About

Results-oriented Call Center Agent with experience in telecommunications and customer service, specializing in inbound and outbound calls, client onboarding, and product promotion. Skilled in providing accurate information, resolving customer inquiries, and achieving sales targets, while maintaining high levels of customer satisfaction and compliance with company standards. Adept at building rapport with clients, upselling services, and supporting organizational growth in fast-paced call center environments.

Skills

  • Clients Relationship Management (CRM)
  • B2B Relationship
  • Customer communications
  • Call center operations
  • English
  • Nyanja and Bemba

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Experience

Bertha Daka

Work experience
  • Answered inbound calls and conducted client interviews to obtain and verify information, ensuring accuracy and compliance with company requirements.
  • Assessed client eligibility for services by reviewing provided information against established guidelines.
  • Educated and informed clients by clearly explaining procedures, service options, and requirements.
  • Promoted MTN Mobile Money services through outbound calls, effectively persuading and onboarding new customers.
  • Maintained high-quality standards by adhering to service guidelines and recommending process improvements.
  • Contributed to organizational goals by achieving sales targets and supporting customer retention efforts.

Bertha Daka

Work experience
  • Informed and guided clients by clearly explaining banking procedures, services, and requirements, ensuring transparency and understanding.
  • Onboarded and recruited clients, assisting with the enrollment process and introducing them to village banking services.
  • Conducted financial literacy and training sessions on savings, loan management, and responsible borrowing to empower clients with practical financial knowledge.
  • Managed loan processes, including disbursement, repayment tracking, and accurate documentation, while ensuring adherence to repayment schedules.
  • Performed regular monitoring and evaluation visits to village banking groups, identifying challenges and providing tailored support to strengthen group performance.
  • Contributed to the achievement of the organization’s mission by meeting sales targets, maintaining high service standards, and recommending improvements in operational procedures.

Bertha Daka

Work experience
  • Handled both outbound and inbound calls, promoting aYo insurance products and providing accurate information to prospective and existing customers.
  • Consistently achieved sales targets by effectively pitching product features, benefits, and value propositions.
  • Conducted follow-ups with interested customers, ensuring smooth onboarding and a positive sales journey.
  • Maintained up-to-date knowledge of aYo insurance products, premiums, coverage options, terms, and underwriting guidelines to deliver accurate and reliable information.
  • Identified opportunities to cross-sell and upsell additional products, increasing customer value and retention.
  • Ensured compliance with quality standards, customer satisfaction goals, and call handling metrics as set by aYo.
  • Actively participated in training programs and workshops to enhance product knowledge, sales techniques, and customer engagement skills.

Bertha Daka

Education
  • January, 2018 - November, 2021
  • Fulltime

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