Esther Echefu Email & Phone Number

Nigeria

Lagos State, Nigeria

• Led training initiatives for customer service and loan collection agents in the newly established branch in Uganda, focusing on product knowledge, call handling techniques, negotiation skills, and effective loan collection methods.• Spearheaded the development and maintenance of quality performance reports, ensuring data accuracy and relevance.•Conducted independent data analyses, generated trending reports, and contributed to performance improvement initiatives.• Created and updated comprehensive training materials, ensuring clarity, conciseness, and alignment with industry best practices.• Conducted daily monitoring and mentoring of frontline teams, ensuring compliance with customer experience standards.• Fostered seamless cross-functional collaboration to tackle customer needs, identify pain points, and devise effective solutions. This collaborative approach was instrumental in addressing issues holistically, aligning team efforts, and delivering exceptional customer value.

• Utilized CRM system including salesforce and Metabase to manage about 190+ clients and also functions of receiving, assessing, analyzing, resolving, and documenting customers' issues and complaints per agreed requirements• Performed all debt collection activities according to guidelines and standards, verifying consistent compliance with Credit Bureau Of Nigeria(CRC) guidelines.• Decreased fraud losses by 29% through Issues Investigation and resolution, exceeding manager expectations.• Performed customer credit checks, providing recommendations for changes to credit limits that led to 10% increase in cash flow.• Upsold new products and accessories to customers such as loan extensions capturing significant increases in add-on sales.

Lagos, Lagos, Nigeria

Completed 120+ targeted outbound telephone calls per day assigned base of new and existing customers to achieve 70% conversion rate.• Maximized sales opportunities through partnership building to establish long-lasting customer relationships and generate repeat business by 90%• Logged call details and customer information in secure systems daily, improving data collection measures.• Streamlined complaints professionally, seeking effective, timely solutions for continued customer satisfaction.

Lagos, Nigeria

• Updated databases with current client, contract, and service agreements.• Implemented active listening and product expertise to successfully resolve outbound queries.• Ensured customers enjoyed a first contact resolution (FCR) of 90% also escalating to various teams when needed.• Closed high-value business deals through persuasive pitches and presentations.• Monitored accounts using loan portal and info pool for compliance with established payment plans and flagged those in violation weekly

Nigeria

• Supervised small groups consisting of 30 adults with additional mental health needs in assigned therapy groups.• Maintained confidential case documentation in line with data protection regulations.• Promoted independence and positive wellbeing when working with vulnerable adults and children.• Coordinated over 7 workshops with trained and licensed service providers to facilitate life skills workshops for youths, disabled, widows, and aged group

Lagos State, Nigeria

• Managed end-to-end annual leave records and repair and servicing of official vehicle processes for 65+ employees through checking of mail sent and inspection of vehicles.• Improved office efficiency by managing client correspondence, record tracking, and data communications.• Scheduled meetings and client appointments for teams of 65+ using Calendly.• Prepared monthly, weekly, and daily logs using Microsoft Excel and Office.• Took minutes and thorough notes in meetings for distribution during regional and branch meetings every fortnight.

Bachelor Of Arts - Ba, History, Second Class

Bachelor Of Arts - Ba, History, Second Class