Available to hire
Hello! I’m Esther Okon Williams, an empathetic and results-driven Customer Success & Sales professional based in Calabar, Nigeria. With 4+ years of experience in customer support, travel assistance, and consultative sales, I’ve helped both B2B and B2C clients through warm lead conversion and reliable virtual assistance across multiple industries.
I manage customer journeys, resolve issues efficiently, and build strong client relationships through empathy, clarity, and proactive follow-up. I’m proficient with CRM systems including HubSpot, Salesforce, Zoho, Airtable, and Zendesk, and I’m driven by customer satisfaction and delivering human-centered service.
Experience Level
Language
English
Fluent
Work Experience
Customer Support Associate at Jayriks Bespoke Apparel
November 1, 2024 - PresentProvide professional customer support through calls, emails, and chat while mentoring new assistants on handling inquiries and using CRM tools effectively.
Customer Service Representative at Icon Resorts Nigeria
October 1, 2023 - September 1, 2024Delivered high-quality support via phone and email, assisted clients with travel arrangements, and conducted mini-training sessions for new hires.
Sales Representative at Inter-Plant Truck Services
March 1, 2020 - September 1, 2022Managed leads with an 80% conversion rate and collaborated with the marketing team to design outreach campaigns.
Customer Success & Sales Specialist at Focus Digital Academy
September 1, 2025 - PresentHandle B2B and sales inquiries, managing objections and closing deals efficiently. Build strong customer relationships through consultative sales and solution-focused communication. Collaborate with cross-functional teams to ensure customer success and smooth onboarding for clients.
Customer Service Representative at Icon Resorts
February 1, 2023 - November 1, 2024Identify root causes of issues and provide practical solutions. Handle complaints and respond to calls and emails, improving customer satisfaction and loyalty. Coordinate travel arrangements including flight bookings, hotel reservations, and car rentals for clients.
Travel Virtual Assistant at ASAP Tickets
March 1, 2023 - September 1, 2023Assist customers with flight bookings, changes, cancellations, and travel inquiries via phone, email, and chat. Provide accurate travel information, including fares, routes, and airline policies. Process ticket issues, refunds, exchanges, and schedule changes; maintain detailed customer records in CRM and coordinate with airlines to resolve complex issues.
Customer Service Representative at Jayrik-Bespoke Apparel
October 1, 2023 - September 1, 2024Address customer inquiries via email and calls, ensuring positive experiences and satisfaction. Resolve complaints promptly to enhance service efficiency and reduce frustration. Collect customer feedback to support service improvements and business operations.
Sales Representative at Inter-Plan Truck Services
March 1, 2020 - September 1, 2022Manage operational budgets and capital expenses while ensuring quality control for 70-80% of customer orders. Track customer interactions using Zendesk, ensuring timely follow-ups and issue resolution. Coordinate deliveries and maintain communication with customers, successfully closing deals through price negotiation and relationship management.
Education
B.A. in Communication and Media Studies at University of Calabar
January 1, 2022 - January 1, 2025Higher National Diploma in Health Information Management at University of Calabar Teaching Hospital
January 1, 2017 - January 1, 2022B.A. in Communication & Media Studies at University of Calabar
January 1, 2022 - January 1, 2025Higher National Diploma in Health Information Management at University of Calabar Teaching Hospital
January 1, 2017 - January 1, 2022Qualifications
Virtual Assistant Professional Training
January 11, 2030 - January 26, 2026Digital Marketing
January 11, 2030 - January 26, 2026DreamPort Travel Agent Certification
January 11, 2030 - January 26, 2026Virtual Assistant Professional Training – Digital Witch Support Community
September 1, 2024 - October 31, 2024Independent Travel Management & Tourism Services – Dreamport Travel Academy
February 1, 2025 - February 3, 2026Industry Experience
Professional Services, Retail, Other, Travel & Hospitality, Software & Internet, Media & Entertainment
Experience Level
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