Esther Echefu Email & Phone Number

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.
• 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.

• 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.
• 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