Esther B.

Background

About Esther B.

Hi, my name is Esther. I have a background in Social Service Work from Humber College, where I developed key skills such as communication, critical thinking, problem-solving, and advocacy. My education emphasized the importance of empathy, active listening, cultural competence, and organization, essential qualities for building trust and providing effective support. In March 2023, I joined Inkeros as a Sales Representative and was promoted to Quality and Retention in under a year. In this role, I develop and implement strategies to improve Yield and DOG metrics, enhancing overall operational efficiency. I assess and report on representative quality, identifying improvement areas and driving initiatives to boost performance. Additionally, I maintain professional communication with clients and partners, ensuring inquiries and concerns are addressed promptly. My responsibilities also include resolving D2C representative escalations, engaging with customers regarding canceled or pending orders, rebooking services, and retaining accounts. I actively contribute to sales retention efforts by appealing D2C/Call Centre sales on behalf of representatives. Every week, I deliver constructive feedback to Outsourced Sales Providers (OSPs), helping to improve representative performance. Beyond my individual role, I work to identify trends and opportunities to enhance operational processes, supporting overall business growth and efficiency. By collaborating with cross-functional teams, I ensure alignment on performance goals and uphold high service standards. With a strong foundation in both social services and sales, I bring a unique perspective to my work, balancing analytical skills with a people-first approach to drive success.