Nsikan

NSIKAN ESSIEN
WhatsApp: [відкрити контакти](див. вище в блоці «контактна інформація») | Email: [відкрити контакти](див. вище в блоці «контактна інформація») | Telegram: Nsikanabasi0 | Location: Remote (Global)
LinkedIn: [відкрити контакти](див. вище в блоці «контактна інформація») | Portfolio: Proof of Work

PROFESSIONAL SUMMARY
Results-driven Inbound Sales and Customer Support Specialist with over two years of experience managing high-volume incoming
customer inquiries, service booking pipelines, and remote customer operations. Proven track record converting residential (B2C) and
commercial (B2B) leads, coordinating field technician scheduling, and leveraging AI tools and CRM systems to streamline dispatch and
inquiry workflows. Skilled in consultative selling, customer retention, technical problem resolution, and meeting strict Service Level
Agreements (SLAs).

WORK EXPERIENCE
TECHVILL APPLIANCE REPAIR LTD. Remote (Canada)
Inbound Sales & Service Support Coordinator May 2025 – May 2026
• Inbound Lead Conversion & Booking: Handled incoming inquiries via phone, email, and live messaging from residential (B2C)
clients and commercial property managers (B2B), identifying repair needs and successfully booking service appointments.
• Dispatch & Appointment Scheduling: Coordinated and scheduled appliance repair appointments for tenants and regular residential
customers using ServiceTitan and Google Calendar, optimizing technician calendars and reducing response times.
• AI-Assisted Technical Support & Parts Sourcing: Leveraged AI tools to rapidly identify, cross-reference, and locate correct appliance
model part numbers and technical schematics, enabling technicians to place accurate part orders for first-time fix rates.
• CRM Management & Follow-ups: Maintained comprehensive customer records and tracked open job statuses using Kommo CRM
and ServiceTitan, managing post-service customer inquiries and ensuring high satisfaction levels.
VITALITY CARE WELLNESS Remote
Inbound Sales & Support Representative March 2024 – May 2025
• Consultative Inbound Selling: Guided prospective clients through inbound product discovery sessions, logging deal pipelines inside
Zoho CRM to drive high-ticket conversions and increase average order values.
• Customer Care & Escalation Resolution: Managed incoming customer requests across live chat, email, and phone systems,
establishing strong client rapport and providing fast resolution to maximize post-purchase satisfaction.
• Pipeline Tracking & Repeat Sales: Maintained detailed CRM records of customer purchase histories and inbound touchpoints in Zoho
CRM, applying targeted retention workflows to drive repeat sales.
• Order Processing & Fulfillment Logistics: Coordinated end-to-end processing for incoming customer orders and aligned priority
delivery schedules to ensure high fulfillment accuracy.

EDUCATION & CERTIFICATIONS
ESTATE MODEL HIGH SCHOOL Nigeria
Senior School Certificate Examination (SSCE) September 2017 – May 2023
Professional Certifications: Jumpstart Zapier Certification (Zapier) • Customer Care & Complaint Management (Atingi Certification)

SKILLS & COMPETENCIES
Enterprise Tools & CRMs: ServiceTitan, Kommo CRM, Google Calendar, Zoho CRM, AI Search Tools, Property Meld, CallRail, Slack,
WhatsApp Business, Google Workspace.
Sales & Support Expertise: Inbound Sales & Lead Conversion, B2C Customer Support, B2B Account Inquiries, Service Dispatch &
Scheduling, Technical Appliance Parts Sourcing, Consultative Selling, Customer Retention, High-Volume SLA Compliance.
Soft Skills: Active Listening, Technical Troubleshooting, Empathy, Adaptability, Rapid Workflow Learning, Time Management,
Interpersonal Collaboration.
Languages: English (Fluent / C1 Level Proficiency).