Joseph Gbakaan

Experience

• 

  Ison , Airtel Nigeria

  Jan 2014 - Dec 2014

  Senior Customer Care Representative

  + Managed a high-volume workload within a deadline-driven environment. + Resolved an average of 550 inquiries in a given week and consistently met performance benchmarks in all areas (speed, accuracy, sales volume and Average handling time). + Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.+ Acted on or facilitate problem resolution and set action plans with appraisers building and maintaining strong ongoing customer relationships by providing a high level of support, problem resolution, communication and assisting in studies to determine customer needs and customer leads.+ Recognized by company executives for providing extraordinary and notable customer service.+ Performed exceptional customer service with the capacity to take ownership in helping, investigating, and settling client issues. Show less

• 

  ESCMS (ETISALAT) NIGERIA

  Jan 2015 - May 2015

  Call Center Representative
• 

  DANGOTE GROUP

  May 2015 - now

  + Achieve an average of 85% Sales volume target every month with a significant 10% growth over the same month/place the previous year.+ Grow company Retail Universe by 10% per annum by Introducing SFA (Sales Force Automation) App for timely and accurate outlet visitation.+ Meet at least six (6) clients weekly, identifying and analysing their goals/targets and helping them meet them to boost DCP Sales.+ Coordinate the biggest Yearly DCP Retailer and Consumer Promotions, leading to increased sales through pull and push promotional strategy.+ Perform daily administrative duties by communicating with customers, raising daily payments orders and dispatch, preparing bank guarantee documents to facilitate their bank guarantee request from banks, scheduling and coordinating customer /company interactions and meetings, as well as performing budgeting and procurement activities. + Coach and train a team of 20 Pre-sellers to increase market share and distribution within Rivers State.+ Mentor junior Sales members of the DCP pre-seller team, ensuring they follow the Dangote Sales Pattern and their development plans.+ Prepare weekly sell-out reports, pricing and product distribution reports for management use.+ Prompt resolution of customer complaints and objections within SLA at all times.+ Develop quarterly marketing and Sales campaigns within company sales budget. Show less + Acted as a point of contact for all existing distributors of Dangote Cement Plc in Rivers State handling all customers accounts, generating sales and resolving all complaints in good time.+ Facilitated the formation of Dangote Cement Retailers club (Orange Flavor) in 2016 which got enlisted into Dangote Cement Top 10 Customers in Nigeria purchasing on average (950-1200) trucks Monthly which attracted the President of Dangote Group, ALH Aliko Dangote and earned Orange Flavor a Presidential Handshake and other Bonuses. + Identified local business opportunities and challenges through Corporate Espionage and Market Intelligence gathering which prompted the need for an action and boosted Sales in the entire South South region till date.+ Turned around Dangote Cement Plc's fortune from being the least preferred brand in Rivers State and South South due to Competitors dominance of territory through an aggressive Retailer engagement interaction WAR (Win at Retail) with potential customers across touch points and channels, both in-store & online reporting their weekly Sales results and activities and Dangote Cement Market Share grew from 30% to 75% within the period of this campaign and presently being the dominant brand in the whole of South South Nigeria till date. Show less

  • Senior Relationship Officer

    Apr 2018 - now

  • Sales Marketing Officer

    May 2015 - Apr 2018