Copywriter,Email Marketing, Customer support SpecialistWisdom Amaso
My experience integrating Kasookoo and RingCentral CRM, including phone/fax/WhatsApp/email integrations, directly aligns with your CRM/ERP Integration Partner needs. I've successfully streamlined client workflows and provided technical support. I'm confident in my ability to integrate the Grade system, optimize client processes, and expand your network.
I have over 4 years of experience working in customer service and sales, where I've developed strong communication, empathy, and problem-solving skills. I've worked with clients across different industries, ranging from healthcare to real estate firms, hospitality e-commerce, and more.... helping them to resolve issues efficiently and even improve customer satisfaction. I make over 50% In-sales target monthly. I'm excited about this opportunity because I believe that my experience aligns perfectly with your team's focus on client success and quality services.
What's included
All project work finished 100% before deadline
Initial project strategy report, the budget report.
1️⃣ First‑Call Resolution (FCR) ≥ 80 % Resolve the customer’s issue in a single interaction (≤ 3 min avg. handle time). Boosts satisfaction, reduces repeat calls, improves KPI.
2️⃣ Net Promoter Score (NPS) ≥ 45 Post‑call survey rating of “How likely are you to recommend us?” Direct gauge of loyalty & word‑of‑mouth potential.
3️⃣ Average Handle Time (AHT) ≤ 3 min End‑to‑end call duration (greeting → wrap‑up). Keeps volume targets realistic while maintaining quality.
4️⃣ Call‑Quality Score ≥ 90 % Internal audit checklist: greeting, active listening, solution offered, closing. Ensures consistency & professionalism.
5️⃣ Escalation Management ≤ 5 % Percentage of calls transferred to Tier 2 or supervisor. Indicates effectiveness of front‑line problem solving.
6️⃣ Documentation Accuracy 100 % Correct entry of call notes, case ID, and follow‑up actions in CRM. Prevents data loss & supports audit trails.
7️⃣ Compliance Adherence No policy breaches (e.g., data privacy, script usage). Protects the company legally & reputationally.
8️⃣ Upsell/Cross‑sell Conversion ≥ 15 % Percentage of calls where an additional service is offered & accepted. Direct revenue impact from service interactions.
9️⃣ Customer Feedback Loop Summarize top 3 recurring issues weekly & share with product & ops teams. Drives continuous improvement & reduces churn.
🔟 Remote‑Work Readiness Maintain a quiet, distraction‑free workspace & dress formal‑casual for video calls. Ensures professional image & focus while working off‑site.
Project Submission
A progress report, a beta product, a test result report.
How to track them
- *CRM dashboards* for AHT, FCR, escalation %.
- *Survey tools* (e.g., Typeform, Qualtrics) for NPS & CSAT.
- *Quality‑assurance audits* for call‑quality score.
- *Weekly huddle* to review feedback loop & adjust scripts.
Starting at$7 /hr
Tags
Go High Level
HubSpot
LinkedIn Sales Navigator
Odoo
Salesforce
Copywriter
Customer Success Manager
Customer Support Representative
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Wisdom Amaso Nigeria
- 5
- Followers
Copywriter,Email Marketing, Customer support SpecialistWisdom Amaso
Starting at$7 /hr
Tags
Go High Level
HubSpot
LinkedIn Sales Navigator
Odoo
Salesforce
Copywriter
Customer Success Manager
Customer Support Representative
My experience integrating Kasookoo and RingCentral CRM, including phone/fax/WhatsApp/email integrations, directly aligns with your CRM/ERP Integration Partner needs. I've successfully streamlined client workflows and provided technical support. I'm confident in my ability to integrate the Grade system, optimize client processes, and expand your network.
I have over 4 years of experience working in customer service and sales, where I've developed strong communication, empathy, and problem-solving skills. I've worked with clients across different industries, ranging from healthcare to real estate firms, hospitality e-commerce, and more.... helping them to resolve issues efficiently and even improve customer satisfaction. I make over 50% In-sales target monthly. I'm excited about this opportunity because I believe that my experience aligns perfectly with your team's focus on client success and quality services.
What's included
All project work finished 100% before deadline
Initial project strategy report, the budget report.
1️⃣ First‑Call Resolution (FCR) ≥ 80 % Resolve the customer’s issue in a single interaction (≤ 3 min avg. handle time). Boosts satisfaction, reduces repeat calls, improves KPI.
2️⃣ Net Promoter Score (NPS) ≥ 45 Post‑call survey rating of “How likely are you to recommend us?” Direct gauge of loyalty & word‑of‑mouth potential.
3️⃣ Average Handle Time (AHT) ≤ 3 min End‑to‑end call duration (greeting → wrap‑up). Keeps volume targets realistic while maintaining quality.
4️⃣ Call‑Quality Score ≥ 90 % Internal audit checklist: greeting, active listening, solution offered, closing. Ensures consistency & professionalism.
5️⃣ Escalation Management ≤ 5 % Percentage of calls transferred to Tier 2 or supervisor. Indicates effectiveness of front‑line problem solving.
6️⃣ Documentation Accuracy 100 % Correct entry of call notes, case ID, and follow‑up actions in CRM. Prevents data loss & supports audit trails.
7️⃣ Compliance Adherence No policy breaches (e.g., data privacy, script usage). Protects the company legally & reputationally.
8️⃣ Upsell/Cross‑sell Conversion ≥ 15 % Percentage of calls where an additional service is offered & accepted. Direct revenue impact from service interactions.
9️⃣ Customer Feedback Loop Summarize top 3 recurring issues weekly & share with product & ops teams. Drives continuous improvement & reduces churn.
🔟 Remote‑Work Readiness Maintain a quiet, distraction‑free workspace & dress formal‑casual for video calls. Ensures professional image & focus while working off‑site.
Project Submission
A progress report, a beta product, a test result report.
How to track them
- *CRM dashboards* for AHT, FCR, escalation %.
- *Survey tools* (e.g., Typeform, Qualtrics) for NPS & CSAT.
- *Quality‑assurance audits* for call‑quality score.
- *Weekly huddle* to review feedback loop & adjust scripts.
$7 /hr