Esther Odunayo

ESTHER ODUNAYO - Lagos, Nigeria - PROFILE SUMMARY Results-driven individual with over 4 years experience in delivering excellent customer service, business development and project management. Proven track record of building strong client relationships, enhancing and driving revenue growth through strategic communication and personalized support. Skilled at maintaining clients' records and analyzing feedback to inform marketing strategies and improve service delivery, ensuring alignment with business goals. Collaborative team player skilled in cross-functional cooperation, leveraging insights to optimize sales processes and promote brand loyalty. Passionate about delivering exceptional client experiences and contributing to organizational success in fast-paced environments. EXPERIENCE Clients Relations Lead/Project Manager Gracias Global Homes & Properties | March 2022 - April 2024 Served as the primary point of contact for clients during property transactions, addressing inquiries, providing updates, and managing communication across multiple channels to build lasting relationships. Updated and maintained detailed client and lead information in the CRM, ensuring accurate tracking of property interests, follow-ups, and real-time updates for the sales team. Scrutinized and organized client-submitted property documents (contracts, agreements, etc.), ensuring compliance with real estate regulations and easy access for the sales team. Effectively addressed and resolved client concerns regarding property transactions, ensuring timely solutions and fostering high levels of satisfaction and repeat business. Collaborated with internal teams, including Accounts, Marketing and Legal Teams, to ensure clients were regularly updated on the status of their property deals, ensuring smooth and efficient workflows. Managed multiple tasks related to real estate transactions, including client communication, updating CRM details, and organizing property documents, while meeting deadlines. Gathered and analyzed client feedback to identify areas of improvement in the real estate process, contributing to enhanced client experiences and more efficient sales strategies. Business Development Executive Aimpeak Resources & Consults Ltd | February 20221 - January 2022 Displayed adequate product knowledge by providing information about services, addressing client inquiries via email, live chat, and social media platforms to ensure clear understanding and client satisfaction. Collaborated with the sales team to generate and follow up on sales leads, contributing to the achievement of team sales goals by maintaining organized lead tracking and communication. Acted as the primary liaison between clients and the organization, ensuring seamless communication and alignment with client needs and company objectives. Handled client complaints with professionalism and empathy, offering timely solutions and ensuring customer satisfaction, enhancing client retention and loyalty. Engaged with potential customers on social media to maintain positive perception, address inquiries promptly, and ensure ongoing communication to reinforce sales efforts. Customer Support and Social Media Handler Ivy Intimates Online Store | February 2020 - December 2020 Handled customer inquiries and complaints via live chat, email, and social media using Shopify's integrated customer service tools, ensuring quick resolution and a positive shopping experience. Assisted customers with order modifications, shipping updates, and return requests while maintaining accuracy in customer records. Provided product recommendations and sizing assistance based on customer preferences and past purchases, leveraging customer data and upsell features to drive sales and increase order value. Monitored and responded to customer reviews and feedback on product pages and social media, addressing concerns professionally and collaborating with the team to improve product offerings and service. Collaborated with the fulfillment and logistics team to track orders, resolve delivery delays, and provide proactive updates to customers, ensuring a seamless post-purchase experience. Resolved payment and checkout issues by troubleshooting errors, assisting with discount codes, and guiding customers through secure transactions Managed and updated customer accounts by verifying order details, processing refunds or exchanges, and ensuring customer information remained accurate. EDUCATION Obafemi Awolowo University BSc. Sociology and Anthropology 2022 PROFESSIONAL DEVELOPMENT IBM SKILLS NETWORK Technical Support Basics 2025 Starweaver Course Relationship Management and Business Development University of Virginia Advanced Business Strategy IE Business School, Madrid Brand and Product Management 2024 IE Business School, Madrid Integrated Marketing Communications University of Virginia Business Growth Strategy Chartered Institute of Customer Relationship Management 2022 Certified Customer Service Professional Chartered Post Graduate Diploma in Customer Relationship Management Associated Member of the Chartered Institute of Customer Relationship Management (ACICRM) Alison Courses- Customer Relationship Management Outstanding Customer Service Retail Management: Merchandising, Sales and Customer Communications Retail Environment and Customer Relationship SKILLS Sales Closing Effective Communication Problem-Solving Strategic Planning Team Collaboration Client Retention Productivity Suites: Google Workspace (Docs, Sheets, Slides), Microsoft Office (Word, Excel, PowerPoint), Canva Social media handling Lead Generation tools: Apollo.io, and Lemlist Client Relationship Management Customer Service Excellence Sales Strategy Development Record-Keeping and Documentation Negotiation skills Communication Tools: Email clients (e.g., Outlook, Gmail), telephone systems CRM Softwares: Zoho Desk, Zendesk, Hubspot CRM & Salesforce CRM Workflow tools: Asana, monday.com, and Zapier.