Esther

CHIDINMA ESTHER IKENWA
LAGOS
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

Dedicated and results-driven Customer Service Representative and Administrator with
over 3 years of expertise in customer service (calls, email, and chat), technical support,
and administration. Instrumental in achieving a remarkable 95% improvement in
customer retention. Skilled in customer relationship management, conflict resolution,
and maintaining a positive and empathetic approach. Eager to apply my proven skills to
contribute effectively in a similar role within your organization and achieve defined
goals.

WORK HISTORY
Chukwuemeka Odumegwu Ojukwu University
ADMINSTRATIVE ASSISTANT // January 2021 – Current
Ensure steady and timely correspondence in the Department
Establish an effective workflow process that resulted in 25% productivity increase
amongst administrative staff
Schedule meetings and calls between executive members and their subordinates
Manage CRM database effectively with clear data inputs and results
Oversee office inventory activities and procurement
Communicate corporate objectives across departments and related bodies
Took on additional tasks on manager's request.
Understood and adhered to company's health and safety policies.
Responded to telephone enquiries from clients, vendors and members of public.
Completed assigned work within deadlines and to company standards.
Demonstrated open communication and collaborated with various teams.
Handled various day-to-day admin responsibilities to maintain smooth business
operations.
Union Bank
TELESALES REPRESENTATIVE // January 2019 – January 2021
Delivered sales pitches to customers via manual and automatic dialling systems
Opened new accounts and documented personal demographic and payment
information in systems
Performed cold calling and follow-ups with leads to secure new revenue
Provided excellent customer service skills to new and existing customers
Used technology and computer skills required to assist customers in proffering
immediate solutions.
Responded to questions with knowledgeable responses.
Performed clerical and administrative duties like taking messages and transferring
calls.
Broke down objections using friendly, persuasive strategies.
Handled inbound telephone calls from interested customers.
 Contacted private individuals or businesses by telephone to solicit sales.
Maintained and recorded customer information in database.
Provided customers with knowledgeable and timely responses to questions and
concerns.
National Emergency Management Agency
CONTACT CENTER AGENT // January 2017 – January 2018
Analysed and escalated complaints, issues, and grievances to designated
departments for investigation and response
Evaluated callers' information to explore issues, develop potential solutions and
maintain high-quality service
Answered in-bound calls promptly in a high volume.
Recommended call routing strategies, reducing average on-hold times.
Established follow-up call systems to effectively resolve complaints and maintain
customer loyalty.
Increased client retention by building instant rapport and establishing customer
trust.
Improved call metric standards to exceed performance KPI targets.
Attended regular product training to enhance customer advice.
Trained junior agents on customer service excellence, boosting customer
satisfaction rates.

SKILLS
Customer Service Excellence: Proven Conflict Resolution: Proven ability to
ability to deliver exceptional customer analyze customer concerns, evaluate
service through various communication information, and develop potential
channels including calls, email, and solutions, contributing to effective
chat. Demonstrated skill in addressing conflict resolution and high-quality
customer inquiries, resolving issues, service delivery.
and maintaining a positive and Communication: Excellent verbal and
empathetic approach. written communication skills
Technical Support: Proficient in demonstrated through effective
providing technical assistance to communication of corporate objectives,
customers, utilizing technology and clear correspondence within
computer skills to troubleshoot departments, and timely response to
problems and offer immediate customer inquiries.
solutions, enhancing overall customer CRM Database Management: Proficient
experience. in managing CRM databases, ensuring
Administration: Skilled in accurate and organized data input,
administrative tasks such as resulting in actionable insights and
scheduling meetings, managing office informed decision-making.
inventory, and establishing efficient Team Collaboration: Skilled in
workflow processes that lead to collaborating with cross-functional
increased productivity and effective teams, including executive members,
communication. creative directors, and administrative
Sales and Telesales: Adept in sales staff, to achieve organizational
strategies, including cold calling, objectives and enhance operational
delivering persuasive sales pitches, and efficiency.
 nurturing leads to secure new revenue
streams. Strong ability to open new
accounts and document relevant
information accurately.

EDUCATION
B. Sc - History and International Relations
Paul University // 2017
Three-time Dean's honours.
Best Female Graduating Student in the

LANGUAGES
English
Native

LEADERSHIP & VOLUNTEERING
Outreach Director, ENGINE Community Development Service (NYSC)
Choir Chairman, Paul University
Student Representative, Council Constitution Committee, Paul University

REFERENCE
Available Upon request.