SIKUADE, ESTHER OPEYEMI
Phone: (- | Email:-https://www.linkedin.com/in/opeyemiesther | Hajimati Street, Ojodu Berger, Lagos State
SUMMARY
Esther Sikuade is a highly organized and dynamic Administrative Specialist and Customer Support Agent, a
tech-inclined and multi-skilled Professional Customer Service Specialist with 5+ years of experience, skilled in
conflict resolution and communication. Increased customer satisfaction by 40% in the previous role and
successfully trained a team of 5 new customer service representatives.
She is passionate about providing technical support to customers to improve productivity, increase
efficiency, achieve, and exceed operational objectives in a fast-paced industry offering career growth and
value addition.
PROFESSIONAL EXPERTISE
● Email Communication
● CRM operations /
Management (Salesforce,
Zoho, Hubspot)
● Conflict Resolution
● Customer Support (Email,
phone, and live chat)
● Slack, Zoom, Calendly,
Skype, Trello
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Data Entry
Technical Skills
Microsoft Suite
Google Workspace
MS Office
Excellent Calendar
Management
● Team Management
● Confidence
● Leadership and
Innovation
● Conflict Resolution
● Effective Communication
● Teamwork and
Collaboration
PROFESSIONAL EXPERIENCE
Physio-Plus Associates
Operations / Administrative Manager
June 2022 – December 2023
● Managed all adminstrative processes, improved organizational procedure of patients
onboarding and implemented new workflow systems to enhance productivity.
● Responsible for new employee onboarding, engagaements and communications.
● Managed and tracked some of the business financial functions, incuding service
invoicing, monthly business performance reporting, income, expenses, petty cash flow
and inventory management using Quickbooks accounting software. Practically
responsible for the smooth and perfect running of business operations and office
management.
● Maintained a well-organized and easy-to-use document management system that
includes version control, cross-referencing, and efficient storage for prompt retrieval
when needed. Patients’ records is top priority.
● Utilized secure systems and procedures to safeguard sensitive information and
documents, and maintained strict confidentiality in all communications.
● Planned and scheduled various internal, firm-wide, client-facing and board-level
meetings. Took meeting minutes, converted them to formal reports, and shared the
reports with relevant stakeholders.
● Managed and organized the business mailbox for incoming and outgoing
correspondence, the entrepreneur’s calendar while ensuring effective scheduling of
meetings, appointments and deadlines.
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Crafted thought leadership presentation slides on how to boost team efficiency and
productivity
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Analyzed the company’s resource management - enccuring early stocking of new
supplies especially for exhaustibles.
JIJI Nigeria (JIJI.NG)
Lead Customer Services Representative/Telesales Manager
March 2021- May2022
● Professionally responded to over 1500 inbound and outbound correspondence from both
existing and prospective customers, resulting in 80% conflict resolution and 50%
escalated tickets to the technical department.
● Oversaw activities and customer service for 250 accounts, presenting and positioning
new products as well as assisting with product/inventory replenishment.
● Promptly resolved over 70% of customers' complaints within the organizational service
level agreement resulting in a 4.7-star rating and feedback.
● Prepared and submitted several status reports, highlighting trends and general areas of
interest and concern.
● Professional use of a script to provide information about available services, tariff Plans,
and features of all products and services
● Created a customer satisfaction survey using Google form, which in turn increased
customer retention by 65% and onboarding of new customers by 41%, collaborating with
the data department to achieve such feat.
● Identified Individual or Company’s accounts which are not in line with Jiji’s Terms and
Conditions of operation and escalated such reports to the SCAM team.
● Consistently met performance milestones in speed, accuracy, and volume.
● Exceeded the organization’s sales goals by 100% by providing proactive and effective
customer service.
Payday Financial Institute
Executive Assistant / Customer Support Agent
September 2020 - February 2021
● Managed monthly bookkeeping tasks, including financial reporting, to ensure accurate
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and timely financial overviews.
Participated in hiring new marketing agents and fully responsible for their onboarding.
Organized travel arrangements, including flights, accommodations, and itineraries.
Prepared and managed expense reports, ensuring accuracy and adherence to budget
guidelines.
Assisted in project management and coordination of various business initiatives.
Provided general administrative support as needed, including document preparation and
organization.
Resolved all client conflicts/dissatisfaction amicably and retained these clients.
ACADEMIC QUALIFICATION
Bachelor of Science in Biochemistry and Molecular Biology
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Obafemi Awolowo University, Osun State, Nigeria
PROFESSIONAL CERTIFICATIONS
ALX Virtual Assistant Certification by African Leadership Group - 2022
Customer Service: Problem Solving and Troubleshooting Certified by LinkedIn Learning - 2023
HOBBIES
Road Trips, Networking and Web Research
