Michael Ikedimma

 MICHAEL IKEDIMMA Ago Palace Way Lagos, Nigeria Phone Number: - Email Adress:- PROFESSIONAL SUMMARY A trained Virtual Assistant and Customer Support with experience in sales, customer success, production, planning, establishing business deals, generating leads, and an Electrical Electronics Engineer by profession. Proven ability to build strong customer relationships, effectively resolve problems, and achieve sales goals. Excellent communication, problem-solving, and interpersonal skills. Passionate about serving customers and driving business growth. SKILLS Proficient in Customer Relationship Management (CRM) Tools; Slack, HubSpot, Go- high- level, Zendesk, Intercom, etc. Sales Strategy and Execution Conflict Resolution Email Management and Calendar coordination Experience in Microsoft Office Suite (Word, Excel, PowerPoint) Project Management tools (Asana, Trello, Airtable, Monday.com, ClickUp, Jira etc.) Problem-solving and Critical Thinking ability Product Knowledge and Consultation Account Management Upselling and Cross-selling Techniques Communication and Active Listening Time Management and Organization Negotiation Skills PROFESSIONAL EXPRIENCE Sales Representative Technautic Nigeria Limited, Lagos| October 2023- December 2024 Actively identified and pursued sales opportunities through cold calling, networking, and inbound leads. Built strong relationships with new and existing customers, resulting in a 9% growth in sales over eight months. Successfully closed many sales per month, surpassing targets consistently. Provided customers with detailed product demonstrations and helped them make informed purchasing decisions. Managed the sales pipeline and kept detailed records of sales activities in the CRM system. Collaborated with marketing teams to develop targeted campaigns and improve sales performance. Customer Service Representative Decorum Computers LTD Wuse, Abuja. November 2021- Dec. 2022 Provide exceptional customer service by responding to inquiries and resolving complaints across multiple channels (phone, email, chat). Manage customer accounts and ensure their satisfaction with the company’s products/services, contributing to a high customer retention rate. Offer product recommendations and solutions tailored to customer needs, boosting sales by 15%. Process orders, returns, and exchanges in compliance with company policies. Document and track customer feedback and escalate issues to management as needed. Trained new staff on customer service best practices and company policies. Abuja Electricity Distribution Company Technical Support Intern – Operations & Maintenance | April 2020 – November 2021 Compiled and updated Key Performance Indicators (KPI) of the technical staff and Distribution Transformer (DT) reports, and this minimized delay in electrical fault clearing. Monitored and logged in maintenance activities for high-tension cables across multiple substations, ensured accurate weekly and monthly documentation. Provided technical support and troubleshooting for operations and maintenance teams, assisting in resolving power distribution and infrastructure issues. Facilitated effective communication of technical information to relevant teams and stakeholders, ensuring seamless coordination and documentation of key meetings. Analyzed customer technical specifications and translated them into detailed design specifications for implementation. Assisted in software coding, application configuration, and system engineering during automated control system project design, build, and testing phases. Provided hardware installation support for automated control systems, ensuring compliance with technical requirements and operational efficiency. Customer Success Manager KEN - Magnet Nigeria LTD, Karu Nasarawa State| September 2009 - August 2014 Managed a portfolio of client accounts, ensuring a high level of customer satisfaction and engagement. Conducted regular check-ins and business reviews with clients to understand their needs and proactively address issues. Worked closely with product teams to ensure customer feedback was incorporated into product updates and improvements. Developed success plans and strategies, resulting in a 21% increase in customer retention and a reduction in churn. Led onboarding and training for new clients, ensuring they could maximize the value of the product/service. Cross-sold and upsold additional services based on client needs, contributing to an increase in revenue. EDUCATION Post Graduate Diploma (PGD) in Information Technology, National Open University of Nigeria 2022 Higher National Diploma, Electrical/Electronic Engineering, The Federal Polytechnic, Bida 2017 - 2020 National Diploma, Electrical/ Electronic Engineering, The Federal Polytechnic, Bida 2014 - 2016 Communication and Leadership Training, The Edge Series2015 Diploma in Computer Skills; Master Link Computer School2010 -2011 CERTIFICATIONS ABC Leadership: The Edge Series – September 2015 ABC Communications: The Edge Series – September 2015 IT Support: Digital Witch TECHNICAL SKILLS CRM Software: HubSpot, Zendesk, Freshdesk, Intercom, Airtable, Go-High-level MS Office Suite (Word, Excel, PowerPoint) Communication Tools: Slack, Zoom, Teams Project Management Tools: Trello, Asana, Monday.com, Clickup.com Appointment Setting Tools: Calendly, Pick time, Acuity scheduling LANGUAGES English language – Fluent Igbo Language – Fluent REFERENCES Available on request.