Ese Erhabor

I’m a customer-focused professional with over 2 years of combined customer service and remote work experience, supporting customers, managing enquiries, resolving concerns and building positive customer relationships across different service environments.

My experience includes working as a Customer Service Representative, Cold Caller and Sales Representative in remote roles, as well as supporting clients through my experience in the beauty industry. At Perry Beauty Studio and Glam Station, I handled customer enquiries, complaints, bookings, payments and follow-ups through phone and social media communication.

At Perry Beauty Studio, I served approximately 60 clients weekly, maintained a 95% customer satisfaction (CSAT) rate and contributed to an 85% client retention rate through consistent service and personalised recommendations. I also helped reduce missed appointments by 70% through effective scheduling and follow-up. At Glam Station, I managed bookings for up to 200 clients weekly and maintained an average enquiry response time of two minutes.

Beyond my practical experience, I’ve completed customer support training that strengthened my understanding of professional customer service, emotional intelligence, active listening, empathy, complaint handling and effective problem-solving. I’m familiar with structured support approaches, including LISTEN, CLARIFY, ACKNOWLEDGE, SOLVE and CONFIRM, as well as ticket management, prioritisation, escalation, Service Level Agreements (SLAs) and First Contact Resolution (FCR).

I’m comfortable communicating with customers through email, phone and social media, and I understand the importance of clear written communication, accurate documentation, timely responses and making customers feel heard and valued.

I’m familiar with customer support and remote collaboration tools, including Zendesk, HubSpot, Vicidial, Convoso, Slack and Google Chat. I’m also a quick learner who adapts easily to new systems, processes and technologies.

I work well independently, manage competing priorities effectively and understand the importance of accountability, consistency and meeting performance expectations in remote environments. I’m open to working with international teams, different time zones and flexible schedules.

I’m particularly interested in opportunities where I can contribute to excellent customer experiences, continue developing my support skills and grow professionally within a customer-focused organisation.