Esther Aluya
Customer Support Specialist
Dublin,Dublin 8
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Customer Service Representative
Fixus Ng
Lagos, Lagos
01.2018 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- For the last 4 years, I have stood as the bridge between the customers who place orders on the company’s website and social media channels and the excellent quality of service they receive when they send their devices in to be repaired
- I Improved customer CRM(Customer Relationship Management) by automating a feedback process for all orders, automating responses to customer inquiries during off-hours, implementing a rewards system to reward customer loyalty and writing newsletters to give customers updates about happenings within the company to make them feel more like a part of us
- I have designed and launched several marketing campaigns on social media platforms to drive sales and keep our audience engaged, by providing them with useful information about device care, damage prevention and giving them updates about new/recommended products or software that they would find useful
- I liaised with and assisted teammates across the company to formulate online marketing strategies that have increased customer acquisition rates by 50% and have also increased customer retention rates by 25% since I began working here.
- Streamlined the company’s feedback/complaints collection processes, and overall communications with customers by designing and implementing newsletters, warranty claiming features, feedback forms, and coming up with the idea for a chatbot, thereby increasing customer satisfaction by improving response times, providing quicker and more quality feedback to be integrated into the product and helping customers feel safer as a result of the more direct communication channels.
- Resolved conflicts and negotiated mutually beneficial agreements between customers.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Led projects and analyzed data to identify opportunities for improvement.
- Increased customer satisfaction by resolving issues regarding repairs.
Community Manager
Auxilium Youth Tribe
Lagos, Lagos
01.2018 - 12.2021
- Oversaw social media presence and aligned posts to include branding and trending ideas.
- Cultivated strong corporate image and identity with clear branding.
- I managed the day-to-day operations of the Auxilium Community, ensuring all activities were well organized and running smoothly.
- I implemented several strategies for attracting, onboarding, and retaining volunteers in the organization by consistently ensuring high engagement, participation through well organized and enriching events
- I liaised with numerous guest speakers, to plan schedules, answer inquiries, and guide their participation in our events to ensure that there were no hiccups, with a success rate of 100%
- I regularly responded to inquiries from potential sponsors, while relating with current sponsors to answer questions, relay feedback and provide useful information, consistently ensuring that our mailbox was kept as clean and tidy as possible
Student Brand Ambassador
Fixus Ng
Lagos, Lagos
10.2016 - 01.2018
- Engaged, educated and befriended customers to deliver amazing shopping experience.
- Increased brand awareness through event marketing, demonstrations, sales and brand promotion.
- I managed over 30 student customers on the Babcock University Campus, ensuring customers were happy and satisfied with a success rate of 98% which was tracked via customer survey forms
- I contributed to the positive image of the company by quickly resolving customer complaints and keeping the information/feedback loop flowing between customers and the broader Fixus organization
- I continuously exceeded the expectations of customers and my manager at Fixus and I was voted best campus ambassador 2 years in a row based on my attitude, tenacity and the results from customer satisfaction surveys
- Communicated product information with confidence and educated consumers about company.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
Education
Master of Science - Digital Marketing
09.2021 - Current
Bachelor of Science - International Law And Diplomacy
01.2015 - 07.2019
Skills
Complaint resolution
CRM
Key stakeholder relationship building
Empathy
Patience
Clear Communication Skills
Taking Responsibility
Timeline
Dublin Business School - Master of Science, Digital Marketing
09.2021 - Current
Customer Service Representative - Fixus Ng
01.2018 - 01.2022
Community Manager - Auxilium Youth Tribe
01.2018 - 12.2021
Student Brand Ambassador - Fixus Ng
10.2016 - 01.2018
Babcock University - Bachelor of Science, International Law And Diplomacy
01.2015 - 07.2019