Summary
Overview
Work history
Education
Skills
Additional Information
Timeline
Generic

Esther Ekpe

Summary

Personal profile: An enthusiastic and organised individual with excellent interpersonal skills, an articulate individual and highly motivated. A strong communicator when dealing with customers on a face-to-face basis and on the phone. I enjoy all challenges and seeing them through, whilst maintaining a confident and good-humoured nature. I contribute extensively to teamwork as well as support and encourage others, give and receive constructive criticism as well as listening to and valuing other opinions. I am currently seeking a challenging position with an opportunity for continued development. Results-driven Human Resources Officer offering over seven years achieving positive results for multinational companies. Articulate negotiator, skilfully supporting company growth by sourcing top-quality applicants for critical roles. Organised planner with excellent team leadership and programme management abilities effectively meet team needs. Approachable individual confident at providing quality customer service in various environments. Clear communicator and active listener with focus on relationship building. Possesses selling abilities and query management skills.

Overview

16
16
years of professional experience

Work history

Customer centre Advisor and complaints Advisor

Peabody
Basildon, Essex
02.2025 - Current
  • Handle enquires from residents on repairs, maintenance, complaints and other household matters and direct them to the correct service if required.
  • Accurately log and raise jobs on the systems, and maintain up to date records of interactions and outcome of repairs on the system.
  • Constantly achieving call handling and adherence Targets as set out by managements and working collaboratively with team members to archive outstanding results.
  • Provide resident with accurate information and guide towards service that will best meet their needs.

Telemarketing executi

National Housing Federation
London , United Kingdom
04.2024 - 10.2024
  • Delivered telesales scripts clearly to engage callers with relevant service information.
  • Answered over 40 calls per day, managed customer enquiries with excellent customer service skills.
  • Promoted current services and offers using expert product knowledge.
  • Recorded customer information and interactions on company system.
  • Created timely follow-up alerts for increased sales conversions and completions.

Human resources officer voluntary

Careoutreach
London, United Kingdom
07.2023 - 04.2024
  • Recruited, hired and trained new employees to optimise profitability.
  • Led high-performing teams and developed organisational leadership capacity.
  • Collaborated with entire human resource department to discuss new ways to recruit top talent.
  • Assessed and improved compensation packages, attracting highly qualified applicants for organisational vacancies.

Customer service representative

Hood group
Essex , United Kingdom
01.2023 - 05.2023
  • Adhered strictly to policies and procedures for continued company compliance.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Built customer rapport by providing friendly, genuine service.
  • Answered over 50 telephone calls per day with professionalism.
  • Processed high-value payments with meticulous accuracy.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Answered customer telephone calls promptly and improved on-hold wait times.

Technology Programme Validator

Telent
08.2022 - 11.2022
  • Ensured the safe dig process is followed correctly checking each for Hazards and reporting to the delegated department to process the job accurately
  • Managed over 50 jobs per day to an exceptional level by ensuring each job is validated to the expected standard
  • Maintained a high level of accuracy to details on works with contractors in order to build a job safe and fit for purpose
  • Managed each Job to an exceptional level with close communication with direct, manager on executing the job to the expected standard.

Ford Customer Experience Specialist

Percepta
10.2021 - 04.2022
  • Managed outbound and inbound calls of fleet and commercial vehicle customers
  • Managed customers query and enquiries daily, on various issues relating to vehicle repair after sales enquires as well as courtesy vehicle assistance
  • Ensured that customers receive an update on their case at a timely manner, in line with the SLA set out by the company
  • Offering great customer service, by ensuring individual customer's cases are managed in a confidential manner and customers are updated via email and phone calls on the progress of their case.

Receptionist/ Gateway Assessor Voluntary

Citizens Advice Bureau
11.2017 - 10.2020
  • Worked closely with clients to assist with their query and offer the right advice to resolve the issue
  • Provided information on the CAB Services/Gov.uk to clients to assist with their enquiry
  • Ensured that confidential records are stored in line with GDPR Regulations
  • Explored client's problems and situation, assessed the risk / urgency of the clients' issue and their ability to deal with the problem themselves.

SUPERVISOR

CALABAR JUNCTION
02.2015 - 08.2017
  • Provided day to day customer service at a local eatery
  • Taking customers' orders and providing information on various Queries
  • Answering the telephone in a courteous manner and sending and replying to emails., responsible for setting up royalty cards.

SUPERVISOR

KAREN MILLEN
11.2012 - 12.2014
  • Delivered top-notch service at all-times, assisting clients to complete various transactions
  • Authorization of payments and return of merchandise and setting up client Karen Millen account
  • General administrative duties filling, scanning, photocopying, receiving, and allocating incoming post, managing staff, and delegating tasks.

SUPERVISOR

TM LEWIN
01.2010 - 08.2010
  • Managing and motivating staff to increase sales and ensure store efficiency
  • Responsible for the day to day running of the store, analyzing store sales figure
  • Recruiting new staffs conducting induction and delivering training
  • Preparing reports regarding sales volume, merchandise.

Education

Level 5 Diploma - Education and training

London school of Academics
2021

certificate in Human Resource practice) CIPD - undefined

London South Bank University CHRP
2014

BA (Hons) - Business Administration

University of Greenwich
London
2009

Skills

  • IT skills including
  • Microsoft Word, Excel, PowerPoint, Outlook

Additional Information

  • Trained to high customer service standard in National Housing Federation ,Talent with Technology, Percepta /Ford, Citizens Advice Bureau, Calabar junction, TM Lewin, Karen Millen, and Cut Global services. Experience of working within a multi-cultural setting, warm, friendly, and highly approachable. Administrative duties involved managing clients' cases, responding to customer's enquiry, and resolving customer's query. Excellent communication skills

Timeline

Customer centre Advisor and complaints Advisor

Peabody
02.2025 - Current

Telemarketing executi

National Housing Federation
04.2024 - 10.2024

Human resources officer voluntary

Careoutreach
07.2023 - 04.2024

Customer service representative

Hood group
01.2023 - 05.2023

Technology Programme Validator

Telent
08.2022 - 11.2022

Ford Customer Experience Specialist

Percepta
10.2021 - 04.2022

Receptionist/ Gateway Assessor Voluntary

Citizens Advice Bureau
11.2017 - 10.2020

SUPERVISOR

CALABAR JUNCTION
02.2015 - 08.2017

SUPERVISOR

KAREN MILLEN
11.2012 - 12.2014

SUPERVISOR

TM LEWIN
01.2010 - 08.2010

certificate in Human Resource practice) CIPD - undefined

London South Bank University CHRP

BA (Hons) - Business Administration

University of Greenwich

Level 5 Diploma - Education and training

London school of Academics
Esther Ekpe