Customer Service / Operations Manager
Resume:
Jadesola Akande
Shasha, Lagos
***********@*****.***
Summary
Retail business professional with a solid background, 5+ years of work experience and a proven track record in marketplace operations, sales data analysis, marketing optimizing, retail strategy, channel efficiency, e-commerce, logistics, customer experience and vendor operations.
Work Experience
Operations Manager, E-Commerce Africa Prudential PLC
March 2019 - Present
Designing, reviewing and implementing policies concerning customer (Sales consultant) issues Monitoring, investigating and providing resolutions to retrieval, return, refund delivery issues.
Ensuring operational efficiency.
Using data analysis to manage daily performance of different channels and having meetings with different heads to optimize performance for the day.
Providing direction and feedback and training to team members providing client services.
Managing, motivating and developing staff providing client services to customers
Planning and implementing after-sales services to clients.
Ensure performance of goods purchased, and modify and improve services provided
Liaising with other organizational units, service agents and customers to identify and respond to customer expectations.
Issue resolution and data collection of sales processes.
Compilation and delegation of issues to the appropriate team to enable prompt resolution and follow-up
Analyzed competitive research, focus groups, audience analysis and comparative analysis to make strategic marketing decisions.
Customer Service Manager GoodsExpress.com
September 2016 - February 2019
Process and performance improvement through setup of the company’s standard pioneer Call Center.
Operations and project management services for an international cross- border online retail store.
Designing and implementation of customer service, marketing and Tele- sales support team.
Solving business problems through process reengineering and technology solutions with ability to multi-task and thrive in an environment where priorities shift frequently.
Developed the first Customer Experience structure and Call Center with process workflow and templates for the company both Nigerian and Ugandan team
Initiated the training and evaluation process blueprint for the Nigerian and Ugandan Customer Support teams for the company
Supervised hiring of the Nigerian Customer Support team
Managing the Customer Support Team's daily performance, maintaining and updating daily records and developing new tasks as the business need arises
Designed a seamless Refund process for the Nigerian division of the company, compiling and confirming customer's details for Finance team to process refunds also
Helped company attain highest volume of verified products, highest volume of confirmed payments and highest number of sales consecutively in 4 months (January to April)
Communicating customer feedbacks with other units for business development
Design training sessions for the team
Confirming payments transactions of orders
Tracking of customer's orders from arrival in Nigeria to customer's doorstep
Conducting customer-experience surveys
Scheduling and delegating daily tasks for the team and providing daily and weekly reports for evaluation and appraisals
Issue Resolution Associate Jumia.com
June 2015 - June 2016
Handle customer inquiries, complaints, billing questions and payment extension/service requests.
Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
Interface daily with internal partners in accounting, field services, business development, operations and consumer affairs.
Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Became the “go-to” person for new reps and particularly challenging calls as trainer of new employees.
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Plan, prepare and deliver lesson plans and instructional materials that facilitate active learning.
Develop schemes of work, lesson plans and tests that are in accordance with established procedures.
Instruct and monitor students in the use of learning materials and equipment.
Use relevant technology to support and differentiate instruction.
Manage student behavior in the classroom by establishing and enforcing rules and procedures.
Maintain discipline in accordance with the rules and disciplinary systems of the school.
Provide appropriate feedback on work.
Encourage and monitor the progress of individual students
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Customer Service Agent Jumia.com
March 2014 - June 2015
Handled incoming calls from customers, responding to inquiries, resolving problems and correcting policy errors.
Used consultative selling techniques to provide leads for telesales personnel
Completed sessions of customer service trainings and feedback with Quality Assurance Professionals.
Recognized for outstanding performance in the first quarter, 2015 as Customer Service Rep. Ranking was based on accuracy, customer service, duration of calls and availability.
Contributed to 10% sales increase in 2015 by improving lead-generation and sales-tracking techniques.
Areas of Expertise
Industry Competencies:
Ecommerce operations
Data management and analysis
Negotiation/Persuasion
Growth hacking
Sales optimization
Vendor management
Sales Activation
Sales analysis
Account Management
Logistics
Issue Resolution Technology
Microsoft Office Suite
HTML (Beginner)
Google Analytics
Power-Bi
Big Query
Languages
English & French
Interests
Reading
Analysis
Sports and meeting new people
Volunteering
Education
B.sc Mathematics 2nd Class division University of Ilorin 2007-2012
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