Esther Kori

ESTHER EBIERITEI KORI PROFILE SUMMARY: Dedicated customer support professional with over 3 years of experience providing exceptional service in fastpaced work environments. Skilled in managing inquiries, resolving complaints, and ensuring customer satisfaction. Proficient in using Zendesk and various other customer service tools. CORE SKILLS: • • • • • • Customer Support Complaint Resolution Technical Support Team Collaboration Attention to Detail Organizational Skills SOFT SKILLS: • • • • • • Active & Empathetic Listening Effective Communication Attention to Details Resourcefulness People Management Self-0rganizational skills EMPLOYMENT HISTORY: DIALLOG TELECOMMUNICATIONS, CANADA (REMOTE) Customer Service Specialist • • • • • • • Apr 2025- Till Date Serve as a primary point of contact for customers via phone and email, delivering prompt, courteous, and effective support. Handle inbound and outbound calls to address inquiries, provide technical support, and resolve billing and service-related issues. Update and maintain accurate customer information in internal systems, ensuring data integrity and compliance. Collaborate with cross-functional teams to escalate and resolve complex concerns, enhancing customer satisfaction. Monitor and manage service tickets to ensure timely resolution, adhering to company SLA targets. Consistently maintain a high first-call resolution rate and reduced average handling time by streamlining troubleshooting steps. Recognized for maintaining a response time of under 1 hour for email inquiries, contributing to a 25% increase in overall customer satisfaction ratings. HUMAN CAPITAL PARTNERS Front Desk /Customer Support Officer Jun 2021 – Mar 2024 Outline: Responsible for handling front desk and administration duties, including welcoming guests, answering phones, handling public inquiries, sorting and distributing mails. Monitors the company’s website for updates and make corrections where necessary. Lastly, follow-up on the firms marketing efforts through the various Social Media and Digital Marketing Channels. Reporting Relationship: Reports to Head, HR & Admin with dotted relationships with the Partners & Head, Brands Marketing & Corporate Communications. • • • • • • • • • • • Greets visitors and directs them to the appropriate offices. Ensures that the reception is always neat and tidy. Acts as Executive Assistant to the Partners Maintains and takes all requests via telephone calls and refers same to the appropriate unit. Ensures the visitors & client database is regularly updated. Makes sure key contact information is correctly captured on the list. Act as a reliable team player, contributing to a positive work environment and assisting colleagues as needed. Performs administrative tasks in support of recruiting efforts. Performs administrative tasks during onboarding for new employees into the firm. Act as a support admin/production assistant for trainings done via zoom. Send reminders for staff birthdays and ensure booking and delivery of cakes to all staff on their birthdays. Ensures credit facilities are renewed on all CUG lines every month. Ensure all incoming mails are properly received and recorded • • • • Develop/organize itineraries and schedules for staff, partners and assessment centres Take minutes at all staff general meetings Tracks, coordinate leads and sends to appropriate departmental heads or individuals for action Monitors information for update on the Firms Website REVOCUBE TECHNOLOGIES Customer Service Representative Jan 2019 – Jun 2020 Outline: Work within the customer service team, comprising of three members, to attend to enquiries and resolve problems for clients related to online orders; report to the Customer Service Manager. • Respond to customer emails and telephone calls to resolve problems such as wrong pin/form purchase, payments and refunds. • Deliver excellent customer service when offering advice in a professional and efficient manner. • Utilize interpersonal and communication skills while providing exceptional customer service and engaging with customers to tailor advice and recommendations. • Promptly attend to customers request and exceed expectations • Provide Administrative support for all of the company’s array of products • Managing and nurturing business leads generated by the sales team • Periodic website review and content development • Strategic social interaction and engagement across the company’s social media platforms • Special projects management and coordination Key Achievements • Successfully registered and attended to over eight thousand applications online from a newly launched product within 5 months. • Developed scripts on possible questions clients may ask in order to gain all the requisite Information about products and services. E.g, The FAQs on the website. POISE NIGERIA Client Relations/Administrative Assistant Apr 2018– Oct 2018 • Ensured that all telephone calls are answered promptly and customer queries. Requests and complaints were resolved. • Sent emails to clients to answer enquiries, and took ownership of all calls and queries answered. • Utilized available resources to research required information for callers, walk-in clients, and followed up with customers and returned telephone calls when required. • Provided administrative functions, support and special projects within the confines of my portfolio • Front desk support • Coordinated the smooth running of daily office operations • Ensured that all memos for recurrent expenditure are forwarded to the accounts department for approval • Managed office stock and preparing regular report • Responsible for the procurement of quarterly replenishment company toiletries and training materials • Planned and coordinated travel arrangement and accommodation for staff members • Managed office supplies and general office facility maintenance evaluation EDUCATION: University of Benin 2011 – 2015 B.Sc. (Ed) Educational Management/Political Science VOLUNTARY EXPERIENCES: • • • • • Volunteer, Nigerian Bottling Company (NBC) Youth Development Work skills Programme (October, 2017) Executive Team Lead, Protocol Unit, The Fearless Conference (March, 2017) Certificate of Recommendation of Service, God’s Care Orphanage Home (March, 2017) Music Director, Baptist Student Fellowship (May, 2013) Secretary, Anti-Corruption Community Development Service Group, NYSC (August, 2016) ADDITIONAL INFORMATION: IT Skills: Microsoft Office including Word, Excel, and PowerPoint, Canva, Hubspot, Zendesk, Bitrix24, Tawk.to.