Esther Ibikunle-Oluyode

Customer Experience Specialist with 5+ years of experience across healthcare, logistics, travel, and education support. Strong background in managing high-volume customer interactions, improving retention, and delivering empathetic, structured support in fast-paced environments. Skilled in CRM tools (Zoho, Slack, Google Workspace, Excel) with a consistent track record of 90%+ CSAT and high first-contact resolution rates.

Passionate about helping users successfully adopt and stay engaged with digital platforms through clear communication, onboarding support, and service excellence.

Customer Experience Associate - Unified Deliveries - Lagos, Nigeria

(2025-10)

• Managed daily customer interactions across delivery operations, ensuring timely updates and issue resolution
• Maintained high customer satisfaction through proactive communication and service recovery
• Supported 80–100 customers daily while ensuring accuracy in order tracking and updates
• Collaborated with operations teams to improve service efficiency and customer experience workflows

Reliance Care Officer (Customer Experience) - Reliance Health - Lagos, Nigeria

(2023-12 - 2025-07)

• Supported users on healthcare platform navigation, appointments, and service access
• Handled sensitive customer issues with empathy and structured escalation processes
• Achieved 90%+ CSAT through consistent follow-ups and ownership of customer issues
• Resolved ~90% of inquiries at first contact, improving customer experience efficiency

Customer Service Representative - Round D Globe Travels & Tours - Lagos, Nigeria

(2022-11 - 2023-10)

• Managed flight bookings, customer inquiries, and travel documentation support and assisted customers with changes, cancellations, and travel guidance
• Guided students with international study options and assisted with their applications and visa processing
• Handled 100+ monthly bookings with 98% accuracy
• Ensured smooth customer experience across booking lifecycle

Customer Service Representative - Givenbiz Pre Varsity - Lagos, Nigeria

(2022-07 - 2022-09)

• Supported students and parents with onboarding and academic inquiries
• Coordinated communication between clients and administrative teams
• Maintained accurate records and timely responses

Customer Service Representative - Lexshield Properties - Lagos, Nigeria

(2020-05 - 2020-09)

• Managed property inquiries and client communication
• Supported rental processes and customer follow-ups
• Maintained organized client records and service logs