Esther Odoh

ESTHER ODOH Customer Service Representative Abuja, Nigeria 📞 - 📧-🔗 www.linkedin.com/in/estherodohvirtualassistantservices Professional Summary Compassionate and results driven Customer Service Representative with over 1 year of call center and remote customer support experience. Proven ability to handle high-volume inbound and outbound calls, resolve complex client issues with empathy, and deliver first call resolution. Adept at navigating multiple systems simultaneously, documenting accurately in CRM tools, and educating clients on financial solutions in a clear, reassuring manner. Passionate about helping people regain financial stability through ethical, customer-first service. Core Skills • • • • • • • High-Volume Inbound & Outbound Call Handling Client Success & Retention Support First Call Resolution (FCR) Empathy, Active Listening & De-escalation Financial Program & Product Education CRM Documentation & Case Management Written & Verbal Communication Professional Experience Customer Service Representative Hartzell insurance | Remote Nov 2024 – Nov 2025 • Served as a primary point of contact for clients, managing high volumes of inbound and outbound calls while delivering caring, solutions-focused support. • Educated clients on insurance and financial service options using clear, simple explanations to support informed decision-making. • Proactively identified and resolved client issues through active listening and critical thinking, improving first-call resolution and client satisfaction. Customer Service Specialist Layer3 Fiber Internet (INTERN)| Abuja, Nigeria Jan 2022 – March 2023 • Provided frontline customer service support, responding to inquiries, complaints, and service requests via phone and in-person channels. • Processed and tracked over 500 client requests monthly while maintaining detailed and accurate records. • Worked closely with internal departments to resolve service delays and improve turnaround time by 20%. Education Bachelor's Degree – Entrepreneurial Studies Michael Okpara University of Agriculture, Umudike 2021 – 2025