Esther John

ESTHER JOHN UYAI Professional summary: Experienced Customer Service Specialist with over 4 years of delivering excellent support and building strong client relationships. Proficient in using CRM and communication tools like HubSpot, Zendesk, Freshdesk, and Intercom to manage customer interactions efficiently. Known for exceptional problem-solving skills, attention to detail, and a proactive approach to addressing customer needs. Successfully handled high-volume inquiries, resolved issues promptly, and ensured high customer satisfaction. Strong organizational skills and dedication to continuous improvement and operational efficiency. Excels in both independent and team environments, consistently meeting and exceeding performance targets while maintaining a friendly and professional demeanor. Committed to providing outstanding service and fostering positive customer experiences. Bio Data Contact address: Road 5 Military Zone, Off Bon-Chief Rumuokwurusi Pipeline, Port Harcourt Phones: -, - Email:- Core Competence Soft Skills: Communication, Good Organization, Presentation, Self-control, Priority Management Skills, Dependability, Persuasion, Active listening, Tenacity, Resourcefulness, Positive attitude, Relationship building, Proactive mindset, Product knowledge, Time management, Public Speaking, Adaptability, Organization, detail to attention, Multitasking, Team management, Telemarketing, Cold Calling, Script reading, Inbound Calls, Outbound Calling, Telephone Etiquette, Scheduling, Conflict Resolution, Sales. Technical skills: Microsoft 365 Suite (Microsoft word, PowerPoint) Microsoft Access, Project Management (Trello, Asana, Monday.com), Customer support (Freshdesk, Zendesk), Customer Relationship Management (CRM) Software (HubSpot), Cloud storage/management tools (Google drive, One Drive, Dropbox) Appointment setting (calendly, clockify, google calendar Microsoft teams), Lead Generation (apollo.io, salesforce, Facebook ad). ADDITIONAL SKILLS  Knowledgeable in troubleshooting customer issues  Enthusiastic about providing solutions for clients  Excellent verbal communication and customer skills, with a pleasant and persuasive phone demeanor.  Outgoing and friendly  Proficiency in fast-paced multi-tasking  Eagerness to learn new technologies  Ability to stay calm when customers are stressed or upset  Willingness to learn, adapt and grow within the industry.  Strong interpersonal skills and the ability to build rapport with prospects over the phone.  Open to coaching and training  Comfortable making a high volume of outbound calls each day in a fast-paced environment.  Goal-oriented mindset with a proven track record of meeting or exceeding targets.  Ability to work independently with minimal supervision while also being a team player.  Good Problem – solving abilities  Basic computer skills Work Experiences Toyak Group – Delaware, United States. Customer Service Representative -)  Responded to customer inquiries via phone, email, and in-person, providing timely and accurate support.  Analyzed customer needs to offer personalized solutions and resolve issues efficiently.  Utilized effective phone etiquette and communication skills to build rapport with customers.  Conducted outbound calls to follow up on customer issues, ensuring satisfaction, and identifying opportunities for upselling and cross-selling. ● Used problem-solving skills to resolve complex customer issues and escalated concerns when necessary. ● Develop relationships with prospects by actively listening, demonstrating empathy, and showcasing the value proposition of our services. Churchman Geomatics Limited, Port Harcourt, Nigeria Customer Service (2022 – 2023)     Handled inbound customer service and sales calls, addressing a wide range of inquiries and issues with professionalism and efficiency. Responded promptly and effectively to customer inquiries, providing accurate information and resolving concerns to ensure high levels of satisfaction. Maintained comprehensive records of customer interactions, transactions, comments, and complaints, ensuring accurate documentation for follow-up and analysis. Served as the initial point of contact for potential customers, engaging them via phone to provide information, answer questions, and facilitate a positive first impression of the company. Kingworths Group, Iowa, United State. Customer Service Representative 2023 - 2024  Receive a high volume of inbound calls and emails  Communicate with customers to identify the reason for the customer’s call, collect relevant information, process requests, escalate complaints and provide helpful solution  Maintained a thorough understanding of products and services to provide accurate information to customers.  Document and update customer interaction within customer relationship management (CRM) system ● Assists customers with sales inquiries by directing them to the Sales Department and follows up to ensure their needs are met. ● Provided personalized, professional customer service experiences by building trust and developing strong customer relationships Education ● Digital Skillshop Academy Certificate of Participation Feb 2020 – March 2020 ● Coursera Technical Support, Data Entry, Customer Support - Feb 2024 – March 2024  Kenule Beeson Saro-Wiwa Polytechnic, Bori, Nigeria. National Diploma in English 2015 - 2017 ● Is-real Computers, Port – Harcourt Nigeria Computer Literacy 2013 - 2014 ● Flolidid Word College Senior Secondary School Certificate (WAEC) 2011 Tools that I am proficient in include: Zoho, zendesk, mailchimp, slack, Google suite, Microsoft suite, zoom, Skype, Acuity, Calendly, Time camp, Jira, HubSpot, FreshDesk, Asana, Trello, clickup, Monday.com, Apollo.io, CMS, Clockify, Time doctor, Zapier, Dropbox, Loom, Microsoft Teams, Artificial Intelligence tools, Intercom, Airbnb, Booking.com and others that I can learn within a short time