company information.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Answered over 1000 calls per shift to meet fast-paced call center demands.
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
• Recommended products to customers, thoroughly explaining details.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Resolved concerns with products or services to help with retention and drive sales.
• Educated customers on company systems, form completion and access to services.
• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
• Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
• Resolved over 1000 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
• Entered customer information into customized computer system with CRM to document and organize client records.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Described product highlights and benefits to help guide purchasing decisions.
• Maintained user account data by initiating account access and establishing in database.
• Promoted available products and services to customers during service, account management and order calls.
• Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
• Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Contributed to company achieving and holding industry-leading customer service ratings.

• Managing and responding to clients’ comments, tweets and messages across all social media platforms
• Planning and coordinating international partner institution visitations
• Following up with client inquiries through face-to-face meetings, live chats, phone calls and emails in a timely manner
• Ensuring that all equipment is in proper working condition so that performance will not be affected
• Planning and marketing travel tours to existing and potential clients.
• Maintained in-depth understanding of company products and services to make suitable recommendations to customers.
• Overcame objections using friendly, persuasive strategies.
• Explained product prices and packages as well as answered questions and addressed concerns of customers.
• Set up appointments with interested customers according to schedule availability.
• Provided information about available products and services, membership details, and purchase advantages.

• Produced and edited daily news and entertainment reports.
• Used social media outlets to connect directly with public.
• Maintained up-to-the-minute knowledge of breaking news stories and responded to round-the-clock emergencies.
• Collaborated with media executives to create interesting story lines.
• Met deadlines with reliable, in-depth news coverage.
• Determined focus of news by staying on top of local, national and international events.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Developed and maintained courteous and effective working relationships.
• Maintained excellent attendance record, consistently arriving to work on time.
• Served customers and followed outlined steps of service.
• Identified issues, analyzed information and provided solutions to problems.
• Resolved problems, improved operations and provided exceptional service.
• Improved operations through consistent hard work and dedication.
• Exceeded goals through effective task prioritization and great work ethic.
• Participated in team-building activities to enhance working relationships.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Used coordination and planning skills to achieve results according to schedule.

Second Class Upper Division