Ojating Edim

OJATING NDOMA EDIM Nationality: Nigerian (Nigeria)  Phone number: (-  Email address:- Home: Lagos (Nigeria) ABOUT ME CUSTOMER SUPPORT/DIGITAL MARKETER/SOCIAL MEDIA MANAGER With extensive experience in customer support, I excel at providing exceptional service and resolving complex issues efficiently. My strong communication skills enable me to connect with customers and understand their needs, ensuring a positive experience. I am adept at utilizing various support tools and systems to streamline processes and enhance customer satisfaction. My proactive approach, attention to detail, and commitment to continuous improvement have consistently contributed to high customer retention and satisfaction rates. I thrive in fast-paced environments and am dedicated to delivering outstanding support. WORK EXPERIENCE Customer Experience Manager Excel OET Academy [ 2023 – Current ] Country: Nigeria • • • • Provide exceptional support to students throughout their OET preparation journey. Address student inquiries and concerns promptly and effectively. Gather and Analyze feedback to identify trends and areas for improvement. Collaborate with the academic team to develop and refine course materials and teaching methods. • Maintain regular communication with students, keeping them informed about course updates, schedules, and other relevant information. • Managed the use of learning management systems (LMS) and other technological tools used in delivering courses. • Prepared regular reports on key performance indicators (KPIs) related to student experience and satisfaction. Achievements • Increased overall customer satisfaction scores from 75% to 90% within one year. • Reduced the average customer complaint resolution time from 48 hours to 24 hours over six months. • Boosted the customer retention rate from 65% to 85% within nine months. Customer/Admin Support Three O’S Nig. Ltd Builders AND Civil Engineers [ 2020 – 2022 ] Country: Nigeria • Handling inquiries from clients and providing them with information about services and projects. • Maintaining regular communication with clients to ensure satisfaction and addressing any concerns or issues promptly. • Managing office supplies, coordinating appointments, and scheduling meetings. • Maintaining records and documentation related to projects, clients, and company operations. • Assisting with the preparation of reports, presentations, and other administrative tasks to support the management team. • Assisting in the coordination of construction projects, ensuring timelines and milestones are met. • Addressing and resolving customer complaints and issues efficiently. • Liaising with different departments to solve any problems that may arise during the course of a project. • Working with the finance department to manage budgets and financial records related to customer transactions and projects. Achievements • Achieved a 95% customer satisfaction rate by implementing a new customer feedback system and promptly addressing customer complaints and inquiries. • Reduced average response time to customer queries by 50%, from 24 hours to 12 hours, by streamlining communication processes and implementing a ticketing system. • Increased customer retention rate by 30% through proactive follow-ups and personalized support, ensuring clients felt valued and heard. VOLUNTEERING [ 2022 – Current ] Clair Gadgets Social Media/Digital Marketing Manager- Remote • Create and implement comprehensive social media strategies to increase brand awareness, drive traffic, and engage target audiences. • Develop content calendars and oversee the creation of engaging and relevant content across various social media platforms (e.g., Facebook, Instagram, Twitter, LinkedIn, etc.). • Analyze market trends and audience insights to inform content strategies and optimize performance. • Monitor and respond to user comments, messages, and reviews to foster community engagement and enhance customer service. • Plan, execute, and manage paid advertising campaigns on platforms such as Google Ads, Facebook Ads, Instagram Ads, and others. • Track and analyze the performance of digital campaigns using analytics tools (e.g., Google Analytics, Facebook Insights) to measure ROI and identify opportunities for improvement. • Optimize ad campaigns by adjusting targeting, creative, and budget allocations based on performance data. EDUCATION AND TRAINING Higher National Diploma (HND) In Civil Engineering Akanu Ibiam Federal Polytechnic [ 2021 ] City: Unwana | Country: Nigeria Ordinary National Diploma (OND) In Civil Engineering Akanu Ibiam Federal Polytechnic, Unwana Akanu Ibiam Federal Polytechnic [ 2017 ] City: Unwana | Country: Nigeria PROFESSIONAL DEVELOPMENT Certifications • Hubspot Social Media Marketing • Hubspot Inbound Marketing • Agile Project Manager • Customer Service Management • Fundamental of Predictive Project Management DIGITAL SKILLS Customer Escalation Management / Microsoft Office / Professionalism & customer service attitude / Strong customer care Skills LANGUAGE SKILLS Mother tongue(s): English RECOMMENDATIONS Available on Request