Onyinye Esiobu

Experience

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  DARUT TARIBIYAH SCHOOL OF ARABIC & ISLAMIC STUDIES

  Jun 2017 - Apr 2018

  ENGLISH & LITERATURE INSTRUCTOR

  • Increased student writing averages by approximately 17%.• Created daily lessons to instruct English students in writing, research, and literary analysis.• Mentored and coached students to help boost their confidence and competencies, as evidenced by scores and completion of assigned work.• Successfully Improved Students' Listening and Speaking Skills through written and interactive activities.

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  Jumia Nigeria

  Oct 2018 - Jun 2023

  Managing daily operations for call center with irate customers to answer their questions, provide information, and advise them on what to do especially with regards to refunds.• Working firsthand with the finance and the Jumia pay team for all sorts of refund and payment issues with a success rate of 70%.• Managing first contact resolution for special requests and resolving complaints of customers in a time-efficient way which led to 60% customer retention.• Troubleshooting common issues with a product or service.• Collecting and storing user data within our back-end system to ensure 100% data recoverability.• Ensuring follow-up through emails, phone, or any required means, boosting customer delight by 50% Show less • Initiated investigation of order errors, damaged products, and return discrepancies, collaborating closely with other departmental teams to ensure corrections were processed accurately and timely.• Implemented a competitive analysis process and applied data-driven decision-making which led to the company’s ups selling and cross-selling growth of 6%.• completed call center volume, sales, and customer satisfaction goals, achieving up to 80%, of targets which boosted new customer NPS score by 20%.• Maintained a customer account information database (incl. canceling and updating customer accounts.)• Prepared monthly reports on customer satisfaction.• Maintained a knowledge base of the evolving product offerings and improved customer retention by 9% by proactively recommending new products to existing customers.• Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 10%. Show less

  • ISSUE RESOLUTION ASSOCIATE

    Feb 2021 - Jun 2023

  • Customer service representative

    Oct 2018 - Feb 2021
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  JumiaPay

  Jun 2023 - Aug 2024

  Payment support

  •Providing support to customers regarding payment-related inquiries, helping resolveany issues or concerns they may have.•Resolving any payment-related disputes or discrepancies, working with customers andpayment processors to find appropriate resolutions.•Monitoring transactions for potential fraud or suspicious activities and implementingmeasures to mitigate risks.•Coordinating with payment gateway providers to ensure smooth payment processingand troubleshoot any technical issues that may arise.•Handling refund requests and processing chargebacks when necessary, followingproper procedures and guidelines.•Ensuring compliance with industry regulations and standards related to onlinepayment processing and financial transactions.•Identifying potential financial risks associated with online payments and working onstrategies to minimize these risks.•Continuously evaluating and improving payment processing workflows to enhanceefficiency and accuracy.•Collaborating with cross-functional teams, including IT, customer support, and sales,to ensure smooth payment processes and a positive customer experience Show less

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  Jumia Nigeria

  Jul 2024 - now

  Quality Assurance Analyst

  • Developing and implementing quality standards, procedures, and protocols.• Conducting audits, tests, and evaluations to identify defects, errors, or areas for improvement.• Collaborating with teams to resolve issues, implement corrective actions, and improve processes.• Monitoring and analyzing performance metrics, such as defect rates, customer satisfaction, and process efficiency.• Identifying opportunities for process improvements and implementing changes to enhance quality and efficiency.• Providing training and guidance to teams on quality standards, best practices, and new procedures.• Ensuring compliance with regulatory requirements, industry standards, and organizational policies.• Continuously reviewing and refining quality management systems to ensure effectiveness and relevance. Show less