As a seasoned customer support specialist and operations coordinator with a proven track record of driving growth, improving efficiency, and enhancing customer satisfaction, I excel in fast-paced environments where no two challenges are ever the same. With a strong educational foundation in Human Anatomy from Madonna University, I leverage my analytical mindset to drive data-informed decisions that propel businesses forward.Key Strengths:Customer-centric approach with a focus on timely issue resolution and satisfaction (8% increase in CSAT)Strategic operations management with expertise in process optimization (27% reduction in resolution time)Data analysis and visualization to inform business decisions (20% increase in customer retention)Leadership and team development with a focus on mentoring and training (20% improvement in team performance)Excellent communication and stakeholder management skillsCareer Highlights:Spearheaded strategic decisions as a Customer Support Specialist at Bolt Technologies, resulting in significant CSAT improvementsDeveloped and implemented process enhancements as a Senior Operations Coordinator, driving conversions and activation ratesSuccessfully onboarding and mentoring new hires, fostering a culture of excellence and growthCore Skills:Customer Success & SupportData Analysis & VisualizationProject ManagementStakeholder ManagementPeople ManagementProblem-SolvingCustomer Experience & RetentionLet's Connect!I'm excited to collaborate with like-minded professionals and explore opportunities that leverage my skills and expertise to drive business growth and customer satisfaction. Feel free to reach out and let's start a conversation!
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Provider SpecialistFlanceLagos, La, Ng
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Customer Support SpecialistBolt Apr 2023 - PresentNigeria* Respond to customer inquiries via voice calls, live chats, email, and social media, providing timely and accurate solutions to ensure prompt issue resolution. * Collaborate with the team to share innovative ideas, streamlining workflows and enhancing the efficiency, quality, and speed of Bolt's customer support.*Identify patterns and trends in the feedback received from customers and look out for innovative ways to reduce them by communicating learnings to the product, operations, and sales teams. -
Senior Operations CoordinatorBolt Jul 2022 - Apr 2023* Generated reports on Excel, Word, and PowerPoint to conduct trend analysis and research on competition, identify target markets, show critical performance metrics, and identify actionable targets, which leveraged customer retention by 20% YTD.* Collaborated with senior management and the product team on multiple functions, including customer success, identifying the pain points from customer feedback, resulting in a 25% reduction in resolution time.* Conducted market research to target customer segments, evaluating 350+ documents weekly, driving a 30% customer acquisition increase.
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Product Operations CoordinatorBolt Feb 2021 - Jul 2022Uyo, Akwa Ibom, Nigeria* Spearheaded the supply acquisition team in Uyo, successfully onboarding over 2000 drivers, which led to 40% growth YOY.*Collaborated closely with cross-functional teams, optimising quality assurance processes, ensuring compliance with local regulations, and bolstering operational efficiency.* Reviewed data and the onboarding process, which led to a 30% increase in viable leads.Achieved remarkable growth milestones by driving a significant increase in city operations, completed rides, and GMV by 200% and 350%, respectively, in 12 months.* Increased customer satisfaction by 95% through troubleshooting complex customer inquiries.
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Operations ManagerEckau Farms Ltd Sep 2020 - Feb 2021Nigeria* Managed a team of 12 workers who were responsible for feeding and caring for the animals.* Monitored and managed all aspects of the supply process, ensuring that products were delivered on time while maintaining quality standards.* Maintained up-to-date records of inventory levels, analyzing trends to anticipate future needs.* Regularly reviewed supplier performance to identify areas for improvement and ensure compliance with contractual agreements.
Edidiong Umo-Odiong Education Details
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Anatomy -
Second Class
Frequently Asked Questions about Edidiong Umo-Odiong
What company does Edidiong Umo-Odiong work for?
Edidiong Umo-Odiong works for Flance
What is Edidiong Umo-Odiong's role at the current company?
Edidiong Umo-Odiong's current role is Provider Specialist.
What schools did Edidiong Umo-Odiong attend?
Edidiong Umo-Odiong attended Madonna University Nigeria, Madonna University Nigeria.
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