Candy Nkemka

Experience

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  Tropicana Entertainment

  Aug 2018 - Oct 2018

  Sales Promoter

  Demonstrate and provide information on promoted movies .Create a positive image and lead customers to watch the movie. Report on demonstration related information ( interest level, enquiries, number of samples/ flyers distributed etc.)

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  Ballak industries

  Sept 2018 - Nov 2019

  Customer Service Representative

  • Identified and assessed customers’ needs to achieve satisfaction.• Ensure timely delivery of goods and services rendered.• Build sustainable relationships and trust with customer accounts through open and interactive communication.• Inform customers of deals and promotions. • Pass on customer reviews to upper management. • Handle customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

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  IpNX Nigeria Limited

  Feb 2020 - Oct 2020

  Sales Associate

  • Managed international customer portfolios.• Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.• Managed records related to sales, returns, and inventory availability.• Worked with the sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.• Engaged with customers to effectively build rapport and lasting relationships.• Engaged in research for business development and sales increase. Show less

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  Konga Online Shopping Ltd

  Oct 2020 - Apr 2022

  Team Lead Contact Centre Operations

  • Demonstrated an advanced ability to solve problems, maintain professionalism, and call control with all customer concerns or issues.• Resolve escalated issues on order fulfillment, logistics, incomplete shipment, defective product, etc. as presented by the customer.• Coordinating the unit call center operations and activities while monitoring performance, providing feedback, and coaching Agents.• Ensuring that the team members obtain the appropriate training, ensure correct procedures are followed, and routinely give directions to agents on what to do and how to improve.• Submitted daily and weekly reports and created work schedules to ensure good workflow in the call center, tracking KPIs like AHT, FCR, and CSAT, NPS, DSAT. Show less

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  Loft Africa

  Apr 2022 - now

  Customer Experience & Support Manager

  • Managing the day-to-day operations of the Customer Support & Experience team to set and achieve concrete targets which include coaching, training, reviewing operations performance metrics, setting new performance goals, defining process improvement opportunities, monitoring partners, and mentoring operations team members in the execution of these activities.• Ensured that all client and partner concerns are investigated and reviewed fairly and impartially, using an evidence-based approach to improve customer satisfaction, experience, and retention.• Provide strategic insights and lead continuous improvement in customer service by collaborating with other departments to meet customer needs.• Supporting the end-to-end resolution of all complaints and liaising with all stakeholders to ensure adherence to targeted service level agreements (SLAs).• Submitting daily and weekly reports and creating work schedules to ensure good workflow in the team. (NPS, CSAT, DSAT, and Performance Review)• Identifying and addressing potential customer service issues before they become problems.• Conducting customer surveys and analyzing customer feedback to identify areas for improvement in services while creating CS & CXP improvement plans. Show less