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
Freetown 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
Freetown Sierra Leone
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
Freetown Sierra Leone
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