Esther Oladipo Adido | Freelancer Resume

ESTHER UDOAMAKA OLADIPO-ADIDO Lagos, Nigeria |-| - | LinkedIn | Portfolio - Sales Development and Customer Service Representative PROFILE SUMMARY Performance driven Sales and Customer Service Professional with over 5 years of demonstrated excellence in transforming customer interactions into lasting business growth. Renowned for exceeding sales goals by 15% year-over-year and driving a 20% surge in brand visibility through strategic promotional campaigns. Adept at cultivating strong client relationships, I leverage data-driven insights and CRM technologies to optimize customer experiences and elevate engagement. With a passion for innovation and continuous improvement, I stay on top of industry trends, delivering tailored solutions that not only meet but exceed customer expectations, propelling both customer loyalty and business success. CORE COMPETENCIES Area of Expertise: Sales & Marketing | Customer Service | Executive Assistance | Office Management Technical Tools: HubSpot | Zoho | Salesforce | Freshdesk | LinkedIn Sales Navigator | Trello | Zendesk | Intercom Skills: B2B Sales | Product Knowledge & Promotion | Process Optimization | Workflow Management | Upselling & Cross-Selling | Strategic Planning | Global Market Research & Trend Analysis | Account Management | Customer Relationship Management | Business Development | Client Acquisition & Retention | Lead Generation INDUSTRY HIGHLIGHTS ● Driving Market Penetration in Beverages: Played a pivotal role in expanding Guinness Nigeria's footprint in competitive markets by identifying high-potential customer segments and executing tailored promotional strategies, leading to a 15% YoY increase in sales across key regions. ● Customer-Centric Solutions in FMCG: Resolved over 95% of customer inquiries on the first interaction, reducing support escalations by 30% and contributing to higher customer retention rates in a fast-moving consumer goods (FMCG) industry. ● Brand Advocacy & Promotional Strategy: Successfully increased product trials and customer interest, ensuring the company's brand stood out in an increasingly competitive marketplace, contributing to a lasting impact on long-term customer acquisition and retention. ● Strategic Account Growth in B2B Sales: Built and nurtured key relationships with top-tier corporate clients, leading to a 20% increase in high-value accounts. PROFESSIONAL EXPERIENCE Sales Representative - Guinness Nigeria April 2022 – Present ● Built and nurtured long-term relationships with key decision-makers at top-tier accounts, driving repeat business, increasing customer loyalty, and expanding market penetration in highly competitive regions. ● Led strategic brand activations and promotional campaigns, collaborating closely with the marketing team to boost product awareness and consumption, achieving a 15% increase in sales across key markets within the first year. ● Conducted comprehensive market research to stay ahead of competitors and identified emerging trends, allowing for the adaptation of sales strategies and the introduction of innovative solutions to meet evolving customer needs. ● Negotiated and closed high-value sales agreements with key accounts, demonstrating strong negotiation skills that resulted in favorable terms for both the company and clients, improving profitability. ● Provided detailed product training and education to clients, helping them understand the unique selling points of the brand’s offerings and empowering them to make informed purchasing decisions. Customer Service Representative - Guinness Nigeria January 2021 – March 2022 ● ● ● ● ● Maintained a consistently high customer satisfaction score (4.5/5) by demonstrating superior communication, active listening, and efficient problem-solving skills, contributing to strong customer retention. Collaborated with cross-functional teams, including sales, marketing, and operations, to resolve complex customer issues, improving resolution times and enhancing customer loyalty. Handled a high volume of daily customer interactions while consistently meeting response time targets, ensuring prompt and effective resolutions that contributed to a seamless customer experience. Spearheaded the implementation of a customer feedback survey system, analyzing data to help improve customer service processes and contribute to a 15% increase in customer satisfaction within six months. Assisted in developing customer service protocols and procedures, ensuring compliance with company standards and improving overall efficiency of the department. VOLUNTEER EXPERIENCE Medical Customer Representative - Lagos State University Teaching Hospital March 2019 – November 2019 ● Delivered exceptional customer service to patients and families, effectively addressing concerns and resolving issues with empathy and professionalism, resulting in a notable improvement in patient satisfaction. ● Collaborated with healthcare professionals to provide seamless patient care and support, managing both medical and administrative tasks in a fast-paced, high-pressure environment. ● Assisted in coordinating patient intake, discharge processes, and appointment scheduling, improving workflow efficiency by 15% through proactive administrative support and attention to detail. ● Gained valuable experience in healthcare operations, enhancing problem-solving abilities and adaptability in a dynamic medical setting, while contributing to the overall efficiency of the hospital’s customer care operations. ● Demonstrated superior communication and interpersonal skills by liaising between patients, families, and medical staff to ensure clarity and comfort during patient care, contributing to a smoother patient experience. EDUCATION Bachelor of Science in Computer Science (Hons) - Nnamdi Azikiwe University, Nigeria TRAINING AND CERTIFICATIONS ● Virtual Assistant Skills in the Digital Age – ALX-AFRICA On Demand IT Skills – Digital Witch Support Community ● Tech Sales U: Introduction to Tech Sales – Udemy ● Care Certificate – Caredemy ● Level 3 Diploma in Health and Social Care – Training Express ADDITIONAL INFORMATION Reading | Learning Languages | Art | Traveling | Music | Volunteering. 2020