Customer Support Specialist, Virtual Assistant & Graphic Designer
Precision-driven client relations, creative VA support, and design thinking — powered by an engineering mindset that prevents problems before they start.
I’m Akuirene Alero Esther, a dedicated Customer Service Specialist, Virtual Assistant, and Graphic Designer who brings an unusual combination of empathetic communication, creative execution, and analytical precision to every client engagement. My work is built on a single principle: every customer touchpoint is either building trust or breaking it.
My academic foundation in Chemical Engineering from Afe Babalola University is what sets me apart. I was trained to diagnose complex systems, isolate root causes, and engineer lasting solutions — a discipline I bring directly to support operations every day. Where others react, I analyse. Where others apologise, I resolve.
Beyond customer service, I function as a capable virtual assistant, managing calendars, coordinating communications, handling data entry, and building clean visual collateral when your brand needs it. I show up consistently, communicate proactively, and leave every engagement measurably better than I found it.
“Your support team is your brand. Every word it speaks either earns trust or erodes it. I make sure it always earns.”— Akuirene Alero Esther
Academic Foundation
B.Sc. Chemical EngineeringI use HubSpot to build organized, segmented customer databases that power smarter sales and support. Contact management, deal pipeline tracking, automated email sequences, and activity logging — all configured to give your team a clear, actionable view of every customer relationship.
Case management, customer record audits, reporting dashboards, and workflow automation. I leverage Salesforce to streamline escalation processes and ensure zero cases fall through the cracks. I’ve cleaned 2,000+ records and rebuilt data architecture for scaling SaaS clients.
Multi-channel support ticketing, macros, triggers, and CSAT tracking. I configure and manage Zendesk environments to reduce average handle time and improve first-contact resolution rates.
Real-time customer messaging, chatbot configuration, inbox management, and proactive support campaigns. I use Intercom to create seamless, timely experiences across every customer touchpoint.
Support queue management, escalation tracking boards, and team coordination. I build Trello systems that give every team member clear visibility into ticket status, ownership, and priority.
Social media graphics, brand templates, pitch decks, email headers, and marketing materials. My engineering eye for precision translates directly into design that is both beautiful and purposeful.
Customer data entry, satisfaction tracking spreadsheets, reporting dashboards, calendar management, and documentation. I maintain meticulous records that give your team the data it needs to make informed decisions.
Prompt, professional responses with consistent brand voice and impeccable accuracy across every query.
Real-time resolution that feels human and decisive — turning frustrated visitors into loyal customers.
Accurate data entry, organized records, and CRM optimization that powers smarter business decisions.
Root-cause analysis and structured escalation handling that closes cases fairly, quickly, and permanently.
Calendar management, inbox zero, research, scheduling, and back-office support that frees your focus.
On-brand social content, pitch decks, and marketing visuals that communicate your value clearly.
Proactive outreach, personalized follow-up, and re-engagement strategies that reduce churn.
Engineering-trained problem-solving: diagnosing root causes, identifying patterns, optimizing processes.
Full-cycle inbound and outbound support. Every query handled with speed, accuracy, and genuine care — making your brand look exceptional at every touchpoint.
I transform frustrated customers into loyal advocates through empathetic listening, structured investigation, and decisive resolution that protects your reputation.
Clean data, organized records, and accurate customer histories that power better decisions. I audit, rebuild, and maintain your CRM so your team always has what it needs.
Calendar management, inbox handling, research, scheduling, data entry, and administrative coordination for reliable remote support that keeps your operations frictionless.
Social media graphics, pitch decks, email headers, and branded templates. Clean, purposeful design that communicates professionalism without the agency price tag.
Personalized outreach strategies that recover dormant customers and reduce cancellations — protecting the clients your business worked hard to win.
I show up, follow through, and communicate proactively. You’ll never chase me for an update or wonder if something is handled.
My Chemical Engineering background means I approach every challenge analytically: diagnosing root causes, not symptoms, and building solutions that last.
I understand that customers are people first. My communication is warm, patient, and genuine — and that emotional intelligence directly improves your retention numbers.
Customer service, virtual assistance, and graphic design. You get a versatile professional who can pivot between operational and creative needs without skipping a beat.
I track outcomes, notice patterns, and recommend improvements. I leave your support operation measurably better than I found it.
My written and spoken English is clear, fluent, and professional. Every message sent on your behalf reflects the premium quality of your brand.
Inherited a backlog of 400+ unresolved customer inquiries for a scaling e-commerce brand with declining satisfaction scores and no structured workflow. I rebuilt the inbox system from scratch, introducing priority tagging, FAQ response templates, and a systematic follow-up protocol. Within six weeks, the results were measurable, sustained, and independently verified through post-interaction surveys.
A fast-scaling SaaS company engaged me to audit and restructure their Salesforce CRM with 2,000+ customer records accumulated over two years with no consistent tagging or segmentation. I corrected duplicates, standardized data architecture, and implemented a tier-based segmentation framework. I then designed and executed a targeted email re-engagement campaign using the cleaned database.
A professional services firm engaged me following disruptions that generated 180 formal complaints and significant negative sentiment. I managed every affected client personally, acknowledging the disruption with transparency, proposing tailored resolutions, and rebuilding confidence one conversation at a time. Every interaction was tracked in HubSpot with full case notes and outcome documentation.
If you value precision, reliability, and genuine care for your customers — I’m ready to bring that to your team. Every project I take on gets my full strategy, empathy, and execution.
Akuirene turned our support chaos into a smooth operation in under 6 weeks. Our CSAT scores jumped by over 30% and the team finally had a system that worked.
She handled over 180 complaint cases with a calm professionalism I’ve rarely seen. Nearly every client we thought we’d lost came back. Exceptional instincts.