Gloria David Esthon

GLORIA DAVID ESTHON FCT Abuja, Nigeria- |-https://www.linkedln.com/in/gloriaesthon Virtual Assistant | Customer Service Representative | Lead Generator PROFESSIONAL SUMMARY I am Gloria. A results-driven and detail-oriented Marketing Virtual Assistant, Customer Service Representative, Appointment setter and Lead Generator with over 3 years of experience in resolving customer issues, generating leads, and ensuring projects are completed with precision. Skilled in delivering exceptional service, fostering customer loyalty, and driving business growth. Proficient in market research, lead generation, and using CRM tools to streamline processes and improve customer satisfaction. TECHNICAL SKILLS CRM Tools: Salesforce, Zendesk, Freshdesk, Intercom, HubSpot Project Management Tools: Trello, Asana, Monday.com Video Conferencing: Zoom, Google Meet, Microsoft Teams Office Software: Microsoft Office Suite, Google Apps Document Management: Time Doctor, document organization and storage Communication tools: Slack, mattermost, Telegram, Basecamp, Twist, Discord, Skype, WhatsApp Business. Lead Generation Tools: Apollo.io, LinkedIn Navigator, NGContacts, Google search, Market research and social media platforms. I am proficient in other tools like Adobe Acrobat , Canva, etc. SOFT SKILLS ● Communication: Effective in engaging with diverse customer groups ● Problem-Solving: Able to troubleshoot issues and provide innovative solutions ● Customer Service and Support: Strong background in customer engagement and support ● Time Management: Skilled in meeting deadlines, prioritizing tasks, and managing schedules ● Attention to Detail: Accurate in handling data, documents, and confidential information ● Adaptability: Flexible and able to adjust to changing demands ● Active Listening: Provides undivided attention to customer concerns ● Empathy and Patience: Demonstrates understanding and patience in interactions ● Multi-tasking: Able to juggle multiple responsibilities efficiently ● Teamwork: Collaborative and supportive team player WORK EXPERIENCE APPOINTMENT SETTER AT LEDIEUENTERPRISES December 2024 ● Generated and qualified leads through market research and outreach efforts, contributing to increased sales. ● Contact leads via calls and emails to schedule appointments ● Maintain accurate records of interactions and appointments ● Developed client relationships to encourage repeat business and customer loyalty. ● Follow up with leads and nurture potential clients Sales Representative / Lead Generator Digital Inspire October 2024 ● Conducted targeted lead generation activities, increasing the lead database for potential sales. ● Supported the sales team by qualifying leads and scheduling follow-up communications. ● Participated in product promotion strategies, directly contributing to sales growth. ● Built connections with prospective clients to boost brand awareness and secure customer loyalty. Virtual Assistant / Customer Service Representative Outsource Global Limited (Unilever Campaign), Mabushi March 2021 - 2022 ● Resolved over 50 customer complaints weekly, boosting customer satisfaction by 40%. ● Trained and mentored new hires, reducing onboarding time by 19%. ● Used CRM tools like Salesforce, and Zendesk, to manage customer interactions and service processes efficiently. ● Troubleshot and resolved 85% of issues, closing 50+ sales weekly. ● Organized and maintained a calendar to schedule field personnel appointments for issue resolution. ● Processed refunds, exchanges, and service requests to enhance customer experiences. ● Managed customer emails, responding to complaints in a timely manner. Customer Support Assistant / Lead Generator 2Simpa Concept, Abuja January 2022 - February 2024 ● Conducted outreach that increased lead generation by 20%. ● Developed a customer feedback system, raising customer retention by 12%. ● Addressed customer inquiries and complaints with professionalism and efficiency. ● Handled transactions with accuracy, managing cash registers. ● Built new sales pipelines through cold calling, social media, and referrals. ● Engaged in sales training and workshops, enhancing skills and productivity. EDUCATION Bachelor of Science in Chemistry Education Nasarawa State University, Keffi | 2021 National Certificate of Education (NCE) in Physics/Chemistry Education College of Education, Azare | 2005 CERTIFICATIONS ● IT Support Fundamentals - ACE Africa | June 2024 ● Customer Service Skills - ALISON | August 2024 ● Virtual Assistant Certification - ALX ● CRM Software Training ● Digital Literacy AWARDS Employee of the Month - Outsource Global Limited, Mabushi | March 2021