Esther Okoh

ESTHER OKOH CUSTOMER SERVICE REPRESENTATIVE Email:-| LinkedIn: www.linkedin.com/in/estherokoh Professional Summary: Dedicated Customer Service Representative with 2+ years professional experience supporting businesses in delivering exceptional customer support and customer satisfaction across high-energy and dynamic environments. Skilled in complaint resolution, CRM systems, and help desk operations to ensure seamless and responsive service delivery. Consistently meets KPIs including first-call resolution rate, and customer retention targets. Committed to building positive client relationships, escalation management, and contributing to continuous service improvement. Work Experience: Customer Service Representative 2022 - 2025 Geo- Squaremeter Innovative Limited | Enugu, Nigeria • 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. Core Competencies/Skills: • Customer Service & Support • Complaint Handling & Escalation Management • First Call Resolution (FCR) • Problem-Solving • Multi-channel Support (Phone, Email, Chat) • Active Listening & Empathy • Leadership & Cross-functional Team Collaboration Technical Skills: • CRM Software • Google Suite • Microsoft Office Suite Education: • Bachelor of Science – Applied Biochemistry Enugu State University of Science & Technology (ESUT), Enugu, Nigeria. Certifications: • Virtual Assistant – ALX Africa (2022) • Customer Service Fundamentals – Udemy (2022) • IT Support Skills – Digital Witch Support Community (2025) 2016 – 2020