Open to opportunities

Esther Adeigbe

@estheradeigbe

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Customer Service Representative improving retention through fast, high-quality support.

Zimbabwe

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What I'm looking for

I’m looking for a customer-focused role where I can resolve inquiries quickly, manage escalations, and use CRM/desk tools to improve first-contact resolution, retention, and SLA/KPI performance in a fast-paced, supportive team.

I’m a results-driven Customer Service Representative with 3+ years of experience in customer support, complaint resolution, and relationship management. I handle high-volume inbound inquiries, manage escalations, and deliver strong customer satisfaction while staying accountable to SLA and KPI targets.

At Business J Reach (Feb 2025–Jan 2026), I resolved customer inquiries end-to-end, improved workflow efficiency, and designed process optimization solutions that reduced client operational costs by up to 20%. I also maintained accurate customer records using CRM systems, and led onboarding workshops and training sessions to ensure smooth client adoption. Earlier at Fortnans Laundry Land (Oct 2022–Dec 2024), I managed 30–50 customer interactions daily, achieved first-contact resolution, reduced escalation rates, and coordinated with internal teams to ensure timely follow-ups and long-term loyalty.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Business J Reach

Feb 2025 - Jan 2026 (11 months)

Delivered end-to-end customer support, resolving inquiries and complaints while maintaining SLA compliance and high satisfaction. Designed process optimizations that reduced client operational costs by up to 20% and improved workflow efficiency, and maintained accurate CRM records and follow-up logs.

Customer Support Complaint Resolution Process Optimization Customer Lifecycle Management Active Listening Escalation Management Market Research

Sales Support Representative

Fortnans Laundry Land

Oct 2022 - Dec 2024 (2 years 2 months)

Managed 30–50 daily customer interactions via phone, walk-in, and email, maintaining consistently high satisfaction ratings. Resolved complaints with first-contact resolution, coordinated with internal teams for operations support, and followed up post-resolution to build long-term loyalty while keeping accurate front desk and visitor records.

Customer Service Inbound Calls Complaint Resolution First Contact Resolutions Front Desk Operations Multitasking Customer Relationship Management