Esther Inyang
Richton Park,IL
Summary
Solutions driven Customer Success and Client Services Leader with extensive experience in customer engagement, relationship management, and service delivery. Skilled at resolving complex issues, building client trust, and delivering exceptional experiences through clear, consultative communication and proactive support. Proven ability to improve service processes, coach teams, and translate customer needs into effective solutions that increase satisfaction, retention, and revenue.
Overview
15
15
years of professional experience
Work History
Store Manager
H&M Hennes & Mauritz
Orland Park, Illinois
03.2021 - Current
- Increased annual sales from $3.6M to $3.9M by redesigning account plans, prioritizing high value upsell opportunities, and aligning service delivery to customer lifetime value.
- Acted as the executive point of contact for escalations, restoring client confidence and protecting strategic accounts through rapid, empathetic resolution and cross functional remediation.
- Implemented CRM feedback mechanisms plus training that cut escalation response times and increased repeat engagement from key accounts.
- Built and coached a 25-35 person team to deliver consistent, brand-aligned service; implemented KPI scorecards, recognition programs, and targeted development plans.
- Partnered with district leadership to analyze performance metrics and deploy service-improvement initiatives that raised CSAT and conversion rates.
- Improved CSAT 12% in 12 months by redesigning the feedback loop, retraining staff on de-escalation, and introducing weekly coaching huddles that aligned with our customer success program.
- Reduced employee turnover 10% year over year and boosting employee engagement +6% by launching a mentorship program, refining hiring criteria, and standardizing onboarding and development plans.
Assistant Store Manager
Forever 21
Orland Park, IL
05.2013 - 03.2021
- Maintained store standards; organization, replenishment, and visual presentation to ensuring product availability and a consistent brand experience that supported higher conversion.
- Partnered with district managers (ASM & AVM) to diagnose performance gaps, design action plans, and deploy solutions that improved operational KPIs and customer satisfaction.
- Recruited, interviewed, and hired individuals demonstrating passion, dedication, and added value to the team.
- Launched brand aligned marketing and visual initiatives that improved presentation, increased dwell time, and lifted average transaction value.
- Drove profits 82% by restructuring store layouts, streamlining efficient inventory management, financial planning and sales performance analysis.
- Proactively solved complex operational and visual challenges, translating insights into scalable process improvements and measurable business outcomes.
Beauty Advisor/Manager
Lancome
DeKalb, IL
09.2011 - 12.2012
- Delivered personalized consultations by assessing client needs, and recommending tailored skincare and beauty solutions.
- Built long‑term client relationships through attentive service, follow‑ups, and product education.
- Demonstrated products and coached clients on application techniques to achieve desired results.
- Maintained a calm, professional environment that supported a premium customer experience.
Education
Master of Science - Public Health
Kaplan University
Davenport, IA2020
Bachelor of Science - Psychology
Northern Illinois University
Dekalb, IL2014
Skills
- CRM & Tooling Proficiency
- Client Relationship Building
- Loss Prevention & Risk Management
- Consultative Communication
- Time & Workflow Management
- Negotiation & Conflict Resolution
- Coaching & Team Development
- Account Planning & Growth Strategy
- Data Literacy & KPI/Power BI Tracking
- Cross‑Functional Collaboration
Affiliations
- Member, AYAYA (Akisan Youth And Young Adults) Mentoring program in Nigeria (2011 - Present)
Timeline
Store Manager
H&M Hennes & Mauritz
03.2021 - Current
Assistant Store Manager
Forever 21
05.2013 - 03.2021
Beauty Advisor/Manager
Lancome
09.2011 - 12.2012
Bachelor of Science - Psychology
Northern Illinois University
Master of Science - Public Health
Kaplan University