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Edikan Umoekam

@edikanumoekam

Customer Support Specialist at Ferntree Partners, resolving customer cases and improving complaint handling at Sterling Bank.

Nigeria

Message

At Ferntree Partners, I keep accurate records of customer interactions, tickets, and resolutions so each case has a clear history. I also meet response time, first contact resolution, and CSAT targets.

At Sterling Bank Plc, I reduced complaint handling time by 20 percent by improving how cases moved through Dynamics 365 and Freshdesk. By investigating the cause of complaints, I also reduced repeat complaints by 30 percent and maintained a 96 percent SLA response rate.

At Jumia Nigeria, I handled more than 120 inbound and outbound calls and emails a day while achieving a 95 percent customer satisfaction rate. At CredPal, I supported customer accounts and helped customers find products suited to their needs.

Experience

Work history, roles, and key accomplishments

Current

Data Annotator

Current

Hugo

Apr 2024 - Present (2 years 6 months)

Labeled audio clips for sentiment and emotional tone and reviewed human-to-human video conversations to validate model accuracy.

Data Annotation Sentiment Analysis Audio Labeling Video Reviewing

Current

Customer Support Representative

Current

Ferntree Partners

Jan 2024 - Present (2 years 9 months)

Maintained accurate CRM records for all customer interactions and consistently met response time, first contact resolution, and CSAT targets. Identified and escalated critical cases promptly.

CRM Customer Support SLA Management First Contact Resolutions CSAT Escalation Management

Customer Service Representative

Sterling Bank Plc

Nov 2022 - Dec 2023 (1 year 1 month)

Handled customer inquiries and complaints via email, achieving a 96% SLA hit rate. Reduced complaint handling time by 20% and repeat complaints by 30% through process improvements.

Dynamics 365 Freshdesk Complaint Resolution SLA Management Root Cause Investigation

Customer Service Manager

CredPal

Dec 2021 - Sep 2022 (9 months)

Gained deep product knowledge to recommend suitable solutions and maintained strong customer relationships to ensure satisfaction and retention.

Customer Relationship Management Product Knowledge Account Management

Customer Support Specialist

Jumia Nigeria

Feb 2019 - Nov 2021 (2 years 9 months)

Managed over 120 inbound and outbound calls and emails daily, resolving inquiries and order issues while maintaining a 95% satisfaction rate. Engaged customers post-sale to encourage repeat business.

Customer Support Call Handling Email Support Order Management Customer Satisfaction