Open to opportunities

Esther Adegoke

@estheradegoke

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Customer Support Specialist with 5+ years of experience.

Nigeria

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth.

I am a dedicated Customer Support Specialist with over five years of experience delivering fast, empathetic, and solutions-driven assistance across various platforms including live chat, email, and phone. My expertise lies in resolving complex issues, improving customer satisfaction, and maintaining high service standards in fast-paced environments. I am proficient in tools such as Zendesk, Intercom, and various CRM platforms, which enable me to provide exceptional support.

Throughout my career, I have consistently demonstrated strong communication skills and attention to detail, even under pressure. In my recent role as a Senior Support Specialist at Hugo Technologies, I engineered 'calm in chaos' moments by resolving high-stress escalations with empathy, often converting frustrated users into loyal customers. I take pride in mentoring new support agents and have successfully maintained a high customer satisfaction rate, contributing to the overall success of my teams.

Experience

Work history, roles, and key accomplishments

Current

Senior Support Specialist

Current

Hugo Technologies

Jun 2023 - Present (2 years 2 months)

Engineered “calm in chaos” moments by resolving high-stress escalations with empathy, often converting frustrated users into loyal customers. Championed first-contact resolution with a 90+% success rate by delivering complete, thoughtful solutions without back-and-forth.

Conflict Resolution Customer Retention Product Feedback Troubleshooting Mentorship

Customer Support Associate

Guaranty Trust Bank

Feb 2023 - Jun 2023 (4 months)

Assisted customers via phone and email with accounts, transactions, and banking services inquiries. Managed and resolved customer complaints, ensuring high satisfaction rates.

Customer Service Banking Operations Data Entry

Social Media Support

Ethereal Productions

Feb 2022 - Mar 2023 (1 year 1 month)

Responded promptly to customer inquiries on platforms like Twitter, Instagram, and Facebook, maintaining a friendly and brand-aligned voice across all interactions. Used tools like SproutSocial, Hootsuite, or MetaBusiness Suite to manage high volumes of messages and ensure timely follow-ups.

Social Media Management Customer Engagement Hootsuite

Client Support Shift Manager

Hugo Technologies

Oct 2020 - Dec 2021 (1 year 2 months)

Trained and mentored new customer support agents on best practices for handling inquiries, product features, and customer experience improvements. Assisted customers with payment issues, including failed transactions, invoice inquiries, and account upgrades, maintaining a 95% resolution rate within SLA timeframes.

Team Management Customer Experience Payment Processing

Education

Degrees, certifications, and relevant coursework

Osun State University

Bachelor of Science, Political Science and International Relations

Grade: Second Class Upper (4.06 GPA)

Studied Political Science and International Relations, focusing on global politics, governance, and international relations theories. Achieved a Second Class Upper with a GPA of 4.06, demonstrating strong academic performance in the field.

Hugo Academy

Trainee Program Certificate, Customer Support

Completed a comprehensive trainee program at Hugo Academy, gaining practical skills and knowledge relevant to the industry. The program ran from 2020 to 2021, providing foundational training.