OKONGWU SUNDAY

No *** Ikota Housing Estate Ajah, Lagos

ad4xl6@r.postjobfree.com

070********

Professional Summary

Self Motivated and dedicated Client Experience Manager with over eight years of experience in providing excellent customer service through active listening and problem-solving. With deep knowledge of how to best assist all types of clients in the most challenging situations, whether face to face, over the phone or by e-mail. Very well organized with the ability to be productive, dependable and multitask when necessary. A team player capable of assuming a variety of responsibilities while keeping my skills and knowledge up to speed by learning new computer software

CORE SKILLS

Great Leadership and Teamwork

Ability to exercise sound judgment and make decisions based on accurate and timely analysis

Analytical thinker and calm under pressure

Aggressive field marketing activities(upselling and cross selling)

Great presentation and communications in both oral and written communication.

Strong interpersonal, organizational, time management, negotiating, closing sales deals, decision making skills.

Exceptional listening and conflict resolution skills.

Customer loyalty and willing to go beyond for customer satisfaction

Working Experience

Hotel seventeen Limited, UNGWA Rimi, kaduna 2013 -2017

SALES and MARKETING MANAGER .

Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest stays

Define, maintain and review customer portfolios and segments for existing and new customers

Determine strategies that may be employed by the sales and marketing department to maximize revenue generation, market share position and product improvement

Conduct environment analysis in respect to pricing, trade discounts and trade terms and how this affects the business operations.

Design briefs for market research to determine market opportunities, customer needs and the quality of service provided.

Analyze media coverage; develop and implement strategies aimed at maintaining a positive image of the company.

Responsible for conducting an effective and competitive telemarketing/digital marketing activities and gathering, recording and analysing competitors data

BEAUFORT HOMES LIMITED SONGOTDO,LAGOS

CUSTOMER SERVICE /BUSINESS DEVELOPMENT MANAGER 2017- 2020

Acting as the first point of contact for customer inquiries via phone and independently resolve technical and other support issues and excalate cases when appropriate.

Provide online demonstrations and educate customer on product features

Manage high volume of inbound calls effectively and efficiently in a complex fast-paced and challenging environment

Responsible for wide variety of customers service and administrative task to resolved customer issues

Investigated and resolved customer inquiries and complaint in a timely manner

Collaborated with business development, marketing, and product departments on the creation of competitive concept proposals.

Developed new service offerings based on detailed and documented insights of market and client needs.

Managed and maintained a structured analysis of target markets, clients, and documentation in the CRM system.

Provided market intelligence and feedback to global and regional teams on the market, industry and competitors’ developments.

Built and maintained relationships with key contacts at potential clients, consulting companies and partners in order to get access to new opportunities.

HANSE AND RENE CONFECTIONARY LIMITED VICTORIA ISLAND

OPERATION COORDINATOR. 2020-2022

Oversee all aspect of eight (8) outlet and ensure kpi is followed to exceed guest expectations

Work collaboratively with all department managers to make sure operations are running smoothly in tandem with one another

Anticipate all guest needs and respond promptly & accordingly

Establish and maintain standards for staff performance and customer service

Assists with ordering and procurement of operating supplies for all outlets.

Reviewing employee behavior, appearance and performance

Conducting daily meetings to ensure that all departments are in working order

Follow up and Ensures compliance with health and safety regulations.

Responsible for recruitment, training and grooming of outlet staffs

Responsible for budget,quality control and forecasting future trends

UNCLE STAN'S FOOD LIMITED LEKKI, LAGOS 2022 till date

CUSTOMER SERVICE MANAGER.

Effectively supervised day-to-day front-end operations of a busy customer service department.

Hired, trained, and mentored top customer service agents and front-end staff.

Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.

Created, edited, and altered customer service strategies and procedures in Agile manner to best deliver a satisfying experience for all store customers.

Managed and updated the customer loyalty program

Developed and implemented strategies to improve customer service experience, resulting in a 10% increase in customer satisfaction ratings

Trained and mentored new customer service representatives, helping them become successful in their roles

Collaborated with other departments to ensure customer service requests were addressed in a timely and efficient manner.

EDUCATION

Federal Polytechnic Kaduna _ 2012

Higher National Diploma in Purchasing and Supply management

Federal Polytechnic Nasarawa _2009

National Diploma in Business Administration and Management

Benue State Polytechnic _2006

Diploma in Banking and Finance

TwinBridge limited 2007

Diploma in computer appreciation

HOBBIES:

Reading, meeting people, travelling

REFERENCE

Available on request

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