Maria B.
✨ Newly Added🎓 Academy GraduateCustomer Service Representative
Compare at US rates $6,000/mo?
AI Experience
Notable Highlight
98% first-contact resolution on high-volume financial services accounts, with 25% faster resolution times. Works hands-on with Zara - the AI Experience section above has the examples.
Experience Summary
Customer Service Representative with 4+ years of experience supporting B2B and B2C clients in fast-paced, high-volume remote environments. At CE (April 2026-Present), handled an average of 80 inbound calls daily, qualified leads and ran needs analysis to route prospects to licensed advisors, and performed real-time CRM data entry using standardized compliance scripts. As an independent contractor Customer Service Representative for a FSF (February 2025-May 2026), managed inbound and outbound retirement account requests (redemptions, exchanges, and distributions) in full regulatory compliance, carried out customer verification and identity checks, and guided customers through website troubleshooting and account access issues. Previously, as a Business Development Officer (B2B/B2C) at EMT (September 2023-December 2024), handled customer inquiries by phone and email, drafted tailored proposals, scheduled product consultations, and used cold outreach and CRM tracking for lead conversion. Proficient in Salesforce, Zendesk, Shopify, AWS, AWD, TA2000, Microsoft Office, Slack, Teams, and Discord. Holds a Bachelor's Degree in Biochemistry from Kwara State University (December 2022), a Customer Service Professional Certificate from Exford Global (ISPON) (April 2023), and a Customer Service certification from Activate Academy (October 2026).
Key Achievements
- Achieved a 98% First-Contact Resolution (FCR) rate while managing high-volume retirement account requests and exceeded monthly QA scores (FSF).
- Reduced average resolution time by 25% for website troubleshooting and account access issues through proactive follow-up and careful case escalation (FSF).
- Maintained a 100% security compliance record while conducting customer verification and identity checks before processing transactions (FSF).
- Handled an average of 80 inbound calls daily while maintaining quality assurance ratings of approximately 90% (CE).
- Achieved 120 weekly lead conversions while consistently exceeding daily sales benchmarks (CE).
- Maintained a 90% client retention rate through proactive product follow-ups and prompt issue resolution (EMT).
- Drove a lead conversion rate of over 30% through systematic cold outreach and CRM tracking (EMT).
Skills
Brings hands-on experience across Customer Service Excellence, Customer Support, Active Listening, Multitasking, Upselling Techniques and Conflict Resolution. Also works across:
- Complaint De-escalation
- Verbal and Written Communication
- CRM Systems
- Customer Data Management
- Relationship Building
- Customer Retention
- Problem-Solving
- Needs Assessment
- High-Volume Call and Inquiry Handling
- Lead Qualification
- Sales and Business Development
- Digital Task Management and Engagement
- Customer Verification and Identity Checks
- Regulatory Compliance
- Salesforce
- Zendesk
- Shopify
- AWS
- AWD
- TA2000
- Microsoft Office Suite
- Slack
- Microsoft Teams
- Discord
- Team Collaboration
- Time Management and Prioritization
- Confidentiality and Professional Discretion
Work Experience
Customer Service Representative
CE · April 2026 - Present
- Managed an average of 80 inbound calls daily with professional, customer-centric communication, maintaining quality assurance ratings of approximately 90% across calls, engagement, and product connection.
- Conducted detailed lead qualification and needs analysis to match prospects with appropriate service pathways, achieving 120 weekly lead conversions while consistently exceeding the daily sales benchmark.
- Performed accurate, real-time CRM data entry and pre-screened prospects using standardized compliance scripts and regulatory guidelines before routing them to licensed advisors.
Customer Service Representative (Independent Contractor)
FSF · February 2025 - May 2026
- Managed high-volume inbound and outbound retirement account requests (redemptions, exchanges, and distributions) in full compliance with regulations, achieving a 98% First-Contact Resolution (FCR) rate and exceeding monthly QA scores.
- Executed rigorous customer verification and identity checks prior to processing transactions, successfully maintaining a 100% security compliance record to protect account privacy and prevent fraud.
- Guided customers through complex website troubleshooting and account access issues, reducing average resolution time by 25% through proactive follow-up and meticulous case escalation.
Business Development Officer (B2B/B2C)
EMT · September 2023 - December 2024
- Handled customer inquiries via phone and email while maintaining a 90% client retention rate through proactive product follow-ups and prompt issue resolution.
- Drove business development by drafting tailored proposals, scheduling product consultation meetings, and conducting field inspections to ensure complete alignment with client needs.
- Leveraged systematic cold outreach and CRM tracking to drive a high-performing lead conversion rate of over 30%.