Zendesk
Esther Ekanem
Remote Customer Service Representative
Uyo,Akwa-Ibom
Summary
Experienced and results-driven Remote Customer Service Representative with over three years of delivering exceptional customer support through phone, email, and chat. Demonstrated expertise in efficiently managing high call volumes, resolving inquiries promptly, and consistently surpassing key performance indicators (KPIs). Known for active listening, multitasking, and providing customized solutions to enhance customer satisfaction and foster loyalty. Proficient in software applications, web browsers, and CRM tools. Strong commitment to professionalism and effective problem-solving.
Overview
4
4
years of professional experience
9
9
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Customer Service Representative
Treasure's Stores 'n' More
Uyo, Akwa Ibom State
11.2021 - 06.2024
- Managed over 150 customer interactions daily via phone, email, and chat, maintaining a 95% customer satisfaction rate
- Resolved 90% of customer inquiries and complaints during the first interaction, exceeding the company's First Call Resolution (FCR) target by 10%
- Maintained and updated customer records with 98% accuracy, ensuring compliance with reporting standards
- Proactively identified service delivery gaps and improved response time, reducing resolution time by 20%
- Supported promotional events by providing customers with accurate event and product information, contributing to a 15% sales revenue increase within six months
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Sir Trust Logistics
Uyo, Akwa Ibom State
05.2020 - 05.2021
- Provided prompt assistance to an average of 80 daily inquiries regarding shipments and delivery schedules, achieving a 98% accuracy rate
- Effectively managed escalated issues, reducing customer complaints by 25% within six months
- Collaborated with internal teams to streamline operations, ensuring on-time delivery and enhancing customer trust
- Ensured customer trust by providing clear, concise updates on service progress and maintaining professional communication
- Proactively identified service delivery gaps and improved response time, reducing resolution time by 20%
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor's Degree - Library and Information Science
University of Uyo
Uyo, Akwa Ibom State, Nigeria 12.2016 - 04.2023
Diploma - Library and Information Science
University of Uyo
Uyo, Akwa Ibom State, Nigeria 02.2013 - 07.2015
Skills
Outstanding Customer Service
Cross-Channel Messaging Expertise
Effective Listening
Emotional Intelligence
Prioritization and Planning
Comprehensive Product Knowledge
Call management
Problem-solving
Adaptability and flexibility
Complaint resolution
CRM software proficiency
Lead generation
Live chat support
Certification
Certificate of Completion, Digital Witch IT Support Training Program, Lagos, Nigeria, 05/01/24, 06/30/24
Accomplishments
- Conflict Resolution – Managed customer account inquiries, provided accurate information, and resolved product/service complaints to ensure customer satisfaction.
- Customer Follow-up – Conducted post-purchase follow-up calls to ensure customer satisfaction with products and services.
- Product Promotion – Upsold products and encouraged customers to upgrade their plans, enhancing overall sales performance.
- Telephone Service – Handled 80+ calls daily, delivering accurate information and high-quality service to maximize customer satisfaction.
- Customer Relations – Consistently achieved top customer satisfaction ratings across the company.
- Monetary Transactions – Processed cash, check, credit, and automatic debit transactions with 100% accuracy.
- Process Improvement – Reduced response times and improved support efficiency by implementing Freshdesk for customer ticketing.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsPaid time offCompany CultureTeam Building / Company RetreatsPaid sick leave401k matchSoftware
Freshdesk
Zoho CRM
Leadscrape
Apoloio
Timeline
Customer Service Representative
Treasure's Stores 'n' More
11.2021 - 06.2024
Customer Service Representative
Sir Trust Logistics
05.2020 - 05.2021
Bachelor's Degree - Library and Information Science
University of Uyo
12.2016 - 04.2023
Diploma - Library and Information Science
University of Uyo
02.2013 - 07.2015