Open to opportunities

Esther Otobo

@estherotobo

Message

Experienced customer service specialist who resolves issues and builds customer loyalty.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can resolve complex issues, improve customer experience, mentor colleagues, and contribute insights to product and service improvements.

I am an experienced and passionate customer service specialist with a verifiable track record of resolving complex issues quickly, winning customer loyalty and exceeding productivity goals. I bring hands-on experience in high-volume inbound/outbound contact-centre environments, technical support for mobile applications, CRM database maintenance, and cross-department collaboration to surface customer insights and improve products and services.

I have trained new employees in customer-care best practices, managed customer satisfaction measurement, and supported banking contact-centre operations while maintaining accurate records and adherence to process. I hold a BSc in Political Science and industry training in customer service, banking operations, and business etiquette, and I am committed to continuous professional development.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

ICS

Apr 2022 - Present (3 years 11 months)

Managed high-volume inbound and outbound calls for Stanbic IBTC contact centre, resolved complex customer issues, trained new hires, and improved customer satisfaction through effective communication and product knowledge.

Customer Service Call Center CRM Customer Support Training Troubleshooting Data Entry Cross Functional Collaboration

Customer Service Representative

Rock Financials Limited

Jun 2021 - Mar 2022 (9 months)

Handled customer calls and emails, resolved complaints and app issues, managed satisfaction surveys and maintained databases to improve service transparency and response times.

Customer Support Complaint Resolution Email Support Data Entry Survey CRM Microsoft Excel

Corps Teacher (NYSC)

Community High School, Ikumapayi

Nov 2017 - Oct 2018 (11 months)

Prepared lesson modules and taught CRS and Government, monitored student performance, maintained confidential records, and communicated progress to parents during national service year.

Lesson planning Teaching Record keeping Communication Reporting Confidentiality Classroom Management