Esther Okoh

Running a business is demanding, and the last thing business owners need is poor customer experiences slowing them down.

Hi, I'm Esther, a dedicated Customer Service Representative with 2+ years of professional experience in supporting business owners deliver excellent customer support and optimum customer satisfaction.

Premium Services Offered:

• • Customer Service & Support
• • Complaint Handling & Escalation Management
• • First Call Resolution (FCR)
• • Multi-channel Support (Phone, Email, Chat)
• • Cross-functional Team Collaboration

Skills:

• CRM Systems
• Google Suite
• Problem-Solving
• Microsoft Office Suite

Work Experience:

In my previous role as a Customer Service Representative at Geo-squaremeter Innovative Limited, I did the following:

• Managed an average of 10+ inbound customer interactions daily via phone, email and chat, maintaining customer satisfaction score above 60% across tenure.
• Processed customer applications and billing inquiries with a 90% accuracy rate.
• Resolved customer complaints and service escalations within defined SLA timeframes, achieving a first call resolution (FCR) rate of 70% by applying analytical thinking and problem-solving techniques.
• Maintained and updated accurate customer records, ensuring data integrity and enabling timely follow-up which improved repeat contact rate reduction by 10%.
• Identified and documented recurring customer pain points and feedback, submitting structured reports to management that contributed to service improvement within 12 months.
• Handled client communications professionally, serving as a reliable first point of contact for inquires, scheduling, and follow-ups.

Ready to delight your customers? I'm open to conversations about how I can help your business.