Silvia

AFWANKS SILVIA OBADIAH
Jos, Plateau State, Nigeria | 08032456587 | [open contact info](look above in the "contact info" section)
LinkedIn: http://[open contact info](look above in the "contact info" section)
Languages: English, French, Hausa, Ngas

PROFESSIONAL SUMMARY
Customer Support Sales Representative with 2+ years handling high-volume client interactions and achieving 80% CSAT. Experienced resolving 330+ daily inbound/outbound calls while meeting 70% of sales targets through needs-based solutions. Skilled in CRM ticket management, complaint resolution, churn reduction, and upselling VAS. Fluent in English, French, Hausa, and Ngas for diverse client communication.

CORE COMPETENCIES
Customer Support | Inbound/Outbound Calls | Ticket Management & Escalation | CRM: Salesforce, HubSpot
Complaint Handling | First-Call Resolution | Churn Prevention | Customer Retention | Product Education
Upselling & Cross-Selling | Daily Reporting | Data Entry | SLA Tracking | Multilingual Communication

PROFESSIONAL EXPERIENCE
* Sales Specialist*
Synergy Global Workforce Solutions Ltd. 2024 to date
- Addressed 330+ customer calls daily for telecom accounts, troubleshooting billing and service issues
- Documented all interactions in CRM, updated tickets, and ensured timely escalation per SLA guidelines
- Educated clients on data bundles, voice plans, and VAS to meet needs and meet 70% of sales targets
- Maintained 80% CSAT by resolving complaints quickly and following up until cases were closed
- Generated daily performance reports to track call volume, resolution time, and conversion rates

PROJECT OFFICER
Wise Youth Development Foundation WISEDEF | Jos | 11/2016 - 08/2019
- Managed field operations and vendor coordination to deliver projects within donor timelines
- Collected client feedback and reported outcomes to stakeholders for improved service delivery
- Led engagement for high-volume community health programs with accurate data capture

COMPUTER OPERATOR
Nigerian Agricultural Cooperative and Rural Development Bank | Pankshin | 01/2004 - 08/2007
- Processed client documentation and prepared monthly reports with high accuracy
- Supported management decisions through organized data entry and presentations

EDUCATION
*Masters in French Literature* - University of Jos | Just concluded
*Bachelor’s in French Education, CGPA 3.28* - University of Jos | 2012
*NCE English/French* - Federal College of Education Pankshin | 2009
*Diploma in Computer Applications* - JKson Computer Institute | 2004

CERTIFICATIONS
TRCN, 2022 | P-FIM Practitioner, GIZ-PEACECORE TOT, 2023 | Financial Literacy TOT, GIZ + Bege Foundation, 2018

REFERENCES
Available upon request