Open to opportunities

Hycienth Esther

@hycienthesther1

Remote customer support and sales specialist delivering retention, CSAT, and quota wins across North America time zones.

Nigeria

Message

What I'm looking for

I’m looking for a remote role where I can deliver first-contact resolution, strong CSAT, and sales-driven retention. I want a team that values SLA discipline, clear CRM reporting, and cross-functional collaboration across time zones.

I’m a customer support and sales professional with over 3 years of remote and hybrid experience across BPO, energy, and digital media—supporting North American clients from Abuja across EST and CST.

I’ve built a track record of performance and reliability: zero attendance or connectivity issues, exceeding sales targets by 30%, and achieving 90% first-contact resolution. I was also recognized as Best Agent at TotalEnergies in November 2023.

In high-volume, multichannel environments, I handle phone, email, live chat, and ticketing with strong SLA compliance, escalation resolution, and complaint handling. I focus on churn prevention and retention strategies, using feedback analysis and clear CRM documentation to support service improvements.

On the sales side, I run outbound and cold calling, qualify leads, handle objections, and work to improve conversion through tailored product positioning, upselling/cross-selling, and appointment scheduling—while collaborating across cross-functional remote teams using tools like Salesforce, Zendesk, HubSpot, and Google Workspace.

Experience

Work history, roles, and key accomplishments

Current

Hero Support Specialist

Current

Homelife Media

Oct 2024 - Present (1 year 9 months)

Conduct outbound calls to prospective clients, presenting tailored products and qualifying leads before handoff to senior sales teams. Maintain accurate CRM records, handle objections, and nurture warm prospects to support conversion goals.

Outbound Calling Prospecting Presentation Lead Qualification Objection Handling Lead Nurturing

Call Centre Representative

Itecharge Tech Innovations

Jun 2024 - Apr 2025 (10 months)

Provided phone-based customer support for automotive and financial services while onboarding new customers and resolving technical inquiries. Documented outcomes in the CRM and collaborated with sales teams using customer feedback insights.

Customer Onboarding Technical Inquiry Resolution Phone Support Customer Satisfaction

Customer Support Specialist

TotalEnergies Marketing Nigeria Plc

Jun 2023 - Aug 2024 (1 year 2 months)

Handled 150+ customer interactions daily via phone, email, and live chat, maintaining consistently high CSAT scores above 95%. Resolved billing, usage, and technical issues and worked with operations and technical teams to resolve escalations; awarded Best Agent (November 2023).

Phone Support Email Support Live Chat Support Billing Usage Guidance Technical Troubleshooting Escalations

Customer Service and Sales Representative

Outsource Global Technologies

Apr 2022 - Feb 2023 (10 months)

Exceeded monthly sales targets by 30% through outbound calling and tailored product recommendations. Managed inbound inquiries and complaints to SLA requirements, achieving a 90% first-contact resolution rate and increasing repeat business by 25% through structured follow-ups.

Outbound Calling Telesales First Contact Resolutions Repeat Business Growth Complaint Handling SLA