Christopher

KENNETH UMEH
CALL CENTER OPERATOR | CUSTOMER SERVICE | SALES SUPPORT
[відкрити контакти](див. вище в блоці «контактна інформація») • Telegram: @Chris_3_5 • Nigeria • Remote / International

CORE SKILLS
◆ Inbound & Outbound Calls
◆ Customer Service
◆ Telephone Etiquette
◆ Active Listening
◆ Complaint Resolution
◆ Lead Qualification
◆ Sales Support
◆ Follow-up
◆ CRM & Call Records
◆ Data Entry
◆ Escalation Management
◆ Order / Request Handling
DIGITAL TOOLS
◆ CRM Platforms
◆ Microsoft Excel
◆ Google Workspace
◆ Email & Chat
◆ ChatGPT
◆ Remote Collaboration Tools
STRENGTHS
◆ Clear Communication
◆ Patience
◆ Empathy
◆ Problem Solving
◆ Attention to Detail
◆ Time Management
◆ Teamwork
◆ Reliability
EDUCATION
B.Eng. Civil Engineering
University of Nigeria, Nsukka
LANGUAGES
◆ English — Advanced / Professional

PROFESSIONAL SUMMARY
Customer-focused Call Center Operator with 2+ years of experience in customer communication, sales support, lead follow-up, relationship management and remote client operations. Confident handling inbound and outbound calls, understanding customer needs, resolving issues, documenting interactions and escalating complex cases appropriately. Strong communication, patience, professionalism and consistent follow-through, with experience supporting international customers and performance-focused teams.
PROFESSIONAL EXPERIENCE
Customer Support & Sales Specialist | Remote / International Client Environment
• Handled customer inquiries through phone and digital communication channels, identifying needs and providing clear, professional assistance.
• Conducted follow-up calls with prospects and existing customers to answer questions, maintain engagement and support conversion.
• Listened actively to customer concerns, clarified issues and provided appropriate solutions or escalated cases when necessary.
• Maintained accurate customer records, call notes, follow-up tasks and interaction history using CRM and digital tools.
• Supported sales activities by qualifying leads, explaining services, handling objections and directing qualified opportunities toward the next stage.
• Built positive customer relationships through timely communication, empathy and consistent follow-through.
• Worked independently in a remote environment while meeting communication, service and follow-up responsibilities.
Customer Service & Commercial Operations | Remote
• Responded to customer requests and service issues while maintaining a professional and customer-first approach.
• Coordinated with internal stakeholders to resolve customer problems and keep customers informed of progress.
• Organized customer information, communication history and outstanding actions to ensure no important request was missed.
• Supported retention and upselling opportunities by understanding customer requirements and identifying relevant solutions.
CALL CENTER CAPABILITIES
CALL HANDLING Inbound enquiries • Outbound follow-up • Customer verification • Information gathering • Professional telephone etiquette
CUSTOMER CARE Active listening • Empathy • Complaint handling • De-escalation • First-contact problem solving • Escalation
SALES SUPPORT Lead qualification • Service explanation • Objection handling • Appointment support • Upselling • Retention
ADMINISTRATION CRM updates • Call documentation • Data entry • Follow-up scheduling • Task tracking • Basic reporting
WORK STYLE
Calm under pressure • Customer-focused • Reliable • Organized • Fast learner • Team-oriented • Goal-driven • Comfortable with repetitive workflows