Experience

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  Cimpress

  May 2012 - Dec 2015

  Customer service agent

  -Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution-Recommend potential products or services to management by collecting customer information and analyzing customer needs-Manage large amounts of incoming calls-Identify and assess customers' needs to achieve satisfaction-Meet personal/team sales targets and call handling quotas-Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensureresolution-Go the extra mile to engage customers-Resolve customer complaints via phone, email, mail or social media-Assist with placement of orders, refunds, or exchanges-Inform customer of deals and promotions-Work with customer service manager to ensure proper customer service is being delivered-Compile reports on overall customer satisfaction Show less

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  Aura edify global school

  Jun 2015 - Sept 2015

  English language teacher
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  Jumia group

  Jun 2019 - Mar 2020

  -Developing and implementing the commercial strategy for the business.-Understanding the value drivers of the business and identifying profitable commercial opportunities togrow revenue and market share.-Developing and maintaining an excellent understanding of the key customers/target audience to ensurethat their needs are being met and that their business is retained.-Ensuring that regular reviews are carried out with customers, to ensure that their needs are being metand that excellent customer service is achieved and, developing future improvements/services for thecustomers.-Ensuring that all commercial activities meet or improve on budget, cost, volume and efficiency targets(Key Performance Indicators (KPIs)) in line with business objectives. Show less -Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures-Create a culture and processes which achieve the business goals and objectives with regards to their customer service;-Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.-Reduction of the cost to serve-Empower and Engage the Customer Service Team-Enhance the First Call Resolution-Act as the Voice of the Customer across the organisation.-Identifying and providing feedback through ,effective use of personal development plans and provision of coaching & development opportunities.-Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing Operations to negotiate and influence customer improvements-Continually develop improvements and embed successful change projects.-Drive quality and consistency-Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams. Show less

  • Head Of Commercial Development

    Nov 2019 - Mar 2020

  • Head Of Customer Service & content

    Feb 2016 - Mar 2020

  • Head of Operations ( Par Intérim )

    Jun 2019 - Sept 2019
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  Kivi technologies inc.

  Jun 2020 - Oct 2022

  Head of customer service and content

  🌟 Head of Customer Care and Content at Kivi Food 🌟Instrumental in shaping the success of the innovative food delivery startup, Kivi Food, as a core team member. Here's an extended view of my impactful journey:✅ Strategic Leadership:Spearheaded effective strategies for the customer care and commercial teams, contributing significantly to Kivi Food's overall success.✅ Customer Retention Expertise:Specialized in customer retention strategies, establishing and nurturing long-term relationships in the competitive food delivery industry.✅ Team Building and Training:Successfully recruited and trained dynamic teams for Customer Care and Operations, ensuring alignment with the company's vision.✅ Training Material Creation:Crafted comprehensive training materials to empower teams for exceptional service and operational excellence.✅ Leadership in Coaching and Training:Led impactful coaching and training sessions, fostering a culture of continuous improvement for goal achievement.✅ Content and App Development:Collaborated closely with the IT team on content development, including menu creation and vendor profile data for future app features.Worked diligently with the team to ensure customer-friendly visibility, providing essential data for a seamless user experience.✅ Innovative Customer Experience Enhancement:Instrumental in testing and refining customer experience features, contributing to operational and marketing innovation.Thrilled to lead at the intersection of customer care, content creation, and operational excellence at Kivi Food. Join us as we redefine the future of food delivery! 🌐🍲 #CustomerCare #ContentCreation #Innovation #KiviFood 🚀📱 Show less

• 

  National pen

  Nov 2022 - now

  Customer service supervisor

  🌟 Customer Care Supervisor at National Pen 🌟As a dedicated Customer Care Supervisor at National Pen, I excel in enhancing customer service operations through strategic planning and effective leadership. Here's a snapshot of my key responsibilities:✅ Knowledge-Based Document Preparation:Develop comprehensive knowledge-based documents to empower the team with up-to-date information, ensuring consistent service quality.✅ Continuous Improvement Initiatives:Proactively identify opportunities for enhancing customer service procedures.Make strategic recommendations to optimize workflows and elevate overall service efficiency.✅ Metrics Analysis and Performance Enhancement:Analyze metrics and performance indicators to drive continuous improvement.Implement data-driven strategies to enhance team productivity and achieve sustained growth.✅ Team Leadership and Support:Provide unwavering support, effective guidance, and specialized training to a well-established team.Foster a positive and collaborative work environment that encourages excellence.✅ Target and KPI Management:Lead a team of Team Leaders and Agents to consistently meet and exceed targets and Key Performance Indicators (KPIs).Implement result-oriented strategies to ensure team success and client satisfaction.✅ Coaching and Training:Deliver targeted coaching and training sessions to equip team members with the skills needed to achieve and surpass performance goals.✅ Workload Organization and Resource Management:Effectively organize team workloads, ensuring optimal resource allocation and timely completion of tasks.Streamline processes to guarantee that the team has the right resources for maximum efficiency.Join me in my journey at National Pen, where customer satisfaction is not just a goal; it's a commitment to excellence! 🚀 #CustomerCare #TeamLeadership #ContinuousImprovement #NationalPen 🖊️📞 Show less