Esther Nkanu

Esther Nkanu North York, ON M2N 6X4-- Customer service and sales professional with 10+ years of experience exceeding sales targets by up to 25%, increasing customer retention, and driving revenue growth in diverse industries. Skilled in business development, CRM software, and customer engagement. Proven ability to build strong client relationships, resolve issues efficiently, and optimize sales strategies to boost revenue. Sponsorship required to work in the US Personal Details Highest Level of Education: Bachelor's Degree Total years of experience: 10 Work Experience Customer Service Representative TTC-Toronto, ON August 2023 to Present • • • • • Deliver exceptional customer service by promptly addressing inquiries and concerns. Assist passengers with route information, fare details, and transit schedules. Resolve customer complaints and escalations calmly and courteously. Collaborate with TTC staff to ensure passenger safety and compliance with transit policies. Communicate effectively with passengers, colleagues, and supervisors to improve service delivery. Business Development and Sales Representative JK&O-Lagos October 2019 to June 2023 • Developed and executed strategic sales plans to achieve and exceed revenue targets. • Identified and pursued new business opportunities through market research and networking. • Implemented effective cold-calling strategies, resulting in 20% growth in the client base. • Cultivated and maintained strong relationships with key clients, resulting in increased customer satisfaction and loyalty. • Exceeded annual revenue targets by 25% through strategic account management and new business development Senior Digital Banking Officer GTBank-Lagos January 2017 to February 2020 • • • • Managed debit and credit card operations, including issuance, replacements, and dispute resolution. Monitored and analyzed digital transactions to detect fraudulent activities. Led customer education initiatives on safe digital banking practices. Collaborated with IT and security teams to optimize system functionality and safeguard data. Call Centre Agent GTBank-Lagos October 2014 to December 2016 • Handled a high volume of customer calls, addressing banking inquiries and services. • Processed customer transactions, ensuring accuracy and regulatory compliance. • Resolved customer complaints professionally, maintaining high satisfaction rates. • Conducted outbound calls to promote banking products and services. • Managed inbound customer calls, providing prompt assistance with account issues, product information, and troubleshooting while ensuring a positive customer experience. Customer Service/Sales Representative Hyperia Ltd-Lagos February 2013 to September 2014 • • • • Managed client portfolios and ensured satisfaction through effective communication. Supervised and coached a team of sales representatives to exceed sales targets. Developed relationships with key accounts, increasing customer retention by 20%. Implemented new sales strategies, leading to a 25% revenue increase. Education Postgraduate Diploma in Business Fleming College Toronto - Toronto, ON September 2023 to December 2024 Bachelor's Degree in Linguistics and Communication Studies University of Calabar February 2009 to April 2014 Skills • Communication skills • Salesforce • Marketing • Microsoft Office • Telemarketing • Customer service • E-commerce • Upselling • Digital Banking • Cold calling • Business development • B2B sales • CRM software • Problem-solving • Cybersecurity Languages • French - Beginner • English - Advanced Awards Sales Growth & Business Development Achievement Award December 2022 Awarded for exceeding revenue targets, expanding client bases, and driving business growth through strategic sales and relationship management. Digital Banking Innovation & Service Excellence Award December 2019 Honored for enhancing digital banking operations, optimizing customer experiences, and implementing fraud prevention strategies in the financial sector. Excellence in Customer Engagement Award December 2013 Recognized for delivering exceptional customer service, resolving inquiries efficiently, and maintaining high satisfaction ratings across various industries. Certifications and Licenses Retail Management: Merchandising,Sales and Customer Communication July 2023 to December 2023 Diploma in French Language September 2022 to December 2023