Pamella Onuoha
Red Deer,AB
Summary
Customer service professional with proven track record in delivering exceptional client support. Expertise in managing inbound and outbound calls, ensuring customer satisfaction through effective problem-solving. Known for strong teamwork and adaptability to dynamic environments, coupled with excellent communication and interpersonal skills.
Overview
8
8
years of professional experience
Work History
Call Agent
Federal Inland Revenue Service
Enugu Nigeria
09.2012 - 07.2020
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Expanded customer base through cold calling, networking, and relationship building.
- Managed high-volume inbound calls, ensuring accurate information delivery and customer satisfaction.
- Streamlined call routing processes, enhancing operational efficiency and reducing wait times.
- Collaborated with cross-functional teams to enhance service delivery through process optimization initiatives.
- Built strong customer relationships with empathetic communication and active listening skills.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Delivered prompt assistance to customers via email and chat support channels when needed, expanding avenues for resolution.
Education
Bachelor of Science - Banking And Finance
Rivers State University of Science And Technology
Nigeria07-2007
Skills
- Problem-solving skills
- Call center experience
- Interpersonal skills
- Customer service
- Clear communication
- Call management
- Teamwork and collaboration
- Attention to detail
- Strong Communication and Multitasking skills
- Effective communication
- Active listening
Languages
English
Full Professional
Timeline
Call Agent
Federal Inland Revenue Service
09.2012 - 07.2020
Bachelor of Science - Banking And Finance
Rivers State University of Science And Technology