EMEM EDWIN BASSEY
PROFESSIONAL SUMMARY
Detail-oriented and reliable professional with 10+ years of experience in Customer Service,
Sales, and Operations within the Telecommunications Industry. Skilled in data accuracy,
guideline adherence, and quality assurance-key strengths. Proven ability to manage large
volumes of information, meet deadlines, and deliver consistent, high-quality results in fast-paced
and remote environments.
CORE SKILLS
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Customer Support & Conflict Resolution
Written & Verbal Communication
Time Management
Microsoft Office & Digital Tools
Attention to Detail
Data Quality Assurance
CRM
Email handling
PROFESSIONAL EXPERIENCE
Shop Manager
MTN Nigeria | March 2018 –March 2026
● Lead and supervise a team of Customer Service staff to ensure high performance and
excellent service delivery
● Prepare accurate weekly and monthly reports with strong attention to detail
● Monitor sales and operational data to improve efficiency and results
● Maintain compliance with company procedures and service standards
● Consistently achieved Net Promoter Score (NPS) above 80%
● Train and onboard staff, ensuring adherence to structured workflows
Key Relevance: Team Management, quality control, Customer retention, reporting and Sales
Customer Care Representative
MTN Nigeria | November 2012 – February 2018
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Handled customer inquiries and resolved complaints via phone and in person
Accurately documented customer interactions and service data
Maintained high customer satisfaction and met performance targets
Participated in daily reviews to improve service strategies
Key Relevance: Data handling, content review, attention to detail, decision-making
EDUCATION
Madonna University, Okija, Nigeria
(BSc in Mass Communication )
CERTIFICATIONS & TRAINING
● Mobile Internet Tools Training – MTN Nigeria
● Customer Service Excellence Training – MTN Nigeria
● Sustainability Seminar – Lagos Business School
LANGUAGES
English (Fluent) | Hausa (Fluent) | Ibibio (Fluent)
ADDITIONAL INFORMATION
● Strong ability to follow structured guidelines and workflows
● Experienced in remote work environments and meeting deadlines
● Fast learner with ability to adapt to new tools and platforms
