Martha Yambasu
Freetown
Summary
Dynamic professional with extensive experience as a Call Center Agent and Team Lead at Qcell Sierra Leone. Proven track record in enhancing customer service through effective communication and problem-solving skills. Adept at training and mentoring teams, driving performance improvements, and fostering a collaborative environment to achieve sales goals.
Knowledgeable Call Center Representative with experience assisting Qcell customers. Accomplished in recording accurate information while exceeding customers' expectations in high-volume call center. Gifted in keeping sensitive and confidential information private.
Overview
19
19
years of professional experience
Work History
Call Center Agent and Team Lead
Qcell Sierra Leone
09.2021 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
Sales Person
Fashion Star
08.2012 - 04.2013
- Engaged customers in social conversations to create pleasant and easy shopping experience.
- Worked to build relationships with customers and built potential for additional sales.
- Developed relationships with clients for increased loyalty and repeat business.
- Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Set and achieved company defined sales goals.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Contributed to event marketing, sales and brand promotion.
Marketer
Daswani Enterprise
04.2006 - 07.2008
- Wrote engaging and successful marketing, advertising, and website copy.
- Completed in-depth reviews of market conditions and customer preferences.
- Managed cross-functional teams to ensure timely completion of marketing projects within budget constraints.
- Conducted thorough post-campaign analysis to identify areas for improvement in future efforts.
- Enhanced customer engagement with creative social media content and promotions.
Education
Bachelor of Administration Ongoing - Human Resources Management
Institute of Public Administration And Management
Freetown Sierra Leone12-2028
Degree - Aviation And Tourism
Institute of Aviation And Tourism Studies
Freetown Sierra Leone12-2017
Diploma - Business Administration
BANKTEC COLLEGE
Freetown Sierra Leone10-2013
Skills
- Human resources management
- Employee training
- Customer service
- Team building
- Effective communication
- Problem solving
- Problem-solving skills
- Training and mentoring
- Customer communications
- Call center operations
Timeline
Call Center Agent and Team Lead
Qcell Sierra Leone
09.2021 - Current
Sales Person
Fashion Star
08.2012 - 04.2013
Marketer
Daswani Enterprise
04.2006 - 07.2008
Bachelor of Administration Ongoing - Human Resources Management
Institute of Public Administration And Management
Degree - Aviation And Tourism
Institute of Aviation And Tourism Studies
Diploma - Business Administration
BANKTEC COLLEGE
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