Hi, I’m
Chinemerem Nwugo
Operations and Process Optimization Manager
SURULERE, LAGOS, NIGERIA,LAGOS
Summary
Highly motivated and experienced Operations Manager with over 5 years of expertise in overseeing
and improving company operations. Proven record of accomplishment in developing and
implementing strategies to enhance efficiency and productivity. Adept at managing budgets,
resources, and cross-departmental collaboration. Strong leadership skills with a passion for driving
business success through innovative solutions and team development.
Overview
10
years of professional experience
Work History
Konga Online Shopping LtdIkeja, Lagos
Operations and Process Optimization Manager
06.2021 - Current
Job overview
- Developed and implemented operational strategies that increased overall efficiency by 20%
- Monitored key performance indicators, identifying areas for improvement and initiating corrective actions
- Oversaw daily operations, including budgeting, resource allocation, and project management, ensuring alignment with company goals
- Collaborated with departments such as Sales, Marketing, and HR to streamline processes and improve communication
- Hired, trained, and managed a team of 65 employees, providing guidance and support to optimize performance
- Established and maintained relationships with vendors and suppliers, ensuring timely delivery of goods and services while reducing costs by 15%
- Identified and implemented new technologies and systems, resulting in a 25% improvement in operational processes
- Ensured compliance with all relevant laws, regulations, and company policies, minimizing risk and enhancing operational integrity
- Prepared and presented comprehensive reports to senior management on operational performance, highlighting potential issues and risks.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Konga Online Shopping LtdIkeja, Lagos
Operations Lead
07.2020 - 06.2021
Job overview
- Aligned with the Operations manager to redesign and research optimization goals, created, managed and executed order-processing strategy, which increased B2B productivity and sales by 60%
- Documented weekly reports on the operations for improvement analysis
- Managed database of warehouse and supply chain staff in an accurate and timely manner to ensure operations run effectively.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Konga Online Shopping LtdIkeja, Lagos
B2B Operations and Support
02.2019 - 07.2020
Job overview
- Provided approved documents that enable drivers to timely pick up accurate products from vendor and drop off to scheduled destinations
- Fulfilled 10+ client purchase orders on short deadlines by prioritizing the task
- Ensured warehousing of merchant items for specific B2B and corporate sales
- Prompt follow-up and provision of (POD) proof of delivery for closing out sales transactions
- Accurate documentation of activities on sales report drive
- Submitted sales invoice along with necessary documents to customer and receive acknowledged copy for finance documentation
- Monitored cross-dock and document regularization
- Bulk and Corporate Sales operation support
Konga Online Shopping LtdIkeja, Lagos
Corporate Sales operation support
02.2018 - 02.2019
Job overview
- Organized sales visits and negotiated contracts and packages
- Reviewed sales performance and ensured that monthly/annual targets are achieved
- Negotiated a deal that saved 20% by using my communication skills to persuade the client about the product’s benefits
- Represented the company at trade exhibitions, conferences and meetings
- Established new businesses and maintained accurate records.
- Reduced operational costs with effective resource management and budget optimization.
Yudala LtdLagos
Customer Support Specialist
10.2015 - 02.2018
Job overview
- Interacted with customers via Support Helpdesk, live chat, and phone to provide successful resolutions to their most important concerns
- Handled customer inquiries of varying types, leveraging probing question skills to understand customers' pain points and advocate their concerns internally
- Built up the reputation of the Konga brand with a friendly and warm personality
- Worked with web-based customer support tools like Zendesk to manage customer inquiries
- Maintained a positive attitude in all situations and excelled in a fast-paced, high demand service environment.
JUMIA, Ecart Internet Services LtdLagos
Customer Service Representative
10.2014 - 10.2015
Job overview
- Worked on a team with 10 other individuals to maintain an organized unit and gave customers shopper-friendly experience
- Achieved target by resolving 90% of customers’ complaints using my listening skills to make the customer feel valued and respond accordingly
- Increased personal sales goals from 10% to nearly 80% during 2020-2021 through consistent effort and regular meetings with the customer service manager
- Maintained coverage by helping the support team and users
- Monitored live chat and email for inbound messages from users
- Ensured SLAs/KPIs were met and strategized on how to exceed them
- Responded to customer inquiries via phone and email, providing timely and effective solutions to their concerns
- Handled a high volume of inquiries daily, working to resolve issues and provide a positive customer experience
- Developed strong problem-solving skills and the ability to think outside the box to resolve complex customer issues
- Consistently received positive feedback from customers for exceptional customer service
Education
Veritas University
Bachelor of Science from Applied Microbiology
2013
University Overview
GPA: 4.33
University of Lagos
Master of Business Administration (MBA) from Business Administration
2017
Cisco Networking Academy
August 2023
Accomplishments
- Analyzing Data in Spreadsheets
- DataCamp - Issued Jul 2023 Foundations: Data, Data, Everywhere
- Coursera - Issued Jul 2023 Understanding Data Science
- DataCamp - Issued Jun 2023 Introduction to Cybersecurity Project Management Professional (PMP) Certification in view
Additional Information
- ACHIEVEMENTS & AWARDS , Team of the Year 2022
Timeline
Operations and Process Optimization Manager
Konga Online Shopping Ltd
06.2021 - Current
Operations Lead
Konga Online Shopping Ltd
07.2020 - 06.2021
B2B Operations and Support
Konga Online Shopping Ltd
02.2019 - 07.2020
Corporate Sales operation support
Konga Online Shopping Ltd
02.2018 - 02.2019
Customer Support Specialist
Yudala Ltd
10.2015 - 02.2018
Customer Service Representative
JUMIA, Ecart Internet Services Ltd
10.2014 - 10.2015
Veritas University
Bachelor of Science from Applied Microbiology
University of Lagos
Master of Business Administration (MBA) from Business Administration
Cisco Networking Academy
Skills
- Health and Safety Regulations
- Train Employees
- Business Management Principles
- Corporate Social Responsibility
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsTeam Building / Company RetreatsFlexible work hoursWork from home optionPersonal development programsSimilar Profiles
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