Esther Chidimma Onyekwere

ESTHER C. ONYEKWERE| CUSTOMER SERVICE REPRESENTATIVE- Abuja, Nigeria | - | LinkedIn PROFESSIONAL SUMMARY Dedicated Customer Service Representative with 3 years of experience in providing exceptional support to teams, and organizations adept at managing high-volume inquiries, resolving 90% of issues on the first call, and maintaining a 95% customer satisfaction rate. Proficient in CRM software and skilled in efficiently handling up to 75 daily customer interactions and in Microsoft Office, Google Suite. Known for strong problem-solving abilities, consistently exceeding performance targets while delivering exceptional customer support. CORE COMPETENCES/SKILLS ● ● ● ● ● ● ● ● ● ● ● ● Customer Relationship Management (CRM) Effective Communication Problem-Solving Active Listening Conflict Resolution Empathy and Patience Data Entry and Documentation Multitasking Product Knowledge Call Handling Team Collaboration Time Management and Organization Adaptability EDUCATION Bachelors of Education |University of Jos, Jos Guidance and Counseling (Economics) 2019 RELEVANT EXPERIENCE CUSTOMER SERVICE REPRESENTATIVE December 2021 – October 2024 Stanbic IBTC Bank ● Managed up to 80 customer inquiries daily via phone and in person. ● Resolved 85% of customer issues on the first contact. ● Maintained a 95% customer satisfaction rate through effective communication. ● Processed 50+ orders and returns daily, ensuring timely fulfillment. CUSTOMER SERVICE REPRESENTATIVE June 2021 - December 2023 Digital Witch Support Team (Remote) ● ● ● ● Logged 100% of customer interactions accurately in CRM software. Trained 5 new team members on customer service protocols and tools. Handled escalated cases, reducing complaint resolution time by 20%. Assisted in a 10% increase in customer retention through proactive follow-ups. ADMINISTRATIVE ASSISTANT December 2020 - May 2021 Center for Integrated Health Program (CIHP) ● Managed calendars for executives, scheduling and coordinating over 50 meetings and appointments monthly. ● Prepared and processed 100+ documents weekly, including reports, memos, and presentations. ● Handled office correspondence, including sorting and responding to 200+ emails daily. ● Organized & maintained filing systems, ensuring 100% accuracy in document retrieval and archiving. ● Managed office operations, including supplies, equipment, and maintenance. ● Coordinated training sessions, workshops, and seminars. ● Prepared meeting materials, agendas, and minutes. PROGRAM ASSISTANT December 2019 - December 2020 Center for Integrated Health Program (CIHP) Retention/Continuum to care ● Assured that clients due for drug refill are tracked back for drug refill through the use of community pharmacy for drug pick-up and those who are in far-to-reach/Heard to reach communities ● Facilitated community delivery of drugs for clients who missed appointments by Peer Health Educators (PHEs), CBO volunteers ● Delivered support and care for patients which includes counseling and basic care management Assisted in Gender Based Violence (GBV) Unit ● Regulate and mentored GBV case workers, assisted in orienting/training alongside capacity building of GBV case workers, also reviewing GBV activities across CIHP supported sites ● Assisted in developing and implementing project monitoring and evaluation plan, collecting Quantitative & Qualitative information during activities in line with and preparing monthly reports ● Monitoring post-GBV registers for completeness and accuracy CERTIFICATIONS AND COURSES ● Customer Service Representative -Alison ● Virtual Assistant Training - Empower Her Remotely TOOLS Google Workspace - Google Calendar- Zendesk - Livechat - Trello - MailChimp - HubSpot – Microsoft Teams- Dropbox- Canva - Buffer – Zoho CRM - Zoho Desk- Asana - Zoom – Notion – Zapier- Freshdesk