Esther Ashiedu

Results-driven Customer Service Specialist with 4+ years managing international client relationships across the US, Canada, and Nigeria in fully remote environments. Proven expertise in omni-channel support, CRM management, ticket lifecycle management, and cross-functional collaboration. Consistent record of exceeding KPIs and reducing response times in fast-paced remote-first settings.

Inbound Customer Service Representative at Call Gurus (2025-01 – 2026-06)

• Managed customer communication across calls and email for multiple client campaigns
• Handled high-volume inbound calls, addressing customer questions and routing requests appropriately
• Maintained accurate documentation and followed campaign scripts and compliance guidelines
• Translated complex technical documentation into user-friendly language to improve customer adoption rates
• Collaborated with product and support teams to identify user friction points and improve digital UX

Customer Relations Expert at Speciality Life Insurance (2023-12 – 2024-12)

• Consistently surpassed KPIs, delivering 8+ warm client transfers daily to Licensed Life Insurance Advisors
• Managed CRM data capture, lead segmentation, and follow-up for international inbound pipelines
• Built strong client rapport that drove high lead-to-conversion metrics through tailored value propositions

Customer Relations Expert at North Star Insurance Advisors, LLC (2022-06 – 2023-12)

• Resolved 500+ client inquiries via synchronized phone and email queues, boosting retention and satisfaction
• Developed and deployed customer service SOPs that reduced response turnaround times by 30%
• Managed cross-border data processing and secure client profile transitions while maintaining compliance

Assistant Project Manager at Exclusive Blogging Summit (2021-04 – 2022-05)

• Coordinated digital bootcamps for 70+ participants using Agile frameworks, achieving 90% satisfaction rate
• Managed content filing, participant communications, and WordPress migration reducing tech time by 40%

B.A. in English and Literary Studies – University of Nigeria, Nsukka (2015 – 2019)