Michael Donatus Edem

 Michael D. Edem Lagos       ●         +234 703 434 3527 - Summary Trustworthy professional with experience in deliveries, customer service and logistics across diverse industries. Exceptional time management, problem solving and communication skills. Excellent customer service capabilities remain calm under pressure. Education Certificate of Higher Education : HR Management, 2024 Oxford Study College - Oxford, OXF Bachelor of Science : Agricultural Economics & Extension, 2015 University of Uyo - Uyo SSCE : General Science, 2006 St. Mary's Science College - Ediene Abak Hobbies and interests Profitable dialogue Indoor/ Outdoor games Music Farming Retaining customers Experience Customer Service, 01/2022 - Current Newedge Finance Limited- Lagos Chat customers online via our application and offer them firsthand resolutions to their complaints Handle Customers’ complaints via inbound/outbound calls, provide appropriate solutions and alternatives within the time limit. Developed empathetic client relationships and earned reputation for consistently exceeding sales goals. Take extra miles to engage customers and resolve transaction issues most especially payment matching and clearing. Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention. Admin / Logistic Officer 11/2019 - 09/2021 Icheetah Nigeria Limited- Abeokuta Enhanced administrative efficiency by maintaining and renewing truck documents. Ensuring that all the gas/Diesel purchased are properly documented Improved personnel management by organizing and verifying staff information. Optimized financial management by securing funds for trip expenses and diesel purchases. Implemented GPS tracking for real-time truck monitoring, enhancing fleet visibility. Fostered communication between management and drivers through organized meetings, promoting alignment with company goals. Field Sales Representative, 01/2017 - 10/2017 Araghun Paint Company Limited - Uyo Worked flexibly across multiple customer access points. Accepted and processed new orders and refunds in line with company standards, fulfilling customers' needs and fostering loyalty. Responded to customer complaints, diffusing tension and reporting feedback to supervisors for service delivery improvement. Established performance metrics for sales teams and monitored and reported issues to supervisors for intervention. Monitored industry patterns and trends in merchandising and learnt new sales techniques and best practices for acquiring and retaining clients. Determined pitfalls and inconsistencies in sales processes and suggested process changes to increase conversion rates and revenues. Verified and updated customer information in company databases for billing, order processing and delivery purposes. Administrative Officer (NYSC), 10/2015 - 10/2016 EBADEP, Ministry of Agriculture - Ebonyi Handled daily office activities, including data entry and database auditing, maintaining smooth operations. Maintained manual and electronic filing and information systems, ensuring ready available and accurate data. Offered high levels of administrative support to managers, ensuring smooth running of company operations. Worked as part of administrative team, identifying and suggesting improvements to internal administration processes and systems. Skills Inbound customer service Excellent customer service Budget Management Resource allocation Troubleshooting skills Negotiation Documentation skills Inbound customer service Excellent customer service Budget Management Resource allocation Troubleshooting skills Negotiation Documentation skills Languages English, Ibibio: First Language: