Esther Anih

ESTHER ANIH Customer Service Specialist | Cold Caller | Appointment Setter Lagos, Nigeria- PROFESSIONAL SUMMARY Results-driven Customer Service Specialist and Cold Calling Professional with strong experience in outbound prospecting, appointment setting, lead qualification, and customer relationship management across remote international campaigns. Skilled in handling high-volume customer interactions, converting prospects into qualified appointments, managing CRM pipelines, and maintaining customer satisfaction through structured communication and follow-up strategies. Proficient in HubSpot, Salesforce, Slack, Zoom, and Google Workspace, with a consistent track record of improving engagement quality, pipeline efficiency, and conversion outcomes in fast-paced sales environments. CORE COMPETENCIES Cold Calling and Outbound Prospecting Appointment Setting and Calendar Management Customer Service and Customer Retention Lead Qualification and Pipeline Development CRM Management (HubSpot, Salesforce) Objection Handling and Rapport Building Sales Pipeline Support Follow-Up Strategy Execution Customer Complaint Resolution High-Volume Call Handling Remote Communication (Slack, Zoom, Google Workspace) Call Script Optimization Performance Tracking and KPI Improvement PROFESSIONAL EXPERIENCE Appointment Setter | Customer Service Marketing Transformers | Jun 2025 – Jan 2026 - Conducted outbound calls for US and Australian roofing and real estate campaigns to generate qualified leads and book appointments. - Screened and qualified prospects based on predefined criteria to improve sales team efficiency and reduce unqualified bookings. - Scheduled and confirmed appointments with decision-makers, brokers, and business owners. - Contributed to improved booking efficiency through structured follow-ups and consistent pipeline management. Cold Caller and Appointment Setter Jacques Conversion – UK Advertising Campaign | Dec 2024 – Jul 2025 - Executed high-volume outbound calling campaigns targeting UK businesses to promote advertising and marketing services. - Identified customer needs, handled objections, and converted prospects into booked appointments for sales representatives. - Maintained accurate CRM records and ensured timely follow-ups to maximize conversion rates. - Supported performance improvements through disciplined adherence to call scripts and adaptive communication techniques. Sales Development Representative 042 Donuts | Nov 2023 – Oct 2024 - Managed inbound and outbound leads using HubSpot CRM, ensuring consistent pipeline progression. - Scheduled qualified appointments for the sales team and supported deal closure efforts. - Improved lead follow-up consistency through structured tracking and communication workflows. - Identified upsell opportunities during customer interactions to support revenue growth. Customer Service Representative and Team Lead MacNebeson Ltd | Sep 2023 – Oct 2023 - Managed inbound and outbound customer communications to resolve issues and generate leads. - Supervised and supported junior agents, improving service consistency and call quality. - Reduced handling inefficiencies through improved call structure and customer response techniques. - Ensured daily performance targets were met through active monitoring of team communication. Assistant Customer Support Manager (Hybrid) Mercy Mother Child Care | Jan 2022 – Aug 2023 - Handled 80+ daily customer inquiries across phone and chat while maintaining service quality standards. - Coordinated team workflows using Slack and Zoom to improve response speed and task allocation. - Strengthened customer retention through proactive follow-ups and issue resolution. - Supported overall customer service operations to ensure consistent client satisfaction. CERTIFICATIONS Social Media Management – HubSpot Academy Introduction to Data Analysis – Coursera EDUCATION Bachelor of Science (B.Sc.) in Business Management University of Nigeria, Enugu Campus LEADERSHIP EXPERIENCE Member, The Tax Club (TTC), UNN Delivered presentations and research reports during academic seminars. Speaker, Department of Business Management Legislative Council University of Nigeria, Enugu Campus TECHNICAL TOOLS HubSpot | Salesforce | Slack | Zoom | Google Workspace Cold Calling | Appointment Setting | Lead Qualification | Customer Support | Objection Handling | CRM Management