Annastasia Uwandu, Customer Service Specialist

Outsource Global Technlogies Limited

Apr 2003 – Present

Customer Support Specialist

-Proactively engaging with customers to ensure proper orientation on the effective use of our products and services. -Play the role of an intermediary between the company and its customers by effectively interacting with over 3000 customers using various communication channels (phone, chat, email) while working in compliance with the company's policies. -Listen and understand customers' concerns, provide empathy and answers to their inquiries, address and efficiently resolve them in order to facilitate smooth transactions, contributing to a 95% increase in positive customer reviews. -Ensure customers are informed about their issues by liaising with them and the technical team, escalating technical issues, and providing feedback. -Provide excellent customer service and offer prompt concern resolution in order to establish strong, relationships between the company and its clients which ensured customer retention by 90%. -Utilize surveys, questionnaires, and verbal communication to gather feedback from customers, with the aim of identifying areas for improvement and enhancement of the quality of products and services, which decreased escalated customer complaints by 30%. -Provide training to new team members on CRM software utilization, system processes, and procedures relevant to offering outstanding customer service and support. -Work in collaboration with team members to resolve issues and generate ideas to streamline our services. -Keep comprehensive records of interactions, issues, and resolutions, and provide Weekly Business Reviews (WBRs) and reports at the end of each business week.

Outsource Global Technologies Limited

Oct 2022 – Apr 2023

Call Centre Agent/Telemarketer

-Managed customer interactions across inbound and outbound calls, chats, and email, ensuring prompt and effective communication. -Utilized cold calling techniques to drive sales and convert prospects, contributing to significant growth and consistently meeting a KPI of 150 cold calls and 3 sales per day. Handled customer retention by reaching out to inactive customers, addressing their concerns, and providing assistance to re-engage them. -Guided customers on using the banking app, enhancing their digital banking experience and ensuring they could utilize the app's features effectively.

Dejap Hightech

Mar 2022 – Sep 2022

Front Desk Officer

-Accurately recorded office equipment supplies and provided detailed reports as needed. -Handled emails and chats with clear and concise written communication, ensuring professional correspondence. -Addressed client needs with tact and professionalism, maintaining high customer service standards. -Scheduled and followed up on meetings with prospective clients and management, addressing their unique concerns and highlighting the reliability of our products and services.

Goke Casino Enterprise

Mar 2014 – Jul 2014

Cashier

-Ensured timely and accurate payment to all game winners, maintaining excellent customer satisfaction. -Distributed chips to game players and customers, providing attentive and efficient service. -Supervised the smooth operation of games, ensuring adherence to organizational rules and delivering a positive customer experience. -Facilitated the exchange of real cash for casino chips, enhancing customer convenience. -Recorded and reported accurate accounts of profits or losses for each game, demonstrating meticulous attention to detail and accountability.

Annastasia Uwandu

Customer Service Specialist

Skills

Languages