SULEMAN ESTHER
Summary
Results-driven professional with extensive experience as a Customer Support Representative, Administrative Assistant, and Sales Representative. Proven track record of building strong client relationships, achieving sales targets, and improving customer satisfaction. Expertise in managing CRM systems, streamlining administrative tasks, and providing efficient customer support across multiple channels. Thrives in dynamic environments, excels at multitasking, and consistently delivers high-quality results through meticulous attention to detail and proactive problem-solving. Committed to driving business growth, ensuring client retention, and supporting team productivity. Prioritizes effective communication and organization in all aspects of work.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Nuelika Infinity Limited
01.2022 - 12.2024
- Resolved customer issues on first contact 85% of the time, improving customer satisfaction and reducing follow-up requests
- Managed customer feedback and escalations, achieving a 20% reduction in complaints through pro-active problem-solving
- Assisted customers across various channels (phone, email, chat), achieving an average 4.8/5 satisfaction score
- Processed and tracked 100+ orders weekly, ensuring accurate and on-time delivery for customers
- Handled high-volume peak seasons with ease, maintaining service quality and reducing wait times by 25%
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflict
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Contributed to sales growth by up selling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Adminstative Assistant
Onepipe.io Services Limited
01.2020 - 01.2022
- Organized travel arrangements and itineraries, achieving a 20% reduction in travel costs through vendor negotiations and efficient booking
- Prepared and edited 100+ documents monthly, ensuring 98% accuracy and professionalism in client-facing materials
- Maintained a CRM database with 500+ contacts, ensuring up-to-date information and optimizing client outreach.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
Sales Representative
Referrizer
01.2019 - 01.2020
- Sourced 100+ qualified leads per month through targeted outreach in SEO and digital marketing sectors, resulting in a 25% increase in conversion rates
- Achieved a 30% upsell rate by recommending advanced SEO packages, contributing to a 20% boost in revenue
- Managed a CRM database of over 500 clients, streamlining follow-up processes and increasing sales efficiency by 35%
- Onboarded 15+ new SEO clients per month, ensuring a smooth transition with a 95% satisfaction rate in the first 90 days
- Delivered 50+ sales presentations per month with an average conversion rate of 35%, highlighting product benefits to drive client interest
Education
Bachelor In Science - Biochemistry
AMBROSE ALLI UNIVERSITY
Edo01.2019
Skills
- Problem Solving
- Adaptability
- Team Leadership
- Sales Strategy
- Execution
- Organization
- Time Management
- CRM tools
- Effective Communication
- Negotiation Skills
Certification
AFRIMENT VIRTUAL ASSISTANT CERTIFICATION
Languages
English
References
Available on request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of [Number] staff members.
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceSoftware
GOOD COMMUNICATION SKILL
Interests
I LOVE TRAVELLING AND MAKING NEW FRIENDS
Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Customer Service Representative
Nuelika Infinity Limited
01.2022 - 12.2024
Adminstative Assistant
Onepipe.io Services Limited
01.2020 - 01.2022
Sales Representative
Referrizer
01.2019 - 01.2020
Bachelor In Science - Biochemistry
AMBROSE ALLI UNIVERSITY
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