Nanya Okorie

Dedicated and results-driven Customer Service Representative with over 5 years of experience providing exceptional service and fostering positive client relationships. Proven ability to navigate complex contracting processes and ensure smooth experiences for clients, secure appointments, manage CRMs, and deliver exceptional service over the phone. Adept at active listening, communication, and troubleshooting to effectively resolve inquiries and deliver superior customer experiences.

Work History:

Customer Service Representative - KODJO KONTRACTING - HVAC - Douglasville, GA (June 2022 - July 2023)

• Increased customer retention rate by 15% through proactive issue resolution and exceptional service during the contracting process.

• Managed a high volume of inquiries related to HVAC contracting, effectively troubleshooting and resolving customer concerns via phone, email, and in-person interactions.

• Analyzed complex customer issues, identified underlying problems, and developed solutions to ensure successful contract fulfillment.

Customer Service Specialist - 3G PROXY - Podgorica, Montenegro (April 2021 - May 2022)

• Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information, resulting in improved customer loyalty and brand perception.

• Collaborated with cross-functional teams to streamline onboarding processes for new customers, leading to a more pleasant customer experience.

Call Center Representative - PayTrippa - San Franscisco, CA (Sept. 2020 - March 2021)

• Utilized strong problem-solving skills to analyze customer inquiries and identify solutions related to product and service contracts, ensuring accurate and timely resolutions.

Skills

• Proficiency in Customer Relationship Management (CRM) software

• Experience with carrier contracting and certification processes

• Proven experience in appointment setting, phone services, follow-up calls, and CRM support

• Excellent communication and persuasion skills with a focus on building rapport with potential clients

• Proficient in calendar management and appointment scheduling software (mention specific software if applicable