Catherine Oniah
I specialise in customer engagement and sales support within high-end and high street retail, excelling in CRM, client advising, upselling, and complaint handling. Adaptable to fast-paced shop floors, I deliver clear product guidance and ensure exceptional service across womenswear, beauty, and accessories environments.
Qualified and researched incoming user profiles across multiple global regions to verify platform fit, maintaining a 90%+ first-contact resolution and engagement rate. Set up and managed targeted email communication campaigns, translating technical and strategic features into easily understood, value-driven guidance that drove user actions. Maintained 100% CRM documentation accuracy in HubSpot, building and cleaning reliable contact records to facilitate smooth pipeline handoffs. Researched user behavioral trends and data gaps, developing SOPs and knowledge resources that maximized conversion and platform adoption.
Led a distributed team of 30+ engagement agents across high-volume digital outreach and chat channels, coaching for tone, speed, and objection handling. Optimized outreach workflows and playbooks, reducing process lag times by 30% and elevating the data-collection culture across teams. Engaged and managed escalated billing and account opportunities, using business judgment, target research, and root-cause mapping to resolve friction and save revenue. Collaborated cross-functionally with Sales and Operations to design onboarding materials, remaining agile to adjust strategies for weekend and high-volume surge periods.
Conducted high-volume multi-channel outreach (email, phone, and live chat), capturing prospect needs with strong active listening and empathy. Documented customer data within CRM systems to track historical touchpoints, identifying upsell and expansion opportunities during routine outreach. Built high-retention client relationships through rapid, solution-focused written communication under tight time pressures and quota targets.
Cathy is very hardworking, one of her good traits is that she won’t give up until she has the solution of whatever task is assigned or difficulty that arises. She will be a good addition to any team.