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Esther Sadeju

@esthersadeju

Customer service specialist at Chapel Hill Denham, resolving complex complaints and improving customer experience.

At Chapel Hill Denham, I supported customers across phone, live chat, social media, and email, and escalated unresolved issues to the appropriate teams. I also tracked recurring complaints and prepared reports to support service improvements.

In the Customer Retention & Sales Sub-Unit, I conducted outbound telemarketing campaigns and recommended investment products based on customers’ goals and risk profiles. Through service recovery and follow-up, I helped address customer concerns and support retention.

At Vantage Migration, I held virtual consultations with prospective clients, recorded interactions in Salesforce, and responded to client inquiries by email. I also analyzed feedback and recommended improvements to service quality and client acquisition.

Experience

Work history, roles, and key accomplishments

Omnichannel Specialist

Chapel Hill Denham

Jul 2021 - Sep 2026 (5 years 2 months)

Delivered customer support across multiple channels including phone, live chat, social media, and email. Escalated unresolved complaints and maintained detailed records of customer interactions.

Customer Support Live Chat Social Media Email Complaint Resolution Records Management

Telesales Executive

Vantage Migration

Nov 2018 - Jun 2021 (2 years 7 months)

Conducted virtual consultations with prospective clients, managed email inquiries, and maintained client records using Salesforce. Designed feedback surveys and coordinated rescheduling to improve lead conversion.

Telesales Salesforce Client Communication Lead Tracking Feedback Analysis Scheduling

Quality Assurance & Performance Specialist

Chapel Hill Denham

Conducted daily quality assurance reviews of customer service interactions and monitored call queues and KPIs. Designed training sessions and provided data-driven recommendations for performance improvement.

Quality Assurance Performance Monitoring KPI Analysis Training Call Monitoring

Customer Retention & Sales Sub-Unit

Chapel Hill Denham

Conducted outbound telemarketing campaigns to upsell and cross-sell investment products. Applied customer profiling and needs-assessment to recommend suitable products and address customer concerns.

Telemarketing Upselling Cross Selling Customer Profiling Needs Assessment Sales Reporting

Customer Complaints & Resolution Sub-Unit

Chapel Hill Denham

Monitored and tracked recurring customer complaints, collaborating with cross-functional teams to resolve complex issues. Prepared detailed service reports and daily/weekly complaint reports.

Complaint Resolution Cross Functional Collaboration Reporting Root Cause Analysis

Strategy & Service Development Specialist

Chapel Hill Denham

Managed complex escalated complaints and conducted root-cause analysis on recurring issues. Developed training materials, supported recruitment and onboarding, and prepared customer experience reports.

Root Cause Analysis Stakeholder Management Training and Development Customer Experience Reporting