Medula Esther

MEDULA ESTHER Remote Support Specialist| Customer Service Representative| Chat Moderator --https://www.linkedin.com/in/medula-esther-523a372b8. T23 Igbole road, Ido Ekiti, Ekiti State. Nigeria SUMMARY Results driven Remote Support Specialist with expertise in customer engagement, live chat assistance, Customer Services Representative and issue resolution. Skilled at handling high volume interactions in fast paced environments while ensuring customer satisfaction. Adept at multitasking, troubleshooting, and providing empathetic support to enhance the customer experience. Proficient in CRM tools, Microsoft Office Suite, and internet applications, with strong communication and problem solving abilities. Committed to delivering seamless customer support and contributing to organizational success. SKILLS & COMPETENCIES • • • • • • • • CRM. Zendesk, Freshdesk, Live chat. Market Research Microsoft Office Suites. Word, Excel, PowerPoint Salesforce Live Chat and Email Support Remote work and Collaboration Tools Online Community Management Data Entry and Record Management EXPERIENCE Atlantic International University Honolulu, Hawaii, United States Tutor/ Finance Team / Customer Service Representative 02/2025 • Mentored and tutored over 50+ students in a month, leading to a 30% improvement in grades and test scores. • Responded to more than student inquiries weekly, ensuring a 98% satisfaction rate with timely feedback and support. • Ensured precise tuition processing and maintained accurate financial records. • Managed live chat and email support, addressing 200+ scholarship inquiries monthly, streamlining the application process for prospective students. Atlantic International University Honolulu, Hawaii, United States Admission Counselor/ Customer Support Specialist / Chat Moderator 01/2024 • Assisted Students through the Admission process, offering clear and professional guidance. • Successfully enrolled over 2,000 new students, assigning qualified tutors and academic advisors to enhance their learning journey • Assisted prospective students via live chat, phone, and email, resolving 90% of inquiries on first contact. • • • Built strong relationships with students through empathetic and personalized communication, increasing engagement and retention. Developed strong relationship with students through empathetic and personalized communication. Provide career counseling and courses recommendations based on student skills and interest. Renuzi Venture Data Entry Officer / Customer Service Representative A company engaged in various sales activities. • • • • • Lagos State, Nigeria 08/2018 Streamlined record keeping for more than 100 sales representatives by implementing a cloud-based CRM System enhanced data accuracy, reduce retrieved time by 40% and improved reporting capabilities for sales performance analysis. Recorded and managed inventory data for goods received and dispatched. Processed and update customer orders, sales invoices accurately and efficiently. Respond to customer queries related to product and order status physically and online via phone call, email and live chat. Ensured monthly stock counts matched digital records for efficiency Komt Hotel and Suite Ekiti, Nigeria Customer Service Receptionist A hotel providing accommodation and hospitality services. Managed the front desk and guest inquiries, ensuring a seamless check in process. • Handled phone calls and assisted with administrative tasks • Ensured a positive experience for all hotel guests. • Provide customer support and hospitality services, enhancing guest satisfaction • Handled phone inquiries, bookings, and customer support. 08/2017 Melanik Cosmetics and Store Sales and Customer Service Representative cosmetics and retail store. • • • Answered questions about products and services Processed orders, refunds, or returns Troubleshot problems and provided solutions EDUCATION Federal Polytechnic Ado Ekiti Higher National Diploma Federal Polytechnic Ado Ekiti National Diploma Glory Model College Ado Ekiti, Nigeria 07/2020 Ado Ekiti, Nigeria 12/2017 Aramoko Ekiti Senior Secondary School Certificate 08/2024 C.A.C Nursery and Primary School Ido Ekiti Nursery and Primary School Certificate 04/2008 CERTIFICATE Alison Academy Online Diploma in Customer Services 02/2025 Federal Polytechnic Ado Ekiti Ado Ekiti, Nigeria Certificate in Office Application / Web Development 02/2018 GoodNews Modern Technology Ido Ekiti Advance Diploma in Computer Application 11/2012 STRENGTHS Technical Proficiency CRM and Chat Support Tools: Zendesk, Fresdesk, Live chat. Microsoft Office Suite: Word, Excel, PowerPoint. Remote Collaboration: Slack, Zoom, Google Workspace Internet Application and Digital Tools. Customer Service Skills Skilled in Communication, Problems Solving, Empathy and emotional intelligence, Conflict Resolution, Adaptability and Multitasking, Product and Service Knowledge, Time Management, Attention to details. Relationship Building Dedicated to building lasting customer relationships through empathy and professionalism. Multitasking and Time Management Strong multitasking and time management abilities to ensure timely resolution of inquiries. KEY ACHIEVEMENTS Student Mentorship and Data Management Achievements 1. Successfully mentored thousands of prospective students in the admission process, leading to a 30% enrolment increase. 2. Managed customer data using CRM tools, ensuring 100% accuracy in records. 3. Processed over 10,000 applications with zero errors, ensuring smooth enrolment.