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  "basics": {
    "name": "Esther Kalu",
    "label": "Customer Service Representative",
    "phone": "09039562123",
    "summary": "Customer Service Representative with 3+ years of experience handling customer inquiries, resolving issues, and delivering efficient support across phone, email, WhatsApp, and chat platforms. Skilled in CRM tools, customer communication, conflict resolution, and maintaining positive customer experiences.",
    "location": "Lagos, Nigeria",
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      "company": "SettlePath Solutions Limited",
      "position": "Customer Service Representative",
      "location": "Port Harcourt, Nigeria (Remote)",
      "startDate": "2025-09",
      "current": true,
      "highlights": [
        "Handled 30-40 customer complaints daily via phone, email, WhatsApp, and chat, providing product information and resolving issues promptly.",
        "Maintained accurate customer records, transaction details, and feedback using CRM and digital tools to support daily operations.",
        "Delivered consistent remote support experiences by ensuring clear communication and positive customer interactions."
      ]
    },
    {
      "company": "GlobalEd Sphere",
      "position": "Customer Support / Sales Executive",
      "location": "Lagos, Nigeria (Hybrid)",
      "startDate": "2024-10",
      "endDate": "2025-08",
      "highlights": [
        "Handled 40+ customer inquiries weekly through phone, email, and WhatsApp while providing professional support and follow-ups.",
        "Assisted prospective clients with onboarding guidance and contributed to an average of 5–7 sales conversions monthly through consistent customer engagement.",
        "Maintained accurate client records, tracked customer interactions, and supported daily sales and customer service operations."
      ]
    },
    {
      "company": "Topher Wellness Pharmacy",
      "position": "Customer Care Representative",
      "location": "Lagos, Nigeria",
      "startDate": "2020-04",
      "endDate": "2020-10",
      "highlights": [
        "Handled daily customer enquiries and complaints through phone, email, WhatsApp, and social media, ensuring clear and timely responses.",
        "Provided support with onboarding, guided customers through processes, and followed up to ensure issues were resolved.",
        "Maintained accurate customer records, updated CRM/spreadsheet data, and managed multiple client interactions in a fast-paced environment."
      ]
    }
  ],
  "education": [
    {
      "institution": "Certificate of National Service",
      "degree": "National Youth Service Corps (NYSC)",
      "startDate": "2025",
      "endDate": "2026"
    },
    {
      "institution": "University of Benin, Benin City",
      "degree": "Bachelor of Science in Education",
      "field": "Chemistry Education",
      "startDate": "2020",
      "endDate": "2023"
    },
    {
      "institution": "FCE(Technical),Akoka",
      "degree": "Nigeria Certificate in Education",
      "field": "Integrated Science/Chemistry",
      "startDate": "2017",
      "endDate": "2020"
    }
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    "CRM Systems",
    "Zendesk",
    "Intercom",
    "Salesforce",
    "Microsoft Office Suite",
    "Google Workspace",
    "Conflict Resolution",
    "Active Listening",
    "Data Entry",
    "AI Tools Proficiency",
    "Typing Speed: 40+ WPM"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Native"
    }
  ],
  "certificates": [
    {
      "name": "Google Digital Skills - Digital Marketing",
      "issuer": "Coursera"
    },
    {
      "name": "Customer Service Certification",
      "issuer": "HubSpot Academy"
    }
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      "Customer Service Certification"
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    "yearsOfExperience": 6,
    "seniority": "senior",
    "highestEducation": "Bachelor's"
  },
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    "platform": "freecv.org"
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