Olumide Ambali

Experience

• 

  Jumia Nigeria

  Jun 2018 - now

  • Increased CSAT (Customer Satisfaction) from 50% to 99% and NPS (Net Promoter Score) from 20% to 80% through strategy implementation.• Reduction of order cancellation from 28% to 7% by deep diving into root causes and ensuring lasting solutions• Liaise with the Vendor and Dispatch team to ensure efficient processes.• Monitoring and evaluating calls and live chat transcript of the customer service unit (with the use of xcally and Salesforce) and using feedback from customers to support customer retention as a means of quality control. Show less • Processed and handle an average of 2500 orders weekly to meet 100% performance benchmarks in speed, accuracy, and efficiency, which contributed to increased customer satisfaction of above 95%.• Comprehensive composition of a well-detailed and articulated Email as correspondence with customers using Salesforce.• Received and managed approximately 100 emails per day to answer clients' questions, solve problems, inform customers on product launches, and direct calls to appropriate departments.• Utilized talking points to improve customer experience. Show less • Managed the Inbound Team of over 80 agents.• Evaluated team members on their daily, weekly, and monthly individual Key Performance Indicators and that of the team.• Trained new team members by instructing them on company policies and best practices for resolving customer issues. Also monitoring their activities and performances.• Ensured the call center has an answer rate of 98% by monitoring and tracking the incoming calls, awaiting calls, abandoned calls, average handling time, and answer rate. Show less • Acting as a liaison between the company and the customers, anticipating customer needs and providing knowledgeable answers to inquiries about products and services via telephone and emails.• Effectively managing and responding to large amounts of inbound and outbound calls and providing after-sales support thus ensuring that customers' inquiries, complaints, and requests are resolved at the first point of contact except when escalations are necessary.• Upselling and cross-selling of company products thus generating more sales.• Receiving customer feedback through satisfaction surveys and ratings thus building sustainable relationships by way of interactive communication. Show less

  • On Demand Service Team lead

    Jan 2021 - now

  • ODS Customer Service Representative

    Jan 2020 - Dec 2020

  • Associate Team Lead, Inbound Channel

    Jun 2019 - Dec 2019

  • Customer Service Representative Inbound Channel

    Dec 2018 - May 2019

  • Customer Service Sales Specialist

    Jun 2018 - Dec 2018