Ani Esther

Dedicated and empathetic Customer Service Representative with 3+ years of experience delivering exceptional support to clients. Proven track record of resolving customer complaints, improving satisfaction ratings, and driving sales growth through up-selling and cross-selling. Skilled in CRM software, Microsoft Office, and conflict resolution.

Possess excellent communication, active listening, and problem-solving skills. Self-motivated and adaptable, with a strong focus on customer satisfaction and loyalty. Seeking a challenging role that leverages my skills and experience to drive business success.

Customer Experience Representative - Independent Contractor - Remote

(2024-09)

• Utilized CRM software to track customers interactions, resulting in a 50% increase in customer satisfaction.
• Consistently delivered exceptional service by resolving customer inquiries via phone, email, and live chat, resulting in a 20% increase in customer satisfaction scores over six months.
• Led customer support team to achieve 85% satisfaction rate, exceeding target by 10%
• Proactively identified customer needs and recommended complementary products, contributing to a 25% boost in monthly sales revenue.
• Surpassed key performance indicators (KPIs) in customer satisfaction, response time, and query resolution.
• Processed an average of 30+ daily orders with 100% accuracy, ensuring timely delivery and customer satisfaction.

Chat Support Agent - Agbani District Hospital - Remote

(2023-07 - 2024-09)

• Resolved 95% of patient inquiries on the first contact, resulting in high satisfaction ratings.
• Consistently exceeded expectations, with a 25% increase in positive feedback.
• Improved response time by 30%, ensuring timely support for patients.
• Utilized problem-solving skills to resolve complex patient issues, with a 99% resolution rate.
• Maintained a high level of accuracy, with a 98% accuracy rate in addressing patient concerns.
• Continuously updated knowledge and skills, staying current with industry developments and best practice.

Sales Representative - Social Flare - Remote

(2023-07 - 2024-09)

• Generated and managed leads through cold calling, email campaigns, and social media outreach.
• Scheduled appointments and followed up with potential clients to convert leads into sales.
• Analyzed market trends to identify new business opportunities.
• Tracked and reported on sales metrics and KPIs to measure the effectiveness of lead generation efforts.
• Developed and maintained relationships with key clients to foster repeat business.

Virtual Assistant - Uyi Techical Company

(2021-11 - 2023-07)

• Developed and implemented a knowledge base, reducing repeat inquiries by 20%.
• Collaborated with clients to create customized support solutions, resulting in a 40% increase in sales.
• Completed tasks with a 99% accuracy rate, demonstrating attention to detail and organizational skills.
• Implemented efficient systems and processes, resulting in a 30% increase in productivity for clients.
• Developed and maintained complex calendars, ensuring timely appointments and meetings.
• Created and edited engaging content, including emails, reports, and social media posts.

Higher National Diploma (HND) - Microbiology - Institute of Management and Technology (2022-01) Enugu State, Nigeria