A service management professional with a profound ability to create and maintain a customer-focused culture. Proven leadership skills to effectively develop, lead, motivate high performing teams and achieve operational excellence.
Successfully managed and led various productive teams such as the Import Trade Team, the Dealer Helpdesk team at Cars45, the customer operations team at Gbam Nigeria, the Quality Assurance team at Konga.com amongst others.
Champion service recovery activities, issues resolution, performance management. A Key member of the Arbitration Committee at Cars45.
Steadily achieved a record Average Response Time of 3 minutes on social media channel from 10 minutes and consistently maintains over 90% in CSAT across inbound and social media touchpoints at Konga.com
Also, a member of a Consumer Insight focus group, executing action points for the overall improvement of CSAT, NPS and Customer Effort score at Konga.com.
Analysis and reporting of customer success and transactional metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Overall Resolution Rate within SLA.
Establish defined quality standards and conduct performance evaluation; providing feedback to improve performance including the creation of Interaction monitoring tool for quality assessment.
Good grasp of sales strategy and market analysis leading to increased sales revenue by over 50% on a daily basis and repeat purchase by 20% at Kaizen ventures Partners Limited.
A strategist; applying new ways to be highly productive through improved management of team and processes, hands-on recruitment and training.
I possess a strong understanding of consumer behaviour, market dynamics with an appetite for research, data analysis and customer service operations.
monitoring / evaluation
research & development
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