Esther Ibiteme Tomjaja
Portharcourt,Nigeria
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Sales & Customer Service Representative
MTN Nigeria
03.2020 - 01.2021
- Promoted and sold MTN routers and MiFi devices, providing clear, benefit-driven explanations of technical features to drive product awareness and adoption.
- Provided front-line technical support and troubleshooting for connectivity issues, guiding customers through device registration, activation, and setup processes.
- Acted as a primary customer advocate by systematically recording and analyzing customer feedback, communicating recurring technical issues and trends to the internal team for product improvement.
- Maintained meticulous records of sales transactions and customer interactions, ensuring accuracy and organization for reporting and follow-up.
- Developed a deep understanding of router and MiFi product functionalities, enabling effective communication of the most relevant features to meet diverse customer needs.
- Demonstrated strong problem-solving capabilities by diagnosing customer issues and delivering step-by-step solutions to resolve them quickly and effectively.
- Cultivated positive customer relationships through consistent, empathetic, and professional communication, ensuring customers felt supported and informed.
- Collaborated effectively with team members to share knowledge on common customer challenges, contributing to a more efficient and unified support process.
Sales & Customer Support Assistant
Mamador Nigeria
04.2018 - 07.2019
- Educated customers on product benefits, employing active listening to understand their needs and recommend optimal product choices.
- Conducted engaging product demonstrations to boost product awareness and encourage trials, effectively highlighting key value propositions.
- Built and maintained positive customer relationships through friendly, consistent communication and reliable support, fostering loyalty.
- Managed multiple tasks simultaneously, including processing sales, handling cash and digital payments, and monitoring product inventory levels.
- Addressed customer inquiries and concerns with patience and empathy, resolving conflicts and ensuring a satisfactory service experience.
- Maintained clean, organized, and attractive product displays to increase customer interest and enhance the overall brand image.
- Proactively identified low-stock items and assisted in inventory management to prevent product shortages and meet customer demand.
- Served as a knowledgeable brand representative, consistently passing on product knowledge to customers and colleagues to drive sales and understanding.
Education
Bachelor of Arts (B.A.) - Philosophy
University of Port Harcourt
Port Harcourt, Nigeria10.2024
Skills
- Customer Service & Support
- Effective Communication & Active Listening
- Customer Support & Assistance (B2B & B2C)
- Conflict Resolution with Empathy & Patience
- Customer Relationship Building
- Customer Feedback & Advocacy
- Sales & Product Promotion
- Technical & Administrative
- Product Knowledge Explanation (Routers & MiFi)
- Technical Troubleshooting & Support
- Record Keeping & Organization
- Problem Solving & Solution-Oriented Mindset
- Team Collaboration & Multitasking
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Professional telephone demeanor
- Administrative support
- Customer relationship management (CRM)
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Certification
- Introduction to Customer Service Excellence, 2024, Alison | University of Port Harcourt (GES 400)
- Diploma in Customer Service, 2024, Alison
Timeline
Sales & Customer Service Representative
MTN Nigeria
03.2020 - 01.2021
Sales & Customer Support Assistant
Mamador Nigeria
04.2018 - 07.2019
Bachelor of Arts (B.A.) - Philosophy
University of Port Harcourt