Michael Odibi
@michaelodibi
Customer experience and data-analytics professional turning complex cases into clear, fast solutions for customers.
NigeriaWhat I'm looking for
I’m a results-driven customer experience professional with over 5 years of direct customer service experience, grounded in empathy, listening, and effective problem-solving. I bring strong communication skills and the judgment to resolve complex issues confidently—escalating only when needed to stay aligned with policies and service standards.
In my current role as a Customer Experience Specialist (Voice Associate) at Clipboard Health, I support clients through email, chat, and voice using Zendesk and Salesforce, while maintaining accurate and confidential records. I tailor communication to diverse customers, proactively identify recurring concerns and process inefficiencies, and help improve onboarding and service delivery so clients feel supported end-to-end.
Earlier at DHL Express Nigeria, I delivered measurable customer impact across customer care, service desk, and data support—boosting same-day resolution and building reporting and dashboards to strengthen SLA monitoring and forecasting. I’m also comfortable collaborating cross-functionally, handling high-volume workloads, and taking ownership of improvement opportunities through structured reporting and leadership.
Experience
Work history, roles, and key accomplishments
Provided timely, accurate, and empathetic customer support across email, chat, and voice, resolving account, documentation, and service inquiries. Managed client cases in Zendesk and Salesforce and recommended improvements to recurring issues and process inefficiencies.
Handled customer care and tracing queries, improving same-day resolution of customer queries by 39% within two months. Managed complaints, supported high call volumes, and coordinated with operations to resolve service recovery issues.
Improved import desk customer service response rate by 30% through workflow synchronization and effective email communication. Managed high-value import pickup requests, supported commercial management updates, implemented reporting for pending payments, presented recommendations to senior management, and led a team of customer service representatives.
Collated real-time data for call inflows and produced interval reports for SLA monitoring. Analyzed customer service data to identify behavioral and market trends and built a streamlined dashboard to support same-day resolution performance forecasting.
Resolved complex customer complaints for international and domestic courier shipments through timely, professional communication. Converted inquiries and quotes into confirmed bookings, identified leads for new shipping accounts, and maintained an email response time within two hours.
Handled 80+ calls daily, resolving customer issues efficiently and supporting customer satisfaction above 95%. Improved resolution times by 40%, maintained regulatory compliance, generated sales leads by turning information calls into opportunities for optional services, and produced performance reports using Microsoft Excel while training new intakes.
Education
Degrees, certifications, and relevant coursework
University of Ibadan
Master of Science, Political Science (International Relations)
2019 - 2021
Completed a Master of Science in Political Science with a major in International Relations at the University of Ibadan (2019–2021).
Redeemer’s University, Ede
Bachelor of Science, Political Science
2012 - 2016
Earned a Bachelor of Science in Political Science from Redeemer’s University, Ede (2012–2016).
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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