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Peace Edem
Hamilton,ON
Summary
Administrative and customer service professional with 4+ years supporting high-volume client operations, accurate recordkeeping, and documentation coordination. Strengths include database data entry, reporting, and workflow coordination using established processes. Achieved 92.8% first-contact resolution and reduced recurring issues by 15% through targeted process improvements. Prepared to apply these transferable skills and learn Ontario land registration systems, procedures, and applicable legislation.
Overview
4
4
years of professional experience
Work History
IT Support & Client Services Coordinator
Transcom
Hamilton, ON
08.2024 - Current
- Coordinated high-volume client communications through phone, email, and internal systems, ensuring timely issue resolution.
- Maintained accurate documentation and tracked ongoing requests across multiple departments.
- Collaborated with cross-functional teams to improve workflow efficiency and support operational objectives.
- Monitored service performance metrics, achieving a 92.8% first-contact resolution rate.
- Improved internal processes, reducing recurring issues by 15%.
Customer Service & Administrative Support Rep.
WeedMan
St Catharines, ON
02.2024 - 08.2024
- Maintained accurate CRM records for 150+ client campaigns to support client engagement.
- Generated reports that informed operational decision-making and strategy.
- Coordinated multiple priorities to ensure timely completion of tasks under strict deadlines.
- Streamlined reporting processes, reducing turnaround time by 40%.
Sales & Client Support Representative
Accenture
St. Catharines, ON
09.2022 - 09.2023
- Managed client accounts, ensuring accurate records supported timely decision-making.
- Scheduled follow-ups and coordinated communication between internal teams and clients to enhance client satisfaction.
- Updated CRM systems with accurate customer information.
- Prepared reports that informed business decisions and contributed to client success initiatives.
Education
Bachelor of Arts - Economics, Business Administration
Trent University
Peterborough, ONSkills
- Administrative Coordination
- Document Management and information verification
- Client & Stakeholder Communication
- Record Management
- Microsoft Excel
- CRM Systems (Salesforce, HubSpot)
- Calendar and Workflow Coordination
- Process Improvement
- Cross-Functional Collaboration
- Professional communication and de-escalation
- Data Entry & Reporting
- Time Management
- Attention to Detail
- Confidentiality, tact, and discretion
- Numerical accuracy and general arithmetic
Technical Skills
Microsoft Office: Excel, Word, Outlook, Teams, PowerPoint.
CRM Systems: Salesforce, HubSpot.
Administrative: Reporting, Documentation, Calendar Management, Data Entry, File Management.
Relevant Projects
Commercial Property Management Projects
Commercial Lease Abstract
- Prepared lease abstracts from real commercial lease agreements to identify critical business terms including commencement dates, rent schedules, operating expenses, renewal options, and permitted use.
Personal Development
- Commercial Lease Administration (Self-Study).
- Commercial Lease Abstracting (Practical Project).
- Excel for Business.
Honours & Recognition
Selected for the AI4Good Lab Accelerator and recognized for innovation, analytical thinking, and collaborative problem-solving while developing an AI-based project.
Leadership Experience
Performance Coordinator
Royal House Church
- Coordinated logistics for youth performances and special events.
- Managed schedules, communications, and event documentation.
- Supported volunteers and ministry leaders in planning and execution.
Timeline
IT Support & Client Services Coordinator
Transcom
08.2024 - Current
Customer Service & Administrative Support Rep.
WeedMan
02.2024 - 08.2024
Sales & Client Support Representative
Accenture
09.2022 - 09.2023
Bachelor of Arts - Economics, Business Administration
Trent University