Iheoma Nwanyanwu

Iheoma Nwanyanwu CAREER OBJECTIVE Results-oriented professional with a proven background in customer service, data entry, virtual assistance and quality analysis. Dedicated to delivering top-notch support, ensuring data accuracy, and optimizing operational efficiency. With over 5 years experience under my belt, I’m efficiencydriven, highly disciplined and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. I always give a 100 percent to my work, this means that if given the opportunity, I will contribute value to your business, help you reach your goals and even exceed your expectations. Work History 08-2020 Present CUSTOMER SERVICE REPRESENTATIVE Outsource Global Technologies Limited  Made outbound calls & received inbound calls from hospital representatives, verifying the status of submitted medical records requests.  Conducted audits on client documents & investigated the facilities where clients claimed to have received treatment, my aim was to obtain accurate information such as phone numbers, fax numbers & facility names.  Sent medical records requests to facilities via fax, email, or mail, with the intention of processing and receiving the requested records.  Reached out to claimants to obtain accurate hospital information when the initial provided details led to a dead end.  Conducted research & extracted information from documents provided by the claimant, I utilized this data to generate medical records requests & questionnaires for the claimant's medical facility to facilitate, process & complete.  Exceeded the daily call target of 40 calls, consistently maintaining a high standard of call quality  Ensured accurate call disposition on salesforce Contact Address Ipent 7 estate Gwarinpa, Abuja, FCT, 900108 Phone - E-mail-om Skills Ability to effectively work independently Excellent Cold calling/Customer Service Excellent Taking inbound/outbound calls Excellent Product Trainer Excellent Research/Data entry 12-2022 Present QUALITY ANALYST Outsource Global Technologies Limited  Review live calls made by agents, assessed adherence to the call script, and ensure that the Excellent Email, Chat and Phone support Excellent calls meet established customer service standards.  Provide constructive feedback and offer coaching and training to enhance the performance and customer satisfaction of customer service representatives based on calls and pre-audit evaluation results.  Maintain detailed records of pre-audit and call evaluations, feedback, and improvement plans.  Create reports for management and highlight calls and pre-audit performance trends and areas of concern.  Improve the quality of customer service provided by my department as a whole by suggesting and collaborating with management to create processes that contribute to the improvement of customer service and efficiency. - VIRTUAL ASSISTANT / SALES SUPPORT Al-Afia Distribution Nigeria Limited - Sales Company, Lekki, Lagos  Conferred with customers about concerns with products or services to resolve problems and drive sales.  Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.  Managed customer documentation and database by collating useful customer information  Surpassed performance goals by approaching all interactions with resourcefulness, organization and Software Salesforce CRM Excellent Microsoft Excel and Spreadsheets Excellent customer-centric solutions.  Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.  Took payment information and other pertinent information such as addresses and phone numbers to place orders.  Entered customer interaction details in Software to track requests, document problems and record solutions offered. Education- ALISON Online Academy Diploma In Customer Service- - Bachelor Of Science (B.Sc.): Mass Communication Espam Formation University - Cotonou, Benin Republic Second Class Honours (Upper Division)