IJEOMA NWANKPELE

No. ** Bola Ademuyiwa Street, Aswani, Isolo, Lagos

081*-***-**** 090*-***-****. ac7w0g@r.postjobfree.com

Personal Statement

Ijeoma is a dedicated customer service/sales professional with experience in corporate and retail outlet setting, with a proven and motivational ability to ensure maximum performance levels and productivity.

I introduced a number of successful customer service delivery initiatives resulting in 98% in customer satisfaction rankings, annual revenue increase of 9 million naira and increased customer retention from 55% to 85% in 2017.

CORE COMPETENCES

Business Analysis

Customer Service management

Project Management

Corporate and retail operations

Data Analysis

Customer Analytics

Negotiation

Employment History

Gloworld Retail Shop, Lagos Mainland Dec 2012 – Mar 2018 Strategic Sales and Customer Service Supervisor

Developed and managed the relationship between Globacom, partners and walk-in customers to drive customer satisfaction for assigned Business unit

Identified problems and issues; navigated through relevant department to resolve the issue(s), looked for real root cause and handled conflicts that impede service delivery

Harnessed human and material resources for the attainment of the company's target/objectives

Marketing, Market surveys and Business development

Ensured Business unit understand technology and new solutions constantly introduced and drive implementation compliance

Managed communications efforts with other departments and the executive leadership team

Strong knowledge of company's products, pricing, policies etc so as to educate clients and train team members on its use and benefits

Collated accurate inventory data for management information and decision making

Prepared weekly and monthly bank reconciliation. Key Achievements:

Cultivated an environment in which customers enjoyed high levels of service and team members were motivated to deliver top performance. This drove high customer satisfaction and retention. Performance was monitored through monthly reports on customer’s satisfaction surveys, sales volume/margins, profit, inventory and sales budget

Leveraged high volume market relationships and social media to increase overall annual revenue by 40%

Served as a key leader in effectively achieving 105% monthly business unit sales target and profitability objective

Led sales team thru pricing changes, product launches and process change

Consistently kept ahead of competition by innovating new ways to reach and engage customers. Also used SWOT analysis and outside the box thinking

Ensured productivity targets were met, maintained computerized administration and automated storage and retrieval system.

Globacom Nigeria Risk Management Unit July 2008 – Dec 2012 Corporate Sales Support and Key Account Manager

In charge of managing Broad Access and Postpaid mobile accounts for Corporate, SMEs, High Network Individuals from presales, Provisioning, After Sales Support, Billing and invoicing, collections, Risk control, Debt Management and Special Relationship Management.

Resolved delinquencies, short payments and disputes.

Monitored all Broad Access lines and post-paid accounts

Ensured billing and charging accuracies via monthly test bills and product User Acceptance Tests (UATs).

Created and implemented company dunning policy/ process for all fixed line and post- paid customers to ensure customers' payment days are met

Set credit limits in line with credit policy and ensured that subscribers do not abuse their usage.

Managed all fixed line and 100 key corporate accounts in different sectors including invoicing, payment processing, visitations and others as may be required by the customers.

Cash application duties from walk-in centre POS.

Liaised with relevant Bank to get confirmations of payment from subscribers and ensuring that such confirmed payments are credited appropriately to the subscribers accounts via PIH

Supported sales activities in key transactions by personal involvement with a view to maximize revenue through correct pricing and discount avoidance. Key Achievements:

Spearheaded implementation of technology that improved risk management/debt recovery

Strategically restructured financial reporting processes in accordance with organizational changes

Served as key leader in effectively managing 15% annual revenue growth via POS sales GLOBACOM Call Center, Customer Care Nov 2004-July 2008

Provided online assistance to clients on various issues using GLO Products or services.

Identified subscribers' needs and proffered company acceptable solutions in a friendly and professional manner.

Investigated and solved clients' problems, which may be complex or long-standing issues that may have been passed on by customer service assistants;

Used call logging applications and data entry tools, (such as Siebel) to capture and keep vital records of subscribers transactions and/ or issues.

Analyzed statistics or other data to determine the level of customer service Gloworld is providing.

Analyzed key management information to see how well customers are being served.

Met with other managers to discuss possible improvements to customer service. Key Achievements:

Solved customer problems, increased return on investment and enhanced online presence

Maintained a tenacious drive to exceed corporate mission and grow existing and new accounts

KEY SKILLS

Sales and Margins Improvement

Front end Supervision

Team building and training

Complaint Resolution and Planning

Customer satisfaction

EDUCATION

Masters in Industrial Relations and Labor

University of Lagos December 2010

B.Sc. Agricultural Economics, Second Class Upper

University Of Ibadan September 2002

TRAININGS ATTENDED

Data Science July 2018 Ciel Consulting

Business Analysis April, 2018 Ciel Consulting

Project Management, PrimaveraP6 & MS Project April 2018 Ciel Consulting Excellent Customer Service Skills Dec 2016 Roomy Outsourcing Leadership, Sales and Customer Service Skills Dec 2015 Leadership & Vision Ltd Lean Six Sigma Yellow Belt March 2015 Lean Sigma Concept REFERENCES

Available on request

Contact this candidate