Customer Service Manager

Matthew Iwundu

***** ******* **, ***, ******, TX 75243 H: 682-***-**** C: 682-***-**** **********@*****.***

Professional Summary

Experienced Manager with over 17 years of experience in IT and Warehousing. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Skills

Procurement

Product management

Project Management

Price quoting

Shipment tracing

Invoicing oversight

Paperwork preparation

Billing management

Customer service skills

User training

Vendor relations

Invoice verification

Contract negotiations

Planning and scheduling

Operations monitoring

Policy evaluation

Order picking and processing

Problem resolution

Work History

Key Account Manager B2B, 07/2012 to 10/2017

Samsung Electronics West Africa – Lagos, Nigeria

(Key Account MANAGER B2B) July 2012- 2017

Major Achievements

Achievement rate of 161% and Growth 105% in 2017

Achieved 213% of KNOX Target that enabled WEST Africa exceed their annual target by mid-year

Developed and implemented 8 ICT Labs Projects in 8 states in Nigeria to Demonstrate the Impact of Digital learning in Nigeria

Won Best Staff award in Q2 2017

Implemented Digital learning in Ekiti state that aided their high performance and improvement in both WAEC and NEC (Ranked 27th in WAEC in 2014 but 1st in NECO in 2017 and 2018)

Won and implemented the Kaduna State Mobile learning Programme

Also collaborated with Napims, Exxon Mobil, Total and Chevron in the implementation of the Project Formed Strategic Partnerships and alliances to further enable our capabilities in the B2B space

Partnered with the British Council, MEST, World Bank, UNESCO, Federal ministry of Education to deliver various Projects at state and Federal level

Key Samsung leader dealing with various Government agencies up to Governors, Deputy Governors and Commissioners to develop initiatives to develop investments in critical sectors using Technology as an accelerator for Positive impact

Partnership formation with over 10 state governors

Worked with our partners to conceptualize and develop the Npower Project

Already delivered 90k tablets valued at $10m

Won 11,000 Mobile learning devices at Covenant University with KNOX security application $3m - 2015

Won Mobile Learning project at Mountain Top University 2015- $250k (4 Year Project)

Won Mobile Learning University Project at Babcock University in 2016 valued at - $1.7m

This involves learning devices loaded with educational content and protected with a Samsung KNOX security application

This is an ongoing Project

Established Samsung as a Brand of Choice in Unity Schools in Nigeria

Tripartite MOU with Federal Ministry of Education signed with Skool media

Won Best Staff of the Month award in November 2015 in B2B team

Increased Retail sales by over 100% in 2014

Won Projects that meet Global and Regional Best Practices in 2015 and 2016

Duties

Developed and deepened successful partnerships with representatives of diverse companies

Used CRM tracking spreadsheets to monitor information about customers, shipments and business activities

Managed quality assurance program including on site evaluations, internal audits and customer surveys

Received training and certification from HP, Cisco, Samsung to represent brand, explain technical functions of mobile devices and guide product selection by customers

Supervised 9 Account Managers in providing excellent customer service to customers requiring assistance for Specification and Technical issues

Worked with Quadrant 1 customers to understand requirements and provide exceptional customer service

Worked with Account to resolve customer problems, improve operations and provide exceptional customer service

Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping

Monitored social media and online sources for industry trends

Developed team communications and information for weekly meetings

Head Of Sales And Marketing, 07/2007 to 07/2012

Jetlink Limited – Lagos, Nigeria

Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives

Delegated daily tasks to over 12 employees to provide development opportunities

Performed customer needs assessments and coordinated resolutions with supply chain and quality teams

Conducted supplier risk evaluations and assisted Finance department with regulatory inspections

Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices

Identified and communicated customer needs to supply chain capacity and quality teams

Supervised site investigations, reported issues and escalated those that required further assistance

Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs

Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints

Facility Manager/Lead Machine Operator, 01/2004 to 01/2007

WECO Systems Limited – Lagos, Nigeria

Evaluated facility operations and personnel to ensure compliance with safety and health regulations

Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services

Supervised staff of 5, including Machine Operators and facility Executives in day-to-day activities

Tracked and documented operational and financial records to perform weekly analysis of performance and costs

Led facility management staff and consultants in producing a business plan that focused on all aspects of facility operations, including setting priorities and job assignments

Boosted productivity by consolidating material planning, data collecting, payroll and accounting programs into one main system

Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives

Managed budget implementations, employee reviews, training, schedules and contract negotiations

Enforced quality assurance protocols to deliver ideal customer experiences

Shipping and Warehouse Supervisor, 01/1999 to 01/2004

Technology Distributions Limited. Lagos – Lagos, Nigeria

Monitored adherence to safety protocols and company policies by staying attentive to details

Managed merchandise inventory transactions

Handled fright and parcel shipment schedules, return and transfer processes and oversight of daily warehouse operations

Promoted safety policies and practices among personnel, enforcing appropriate handling and use of equipment and products

Supervised warehouse operations by managing 25 employees during 10 hour shifts

Started up and shut down processing equipment

Supervised all warehouse operations, including shipping and receiving, distribution, and workplace safety

Collaborated with management to implement new initiatives and policies and achieve benchmarks for production, quality and safety

Operated different computer system, hand-held inventory control device and calculator to perform shipping and warehouse operations

Completed daily operations on time and maintained high standards of accuracy

Monitored employee performance and offered mentoring and leadership to improve any deficiencies

Federal Polytechnic Idah- Lecturer Assistant -1997/98

-Coordinator of Elementary Statistics Classes

-Manage Quiz classes for ND1/11 students

-Grade Quiz and submit reports to Head of department

-Lecture ND1 and ND11 students on elementary Statistics.

-Maintain Quarterly statistics of class performance and attendance.

Education

Data Science- Currently studying at Quick Start USA

Certificate: Probability and Statistics Higher Level, 11/2018

Alison - United States of America

Associate of Science: Fundamentals of Project Management

Alison - United States of America 2018

Master of Science: Operations Research

University of Lagos - Nigeria

Master of Business Administration: Marketing

Lagos State University - Nigeria

Bachelor of Science: Statistics

University of Nigeria - Nigeria

Affiliations

Samsung Essentials for Marketing- 2017

Samsung Essentials for Sales- - 2017

Samsung Essentials for B2B-2017 2016

Cisco Sales Certified sales Professional- 2006

Cisco Certified Professional for Wireless-2006

Attended over 46 courses, seminars and Trainings in sales, marketing, management, information Technology, Administration, environmental, Health and safety etc February 2000- June 2017.R

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