Amarachi Esther

AMARACHI ESTHER Customer Service & Support | Customer Success | Sales Representative | Executive Virtual Assistant PROFESSIONAL SUMMARY Results-driven Customer Service and Support Professional with 2+ years of experience delivering exceptional client experiences across in-person, email, chat, and social media channels. Skilled in resolving complex customer issues, building lasting client relationships, and supporting business growth through proactive communication. Certified in IT Support and Social Media Management; experienced Executive Virtual Assistant proficient in administrative coordination, inbox management, and remote team collaboration. CORE COMPETENCIES Customer Communication Problem Solving Conflict Resolution Time Management Customer Relations Social Media Support IT Support Executive VA Tasks Customer Support Sales Representative WORK EXPERIENCE Customer Support Representative | 042 Garden and Mall | Enugu, Nigeria January 2023 – 2025 • Responded to customer inquiries via in-person, phone, email, and social media channels, maintaining high satisfaction rates. • Resolved complaints and disputes promptly, d-escalating conflicts and ensuring positive outcomes for clients and the business. • Managed customer relationship touch-points, fostering loyalty and repeat engagement through personalized service delivery. • Maintained accurate records of customer interactions, issues, and resolutions using CRM and ticketing tools. • Collaborated with cross-functional teams to streamline customer on-boarding and improve service processes. • Recognized as Employee of the Year for excellence in customer support, efficient issue resolution, and sustained high CSAT scores. KEY ACHIEVEMENT 🏆 Employee of the Year — 042 Garden and Mall Awarded for consistently delivering outstanding customer support, resolving issues efficiently, and maintaining high levels of customer satisfaction across all service channels. EDUCATION & TRAINING Technical College — Enugu, Nigeria Digital Witches Academy — Online Certification Program Relevant coursework: Customer Service, Support & Success Specialist | Executive & Administrative Virtual Assistant | Social Media Management | IT Support | Virtual Assistance TOOLS & TECHNOLOGIES CRM & Helpdesk: Zendesk, Freshdesk, HubSpot CRM • Email: Gmail, Outlook • Social Media: Facebook, Instagram, Twitter/X, WhatsApp • Productivity: Google Workspace (Docs, Sheets, Drive), Microsoft Office Suite • Live Chat & Ticketing Tools • Scheduling & Calendar Management LANGUAGES English (Fluent — Written & Spoken) • Igbo (Native)