Azubuike Esther

Esther Azubuike No 12 ologuneru, eleyele road, Ibadan. - |- Objective I am compassionate and detail-oriented Customer Support Specialist with nearly 3 years of experience, currently working with a health support platform to assist patients and clients with inquiries, appointment scheduling, and wellness-related concerns. I am skilled at handling sensitive information with discretion, providing empathetic communication, and ensuring every interaction is supportive and efficient. With a strong background in virtual assistance and call center operations, I aim to contribute to a healthcare organization or service-oriented company where care, clarity, and excellent service are core values. My goal is to continue making a difference by being a reliable point of contact for clients in need. Experience Call Center Agent January 2022 - March 2022 SwiftConnect Solutions Managed 80–100 inbound and outbound calls daily, providing customer support for billing inquiries, technical issues, and general service questions. Achieved a 97% customer satisfaction rating through empathetic listening and prompt problem-solving. Worked under pressure during peak hours while maintaining professionalism and accuracy. Recognized by team leads for consistently exceeding performance KPIs and maintaining a positive attitude. Call Center Agent April 2022 - December 2022 AxisComm Solutions Answered inbound calls from customers in multiple time zones, offering support on billing and account management. Maintained accurate records using Salesforce CRM, ensuring follow-ups and callbacks were completed within SLAs. Handled high-stress situations with calm professionalism, de-escalating complaints and turning negative experiences into positive ones. Contributed ideas during weekly meetings that led to improved call scripting and faster resolutions. Praised by supervisors for punctuality, adaptability, and strong work ethic. Customer Support Representative February 2023 - June 2023 BrightConnect Solutions Provided first-line support for customers via phone and email under the supervision of senior agents. Logged customer complaints accurately into CRM software (Zendesk), ensuring proper documentation and follow-up. Escalated unresolved issues to appropriate departments with detailed case summaries. Developed strong communication skills and the ability to remain calm under pressure. Earned praise for attention to detail and ability to learn company systems quickly. Customer Care Representative August 2023 - September 2023 TeleCare Services Responded to customer inquiries via voice, chat, and email with a focus on empathy and first-contact resolution. Assisted in a successful company initiative to reduce call wait times by 40%, helping to redesign the call routing system. Built rapport with clients, resulting in repeat callers requesting assistance from the same agent (loyalty indicator). Supported team leaders by compiling weekly call logs and preparing customer satisfaction reports. Awarded “Most Improved Agent” for Q4 2023 due to outstanding progress and commitment Customer Support Representative October 2023 - November 2023 ClearVoice Support Group Assisted clients across the US and UK markets with account setup, payment processing, and general service inquiries. Excelled in remote communication and consistently met response time targets and resolution goals. Demonstrated strong multitasking skills by managing chat, email, and voice support channels simultaneously. Took ownership of unresolved issues and followed up until complete resolution, improving retention rates. Customer Service Representative January 2024 - March 2024 NovaCall Services Responded to customer inquiries via phone and email, resolving issues related to product orders, returns, and account access. Maintained a 94% average customer satisfaction rating by handling queries with patience and professionalism. Handled daily logs, complaint tracking, and follow-ups using internal CRM tools. Identified recurring customer issues and provided feedback to the product team, leading to process improvements. Recognized for maintaining a calm demeanor during system downtimes and peak call hours. Virtual Assistant – Administrative Support March 2024 - May 2024 EliteTask Solutions Provided daily administrative support to busy entrepreneurs, managing emails, scheduling meetings, and organizing digital files. Handled data entry, spreadsheet creation, and task tracking using tools like Google Workspace and Trello. Improved client response time by organizing and automating their inbox with filters and templates. Maintained confidentiality while managing sensitive business information and contracts. Praised for proactive problem-solving and excellent time management. Virtual Assistant – Customer Support & E-commerce June 2024 - November 2024 CoreConnect e-Services Assisted customers with order tracking, returns, and product inquiries through email and live chat. Managed product listings, descriptions, and price updates on Shopify and WooCommerce platforms. Handled bulk data entry tasks, reviews moderation, and product inventory updates. Collaborated with the marketing team to gather customer feedback and identify areas for improvement. Maintained a friendly and helpful tone while working independently under minimal supervision. Chat Support Representative November 2024 - March 2025 WellCare Assist Platform Provide real-time support to patients and clients through live chat, addressing questions about symptoms, appointment bookings, medication reminders, and general health concerns. Handle sensitive personal health information (PHI) with confidentiality, following HIPAA and data protection guidelines. Work closely with nurses and administrative teams to ensure timely responses, follow-ups, and escalation of urgent health issues. Maintain a calm, professional, and empathetic tone while assisting distressed or unwell users. Successfully manage 60–80 chats daily, resolving most inquiries within the first interaction. Contributed to the creation of a chat response template library to ensure consistency and accuracy in communication. Education Course / Degree School / University Call Center Agent RemoteEdge Academy Skills Speaking clearly and professionally on the phone Finding quick and effective solutions under pressure Building trust and loyalty Handling diverse customer types and unexpected situations Prioritizing tasks and managing schedules effectively Proficiency in tools like Google workspace , Trello, Zoom, canva, slack etc. Accurate handling of spreadsheets, CRMs, and client records Finding accurate information fast and organising it neatly Ensuring issues are resolved fully and on time Upselling or cross-selling when appropriate Grade / Score Year 2022