Benedicta Eraga (MBA)

Experience

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  MultiChoice

  Jan 2013 - Jul 2014

  Sales Executive

  Developed business strategies for SMEs, leveraging CRM to optimize retention (75% churn reduction) and revenue growth.

• 

  Konga Online Shopping Ltd

  Aug 2014 - Jul 2023

  • Led a team of 60+ employees, achieving an 83% resolution rate across all contact channels (social media, call center, email, and retention).• Implemented customer-centric strategies, increasing customer satisfaction by 15%.• Developed training programs that improved customer service ratings by 20%.• Established a feedback system, driving an 85% satisfaction rating.• Launched a loyalty program, boosting customer retention by 10% and lifetime value by 25%.• Conducted regular experience audits and applied customer insights to enhance service delivery.• Managed product lifecycles and collaborated with cross-functional teams to align customer service with company goals.• Analyzed customer experience metrics (NPS, CSAT, CES) and addressed pain points to improve service.• Monitored industry trends and integrated best practices to maintain a competitive edge. Show less • Recruited and trained customer service reps, improving interaction handling and response times by 20%. • Set and managed KPIs, ensuring team performance met goals and boosting productivity by 15%.• Supervised all customer interactions (Email, Phone, Live Chat, Social Media) to maintain quality service.• Managed contact center metrics (answer rate, AHT, service level, schedule adherence). • Identified training needs and coordinated with product managers to organize relevant training.• Monitored and analyzed contact data to ensure SLA compliance across all channels. • Developed a training manual to streamline response processes. Provided weekly performance reports for the contact center Show less

  • Manager,Customer Experience

    Aug 2021 - Jul 2023

  • Supervisor,Contact Center

    Apr 2019 - Jul 2021

  • Team Lead,Payment Support and Dispute Resolution

    Apr 2018 - Mar 2019

  • Senior Analyst, Trust and Safety

    Jun 2017 - Mar 2018

  • Customer experience

    Aug 2014 - Jun 2017
• 

  Oriflame Cosmetics

  Aug 2023 - now

  Head, Customer Experience

  • Led the development and implementation of customer service strategies, improving overall customer satisfaction by 15%. • Set and monitored daily, weekly, and monthly KPI’s, achieving a 90% adherence rate. • Implemented process improvements that enhanced service efficiency by 20%. • Ensured the claims resolution process met the established time frames, reducing resolution time by 25%. • Conducted quality monitoring of inbound and outbound interactions, ensuring a 92% compliance rate. • Worked collaboratively with logistics, warehouse, and other operational functions, contributing to a 10% improvement in process efficiency. • Utilized Medallia for NPS tracking and Genesys as a CRM tool to enhance customer experience initiatives. • Led a training initiative that increased service team competency scores by 30%. Show less