Mbuotidem Edemenang

About the Candidate

MBUOTIDEM EDEMENANG

175 Carruthers Avenue, Ottawa, ON K1Y 4J1

613-621-0673 – mbuotidem.edemenang@gmail.com linkedin.com/in/mbuotidem-edemenang

PROFESSIONAL SUMMARY

• Excellent interpersonal, and communication skills developed with over 8 years of experience in providing effective technical and customer support to clients over email, live chat, video chats, and phone.

• Experienced customer-focused professional capable of understanding customer environment and pain points with sound analytical and problem-solving skills, high energy work level, and excellent analysis, reporting, and presentation. • Effectively handled full cycle SaaS sales and customer onboarding as well as managed key customer accounts and collaborated with cross-functional teams as needed to communicate the unique value proposition of the client’s businesses for each software application built and sold at Urim Software Solutions.

SKILLS

Microsoft Teams, Digital Customer Support (Mobile & Web Applications), Inbound Contact Center

Support, Stakeholder Management, Effective Communication, Cross-functional team management, CRM

Software, Microsoft Office Suite (Word, Excel, PowerPoint), Complaint Management & Ticketing, Cloud

Accounting (Quick books).

EDUCATION
Bachelor of Science: Business Management

EXPERIENCE

06/2023 to 07/2024 Customer Service Personnel (Part-Time)

Musk Wall Systems Corp

Processed customer requests, maintained customer information, and documented call information according to standard operating procedures.

Handled new clients and vendor registrations, banking, and credit card transactions as well as inventory management, payrolls, and reporting on QuickBooks.

Evaluated and improved customer service and trained the team to effectively respond to customer requests and issues.

04/2023 to 06/2023 Team Lead Business Research Intern (Remote)

Idaho Business Center

Developed and built strong, productive working relationships with client’s internal stakeholders, and cross-functional teams.

• Led client meetings and participated in the preparations and adjustments of project scope, business plan, business model canvas, and marketing plans to meet the demand of stakeholders.

• Assigned project tasks and conducted post-implementation follow-ups to solicit valuable feedback from key stakeholders, enabling further enhancements in project quality.

06/2020 to 04/2023 Customer Service Lead (Remote Contract)

Urim Software Solutions

Closely participated in all aspects of the digital product development lifecycle, including customer usage, improved engagement strategies, customer reviews, and service improvement.

Collaborated with cross-functional teams on all testing and implementation activities, ensuring that all phases/aspects of testing were covered to meet the unique value proposition of each client’s application.

Mentored and coached new hires and existing employees on performance improvement plans and Supported product managers with user testing and feedback gathering before the product launch.

04/2021 to 06/2022 Customer Service Personnel (Part-Time)

Seamate Protective Services

Monitored, evaluated, and reviewed interactions of call center agents (Inbound Contact Center and Tele sales) to ensure quality levels were maintained and compliance policies were adhered to.

Reviewed weekly interactions to identify and glean insights and identified opportunities and customer pain points to include in weekly management reports for process improvements.

Conducted monthly team appraisals to evaluate KPIs and call center metrics aligned with OKRs as pre-defined by the business to identify required adjustments before quarterly review.

04/2017 to 03/2020
Customer Support Specialist

Welfare And Self-Reliance Services-Africa West

Managed dairies and customer information and progress using Microsoft dynamics which in turn increased customer accountability and loan repayment by 20%.

Handled inbound customer interactions across various channels (Calls, Emails, and Chat Platforms) towards resolving customer concerns and complaints.

Provided product information and engaged in cross-selling and up-selling product offerings.