Edidiong Okon
Summary
Experienced Customer Service professional with focus on executive support and office management. Capable of streamlining administrative processes, enhancing team productivity, and improving organisational efficiency through strong communication and multitasking skills. Adept at managing complex schedules, coordinating meetings, and handling high-level confidential information.
Overview
17
17
years of professional experience
Work history
Executive Assistant/Manager
Brooks & Rolls Limited
Uyo, Akwa Ibom State
2022.07 - 2026.01
- Created organized filing system to manage department documents.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Used advanced software to prepare documents, reports, and presentations.
- Handled confidential and sensitive information with discretion and tact.
- Coordinated large-scale events both onsite and offsite including logistics planning, budget management, attendee correspondence, and post-event evaluations for continuous improvement purposes.
- Boosted employee morale by organizing team-building events, fostering a positive work environment, and addressing concerns proactively.
- Improved workflow efficiency through the regular evaluation of existing processes and the implementation of new strategies as needed.
- Assisted in talent acquisition efforts by participating in candidate interviews, screening resumes, and onboarding new hires.
- Collaborated with cross-functional teams to execute company-wide initiatives for increased efficiency and growth.
- Supported executive decision-making by conducting thorough research and presenting findings in concise reports.
- Facilitated executive communication with internal departments and external partners for seamless collaboration.
- Streamlined office operations by implementing efficient administrative processes and procedures.
Procurement Manager
Hephzibah Eye Care Limited
Lagos/Uyo, Lagos/Akwa Ibom State
2019.12 - 2020.10
- Negotiated complex corporate procurement contracts by working closely with internal and external contacts.
- Led sourcing process for new vendors to get quality products and services and mitigate risk.
- Evaluated supplier quotes based on purchasing procedures and competitiveness in quality, price and delivery.
- Developed and implemented procurement policies and procedures to enhance compliance with company standards.
- Conducted regular supplier performance evaluations to identify areas for improvement and foster accountability.
- Generated reports on purchasing activities to support management decisions.
- Negotiated pricing and terms with vendors to secure best value for company.
- Collaborated with internal stakeholders to create timely and accurate purchase orders.
- Monitored inventory levels and avoided shortages with timely replenishment of stock.
- Established and maintained accurate records of purchases, pricing and payment terms.
Administrative Manager/Team Lead
Unicredit Limited
Uyo, Akwa Ibom State
2018.07 - 2019.07
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Reviewed workflow processes regularly using key performance metrics to identify areas of improvement, implementing necessary changes to achieve optimal results.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Assisted in the development of strategic plans to achieve company objectives while maintaining a focus on excellent customer service delivery.
- Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels of the organization.
Database Administrator
Joyprime Schools
Uyo, Akwa Ibom State
2017.01 - 2017.04
- Established proactive monitoring solutions that alerted administrators to potential issues before they escalated into major problems.
- Set up and controlled user access levels across databases to protect important data.
- Worked with staff to develop and implement procedures to prevent data loss and maximize system availability.
- Empowered end-users with creation of user-friendly reports and dashboards, enhancing decision-making processes.
Client Care Officer
University of Calabar Teaaching Hospital
Calabar, Cross River State
2015.07 - 2016.05
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Improved department efficiency by streamlining and implementing policies and processes.
- Coordinated operations with other emergency service groups.
Operation Manager
Prestige Summer Guest House
Uyo, Akwa Ibom State
2008.11 - 2012.09
- Implemented robust risk management frameworks, minimizing operational disruptions and safeguarding company assets.
- Evaluated emerging market trends to inform strategic decisions affecting the organization''s future direction.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Optimized inventory levels by implementing demand forecasting tools and techniques.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Optimized customer service protocols, elevating customer satisfaction and loyalty through personalized service initiatives.
Education
Bachelor of Science - Genetics And Biotechnology
University of Calabar
Calabar, Cross River StateCertificate in Production And Operation Management -
Centre For International Advanced And Professional Studies
Ikeja, Lagos, NigeriaPG Diploma in Customer Relationship Managament - Customer Relationship Management
Chartered Institute of Customer Relationship Management
Calabar, Cross River State, NigeriaSkills
- Appointment setting
Operational efficiency
Resource management
Report-writing
Procurement expertise
Meeting organisation
Customer relationship management
Executive support
Administrative systems
Scheduling coordination
Resilience under pressure
Professional ethics
Customer service protocols
Customer Service
Team Leadership
Interpersonal communication
Team building
Strategic planning
Database management
Negotiation tactics
Timeline
Executive Assistant/Manager
Brooks & Rolls Limited
2022.07 - 2026.01
Procurement Manager
Hephzibah Eye Care Limited
2019.12 - 2020.10
Administrative Manager/Team Lead
Unicredit Limited
2018.07 - 2019.07
Database Administrator
Joyprime Schools
2017.01 - 2017.04
Client Care Officer
University of Calabar Teaaching Hospital
2015.07 - 2016.05
Operation Manager
Prestige Summer Guest House
2008.11 - 2012.09
Bachelor of Science - Genetics And Biotechnology
University of Calabar
Certificate in Production And Operation Management -
Centre For International Advanced And Professional Studies
PG Diploma in Customer Relationship Managament - Customer Relationship Management
Chartered Institute of Customer Relationship Management
Professional Skills
Customer Journey Mapping
- Developed comprehensive customer journey maps for 15 service processes, identifying major pain points and improving customer satisfaction scores by 18%.
- Implemented journey mapping strategies that reduced customer churn by 12% within first year.
- Collaborated with cross-functional teams to refine touchpoints, resulting in 10% increase in net promoter score (NPS).
Service Design
- Led service design overhaul that decreased average resolution time from 48 hours to 24 hours.
- Conducted user testing sessions and applied insights to refine service workflows, enhancing customer satisfaction by 20%.
- Designed and implemented new feedback mechanisms, capturing actionable insights from 80% of customer interactions.
Effective Communication
- Developed and delivered training programs for customer service representatives, improving customer interaction quality by 15%.
- Created and maintained communication templates, standardizing responses and reducing resolution time by 25%.
- Facilitated regular team meetings to align customer service goals, resulting in 30% improvement in team performance metrics.