Esther Lami Tela

ESTHER LAMI TELA CUSTOMER SUCCESS/CUSTOMER SUPPORT/CUSTOMER SERVICE PROFESSIONAL Contact Phone - Email - Address PROFESSIONAL SUMMARY Tech-savvy Virtual Assistant with over 5 years of experience in Customer Service and Support. Proven expertise in managing customer relationships, resolving issues efficiently, and enhancing customer satisfaction. Skilled in using various CRM tools, handling Shopify customer email support, and ensuring smooth operations for clients. Dedicated to continuous improvement and staying up-to-date with the latest technologies and best practices in customer service. Abuja, Nigeria. Education 2016 Bachelor of Science in Mathematics Education University of Maiduguri, Borno State. 2023 Airbnb Virtual Assistance/ Administrative Virtual Assistance Digital Hospitality Hub. 2023 IT Support, Customer Service/Support Digital Hospitality Hub. Expertise/ Skills Customer Service and Support Virtual Assistance Shopify Customer Email Support CRM Systems (e.g., Zendesk, Salesforce) Data Management Communication and Interpersonal Skills Problem-solving and Conflict Resolution Time Management and Organizational Skills Tech Savvy (Microsoft Office, Google Suite, Slack, Trello, Zapier, Canva) Languages English Hausa Igbo Yoruba WORK EXPERIENCE 2017 - 2019 2024 Retro Club Kits Shopify Store Customer Service Representative [email and chat support] Provide virtual assistance to client, focusing on customer service and support. Manage customer inquiries via email, chat, and phone, ensuring timely and satisfactory resolutions. Utilize CRM tools to track and manage customer interactions and issues. Assist with Shopify customer email support, handling order inquiries, returns, and complaints. Develop and implement processes to improve customer service efficiency and satisfaction. Conduct data entry and management tasks, maintaining accurate and up-to-date records. Support in various administrative tasks, including scheduling, email management, and document preparation. Let It Shine LLC, Chicago. 2023 - 2024 Customer Service Representative [email and chat support] Manage customer inquiries via email, chat, and phone, ensuring timely and satisfactory resolutions. Utilize CRM tools to track and manage customer interactions and issues. Email Marketing of products and services using Mail Chimp paid version. Develop and implement processes to improve customer service efficiency and satisfaction. Conduct data entry and management tasks, maintaining accurate and up-to-date records. Support in various administrative tasks, including scheduling, email management, and document preparation.