Esther Nnaemeka

NNAEMEKA CHISOM ESTHER-|- | Nigeria Customer Service Representative Career Summary Dedicated and results driven Customer Service Representative with 3 years of experience in delivering exceptional customer support. Proven track record of resolving complex issues, building customer loyalty, and ensuring satisfaction through effective communication and problem-solving skills. Seeking to leverage strong interpersonal abilities, attention to detail, and a deep commitment to customer service to contribute to the success and growth of organizations while continuing to enhance personal and professional development in the field of customer service.. Skills        Excellent Communication Active Listening Problem Solving Empathy and Patience Conflict Resolution Time Management Cultural Sensitivity        Adaptability Customer Relationship Management Attention to Detail Product Knowledge Multitasking I.T and Computer Proficiency Resilience        Critical Thinking Decision Making Complaint Handling Sales Skills Data Entry Telephone Etiquette Cross-selling and Up-selling Work Experiences 2023 - 2024 Virtual Assistant - Remote - Lighthouse NGO  Handled daily email correspondence, filtering and prioritizing messages, and responding on behalf of the company, leading to a significant reduction in response time.  Coordinated and scheduled meetings, appointments, and travel arrangements, improving time management  Provided exceptional customer service via email, phone, and chat, resolving inquiries and issues promptly, resulting in a 23% increase in customer satisfaction ratings.  Created, scheduled, and monitored social media posts and campaigns, engaging with followers and analyzing performance metrics, leading to a 53% increase in follower engagement within three months.  Drafted, edited, and proofread blog posts, articles, newsletters, and other content, maintaining a consistent tone and quality, achieving a 12% improvement in content accuracy.  Accurately entered data into databases, updated records, and maintained organized and accessible files.  Prepared reports, presentations, and other documents, ensuring accuracy and professionalism, resulting in a 13% improvement in report quality.  Participated in planning and coordinating projects, tracking progress, and ensuring deadlines were met. 2023 - 2024 Vendors Relations Specialists - Remote - S3 Stores  Prepared reports, presentations, and other documents, ensuring accuracy and professionalism, resulting in a 29% improvement in report quality.  Successfully on boarded new vendors, ensuring compliance with company standards, leading to an efficient onboarding process and 100% compliance of company standard.  Managed the end-to-end order process, from purchase order creation to delivery improving order accuracy.  Addressed and resolved vendor-related issues and disputes and ensured vendor compliance with company policies and regulations  Negotiated contracts and terms with vendors, achieving cost savings of up to 9% on procurement expenses.  Monitored and evaluated vendor performance, implementing improvements that resulted in a 25% increase in vendor service quality.  Fostered strong relationships with key vendors, enhancing collaboration and securing preferential term. 2023 - 2024 Social Media Management - Remote - Meg Hart Coaching  Created engaging content for social media platforms, resulting in a 27% increase in audience engagement.  Designed and implemented social media strategies aligned with business goals and growth in follower base.  Monitored social media metrics and analytics to measure the effectiveness of campaigns, providing insights that improved campaign performance by 31%.  Engaged with followers, responded to comments and messages, and built a strong online community.  Planned and executed social media campaigns, coordinating with marketing teams to ensure cohesive brand messaging, which increased campaign reach by 40% and enhanced brand loyalty by 35%.      Ensured brand consistency across all social media channels, maintaining a cohesive and professional online presence. Identified and collaborated with influencers to expand brand reach, resulting in a 25% increase in brand mentions and engagement. Stayed updated with the latest social media trends and platform updates, leveraging new features to enhance engagement by 15%. Managed and optimized paid social media advertising campaigns, achieving a 19% reduction in cost-per-click (CPC) and increasing Return on Investment (ROI). Handled social media crises and negative feedback effectively, maintained brand reputation and mitigating potential damage. 2021 - 2023 Operations Manager - Saffron Enterprise - Umuahia, Abia State  Developed and implemented operational strategies, resulting in a 22% increase in overall efficiency and productivity  Negotiated with suppliers and vendors, achieving cost savings of up to 10% on procurement contracts.  Established and maintained quality control standards, resulting in a 17% reduction in product defects and returns.  Identified and mitigated operational risks, reducing incidents and ensuring compliance with safety and regulatory requirements.  Analyzed and improved existing processes, reducing operational costs and enhancing workflow efficiency.  Supervised and mentored a team of 20+ employees, improving team performance and achieving a 30% increase in employee satisfaction.  Managed operational budgets effectively, reducing expenditures by 3% while maintaining high operational standards.  Implemented performance metrics and monitoring systems, leading to a 35% improvement in key performance indicators (KPIs).  Streamlined supply chain operations, and improved inventory turnover rates  Led cross-functional projects, from planning to execution, achieving project completion within deadlines 2019 - 2021 Customer Service Representative - Choice Mall – Uyo, Akwa Ibom State  Assisted customers with inquiries, product information, and locating items within the mall, resulting in 11% increase in customer satisfaction.  Resolved customer complaints and issues efficiently, achieving a 21% reduction in customer wait time.  Supported sales teams by guiding customers to promotions and sales which lead to increase in sales revenue.  Processed cash and card transactions accurately, maintaining cash handling and POS terminal use efficiently.  Managed product returns and exchanges, ensured adherence to mall policies and improved customer return experiences  Maintained store layout and signage for easy customer navigation, enhancing the shopping experience and reduced customer queries significantly.  Assisted with inventory checks, reorder and restocking shelves, ensuring product availability and reducing outof-stock (inventory) items.  Collected and documented customer feedback and provided valuable insights for improvement in mall services.  Collaborated with team members and supervisors to improve service delivery, contributing to a 20% increase in team performance. Education Higher National Diploma - Accounting Abia State Polytechnic Aba 2021 - 2023 National Diploma - Accounting Abia State Polytechnic Aba 2017 - 2019 Interest Information Technology Accounting and Entrepreneurship Personal and Professional Development Human Resources Management Data Analytics