Supply chain management, Warehousing, customer service and Data Analyt

KENNETH ONOCHIE

**, ******** ******, ********,

Ontario. Canada 226-***-**** *********@*****.***

PROFESSIONAL

SUMMARY

Customer-focused and results-driven warehousing and factory operations professional with over 12 years of experience in delivering exceptional service in fast-paced factory/manufacturing environment. Proven ability to resolve complex issues, manage high volumes of inventory, and enhance overall customer satisfaction. Highly skilled in machine learning, statistical analysis, and data visualization.

SKILLS

Inventory lifting and management

Excellent communication

conflict resolution abilities

Proficient in use of Microsoft office

suit (Excel, Word and Outlook)

Ability to manage high volumes of

stocks.

Adaptive and physically fit

Data entry, cleaning, manipulation

Interpersonal skill and teamwork

Negotiation and problem solving

Detail-oriented with strong

organizational skills

Policy and procedure adherence

WORK HISTORY

CUSTOMER SERVICE MANAGER 01/2020 to 08/2024

MDS Logistics

Responsible for management of Inbound and Outbound stocks of key Fast Moving Consumer Goods (FMCG) clients; Bosch, Kimberly Clark and Beko.

Successfully managed a group of 150 gang labourers for loading and offloading factory raw materials, spare parts and finished goods

Developed and implemented Good Warehouse Practice (GWP’s) and procedures for operational efficiency in the factory

Analyse customer feedback and service metrics to identify trends and areas for improvement.

Resolve complex customer issues and escalations, ensuring high levels of satisfaction and retention.

Collaborate with other departments to streamline processes and enhance the overall customer experience in the factory.

Monitor and report on key performance indicators (KPIs) to track team performance and achieve service goals

CUSTOMER SERVICE REPRESENTATIVE 09/2012 to 12/2019 MDS Logistics

Managed an average of 60+ customer interactions per day via phone, email, and chat, achieving a 95% customer satisfaction rating.

Resolved complex issues and inquiries, demonstrating strong problem- solving skills and maintaining a high level of professionalism.

Utilized CRM software (Salesforce) to track and manage customer interactions, ensuring accurate and timely updates.

Assisted in the Training and mentoring of new team members, improving overall team efficiency and performance.

Contributed to process improvements by providing feedback and suggestions based on customer interactions and trends.

Collaborated with cross-functional teams to address and resolve complex customer concerns, contributing to a 10% increase in customer retention

Strict Adherence to company policies and procedures to ensure consistency and compliance in all customer interactions. ACCOUNT/SALES OFFICER 06/2011 to 08/2012

United Bank

Responsible for Foreign Exchange Transfer, Bureau De Change, Deposit Mobilization and Credit Risk Management.

Orchestrated quality relationships within and outside customer base portfolio for growth and customer retention.

Prospected over 42 new weekly leads with diverse strategies, including cold calling, trade storms and customer referrals.

Exceeded quota goals through effective task prioritization and appropriate consultative/ upselling techniques.

Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.

Responded to requests for information and resolved issues quickly

Liaised between account holders and various departments

Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms

Managed dollar sales business worth across $1million per month across 2 accounts

EDUCATION

Master Business Administration. 2021

Malaysian University of Science and Technology (MUST) Bachelor of Science Economics and Statistics 2008 University Of Benin

CERTIFICATIONS

Certified Supply Chain Professional (CSCP) APICS/ASCM TRAININGS

2019 - African Centre for Supply Chain - Masterclass Certificate in Supply Chain competency,

2023 - MDS – Customer Service Excellence

PROFESSIONAL

MEMBERSHIP

American Production and Inventory Control Society (APICS) HOBBIES

Research, Leading, Meeting People, Current Affairs and Sports

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