Esther Lucky

Esther Lucky Okpabi - |- Port Harcourt, Nigeria PROFESSIONAL SUMMARY Dedicated and results-driven Customer Representative with few years of experience in providing exceptional customer service in various industries. Proven expertise in handling complex customer inquiries, resolving issues, and maintaining a high level of customer satisfaction. Possessing a strong foundation in accounting principles, I am adept at managing financial aspects during customer interactions.Highly adaptable, and a proven ability to thrive in remote settings and manage multiple tasks efficiently with a strong communication and problem-solving skills in building lasting customer relationships and business growth. TECHNICAL SKILLS AND OTHER KEY SKILLS • Microsoft word, Excel, and PowerPoint Accounting software such as QuickBooks and Sage One Accounting Customer Relationships Management software or similar tools Data entry Email support Strong interpersonal and management skills Emotional intelligence Team collaboration Strong communication and active listening skills EXPERIENCE Outbound/Inbound Call Center Agent(Remote) Insurance Supermarket Insurance- Jan 2024-Dec 2024 • Received total of 100 inbound and outbound calls , emails, or chats per day • Followed up on customer inquiries that were not immediately resolved. •Documented all call information in a call center database. •Provided information about products, services, and company policies  • Processed orders, forms, and requests of customers  Outbound/ Inbound Call Center Agent(Remote) GlobalTech enterprises- March 2023-Nov2023 Assisted customers in a fast-paced environment, resolving inquiries, and providing product information. Utilized accounting background to handle billing, invoicing, and financial transactions. Collaborated with the sales team to identify and pursue upselling opportunities, resulting in a 15% increase in revenue. Delivered high quality customer service, addressing a variety of customer needs, including technical support and account management Participated in peer side-by-side coaching as needed. Customer Service Representative(Hybrid) Ideascorp Limited- Jan 2022-Feb 2023 Responded to customer inquiries through various channels, including phone, email, and chat, ensuring high customer satisfaction. Managed customer accounts and processed financial transactions with precision, reducing errors by 20%. Maintained accurate records of customer interactions and feedback, contributing to data-driven improvements in service quality. Contributed to the development of customer service training materials, enhancing team members understanding of accounting-related matters. Recognized as a top-performing team member for consistently exceeding monthly customer satisfaction targets. Collaborated with cross functional teams to ensure smooth issue resolution and customer follow up. EDUCATION August 2019 Rivers State University, Port - Harcourt – Bachelor of Science, Accounting- Related coursework Highlights: Financial statement analysis,Cost Accounting,Communication and Conflict Resolution,Customer Relationship Management (CRM),Accounting Information Systems,Managerial Accounting. CERTIFICATION The Institute of Chartered Accountants of Nigeria (ICAN) – In view. July 2022 • Short Course: Charles Sturt University, Australia – Project Management PMBOK7 LANGUAGE REFEREE Available on request