Esther Ekanem
$8/hr
Customer Service Virtual Assistant | Remote Support Specialist | CRM Tools Pro
Esther Ekanem
Customer Service Representative |
Inbound/Outbound Call Support | CRM &
Case Management Systems
PROFESSIONAL SUMMARY
Experienced and empathetic Customer Service Representative with
over 4.5 years supporting customers through inbound calls, chat,
email, and SMS across e-commerce, logistics, and academic
environments. Skilled in case management, CRM tools (Zendesk,
Freshdesk, HubSpot), and resolving inquiries in line with SOPs,
escalation policies, and quality standards. Known for accurate
documentation, multi-channel communication, and clear coordination
with team members and external stakeholders. Adept at promoting
self-service tools like portals and FAQs to enhance customer
efficiency and satisfaction.
CORE COMPETENCIES
Technical Skills:
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CRM Platforms: Zendesk, Freshdesk, HubSpot, GoHighLevel
Case Management & Interaction Logging
Multi-Channel Support: Phone, Chat, Email, SMS
Microsoft 365: Outlook, Teams, OneDrive
Google Workspace: Docs, Sheets, Gmail, Calendar
Appointment Scheduling & Reminders
Online Portal Support & FAQ Navigation
Productivity Tools: Trello, Asana, Zoom
Fast Typing Speed (45+ WPM with 95% Accuracy)
Transferable Skills:
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Inbound & Outbound Communication
Escalation Handling & SOP Adherence
Conflict Resolution & Customer Retention
Coordination with Internal Teams & External Professionals
High Attention to Detail & Policy Compliance
Empathy, Patience & Professionalism
Quality-Focused Service Delivery
Nigerian |Akwa-Ibom, Nigeria |
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LinkedIn:
https://www.linkedin.com/in/est
her-ekanem
CERTIFICATION
ALX Virtual Assistant
Program
Certificate of
Completion with
Honors | July 2022 –
September 2022
Digital Witch IT
Support Training
Program
Certificate of
Completion | May
2024 – June 2024
DreamPort
Independent
Travel Manager
Program
Certificate of
Completion | June
2024 – July 2024
LANGUAGES
English: Fluent
● Adaptability in Fast-Paced Environments
● Clear & Courteous Communication
● Team Collaboration & Knowledge Sharing
PROFESSIONAL EXPERIENCE
Remote Customer Support Representative
Treasure’s Stores ‘n’ More – Uyo, Nigeria | Nov 2021 – June 2024
● Answered high-volume inbound customer calls and
chats, resolving inquiries related to orders, returns, and
logistics.
● Handled inquiries through phone, chat, email, and
occasionally WhatsApp, maintaining a 95%+
satisfaction rate.
● Provided real-time assistance and support using
Zendesk and Freshdesk, documenting each interaction
accurately per internal quality guidelines.
● Followed SOPs and escalation paths for complex
issues requiring team intervention or further
investigation.
● Used FAQ documents and knowledge base articles to
guide customers on common issues and self-service
tools.
● Supported mobile access to order status and promoted
the use of customer portal features.
● Maintained strict adherence to scheduled hours and
weekly targets.
Customer Service VA – E-Commerce & Logistics
SirTrust Logistics – Uyo, Nigeria | May 2020 – May 2021
● Provided inbound and outbound support for 15+
e-commerce brands via phone, chat, and email.
● Used Freshdesk and HubSpot CRM to track inquiries,
update customer records, and escalate cases where
needed.
● Scheduled deliveries, confirmed appointments, and
resolved conflicts related to delivery times and
payment.
● Logged all communications and actions for each
customer interaction in the CRM system for full
traceability.
● Used internal FAQs and SOP guidelines to resolve
routine customer complaints.
● Promoted use of self-help resources and simplified
instructions for new users navigating e-commerce
portals.
Library Assistant – Information Services & User Support
University of Uyo Library – Uyo, Nigeria | Feb 2019 – Feb 2020
● Provided frontline support for students and staff through
in-person, phone, and email communication.
● Answered inquiries, located materials, and assisted
with online database navigation and library systems.
● Maintained logs and records of book lending, user
activity, and technical support cases.
● Coordinated with departmental heads to update users
on policy changes, schedules, and resource availability.
EDUCATION
University of Uyo, Akwa-Ibom — Bachelor’s Degree
December 2016 - April 2023
B.Lis, LIbrary and Information Science
University of Uyo, Akwa-Ibom — Diploma
February 2013 - July 2015
Diploma, LIbrary and Information Science
