Open to opportunities

Chiwendu Esther

@chiwenduesther

Message

I resolve high-volume customer inquiries through email and CRM systems, driving 90%+ CSAT and first-contact resolution.

Nigeria

Message

What I'm looking for

I'm looking for a customer support role where I can resolve inquiries through email and CRM systems, build lasting customer trust, support retention, and quickly learn new tools across global time zones.

I've supported customers at Sweet Essence Spa, Just Happy Marketing Agency, and United Bank for Africa, resolving high-volume inquiries with clear, empathetic communication across email, CRM, WhatsApp, and social channels.

At Sweet Essence Spa, I handled 40–70 daily inquiries, maintained 90%+ first-contact resolution, coordinated 50+ weekly appointments, reduced no-shows by 20%, and supported 95%+ CSAT.

At Just Happy Marketing Agency, I managed 50–70 client emails daily through Gmail, HubSpot CRM, and Slack while maintaining a 90%+ satisfaction rate and 95%+ response SLA. I also improved follow-up processes and reduced scheduling conflicts by 30%.

My banking experience includes managing 4,500+ retail and corporate accounts, supporting onboarding and digital banking adoption, and maintaining 100% KYC/AML documentation compliance. I review my communication closely for tone and accuracy because every customer interaction is an opportunity to build trust and retention.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Sweet Essence Spa

Jan 2025 - Mar 2026 (1 year 2 months)

Provided prompt, high-quality resolution to 40–70 customer inquiries daily via email and multi-channel support, achieving 90%+ First Contact Resolution. Coordinated 50+ client appointments weekly using Fresha and Google Calendar, reducing scheduling conflicts by more than half.