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 Ltd, Ikeja, Lagos
Operations and Process Optimization Manager
2021.06 - Current (3 years & 3 months)
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 Ltd, Ikeja, Lagos
Operations Lead
2020.07 - 2021.06 (11 months)
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 Ltd, Ikeja, Lagos
B2B Operations and Support
2019.02 - 2020.07 (1 year & 5 months)
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 Ltd, Ikeja, Lagos
Corporate Sales operation support
2018.02 - 2019.02 (1 year)
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 Ltd, Lagos
Customer Support Specialist
2015.10 - 2018.02 (2 years & 4 months)
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 Ltd, Lagos
Customer Service Representative
2014.10 - 2015.10 (1 year)
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
2021.06 - Current (3 years & 3 months)
Operations Lead
Konga Online Shopping Ltd
2020.07 - 2021.06 (11 months)
B2B Operations and Support
Konga Online Shopping Ltd
2019.02 - 2020.07 (1 year & 5 months)
Corporate Sales operation support
Konga Online Shopping Ltd
2018.02 - 2019.02 (1 year)
Customer Support Specialist
Yudala Ltd
2015.10 - 2018.02 (2 years & 4 months)
Customer Service Representative
JUMIA, Ecart Internet Services Ltd
2014.10 - 2015.10 (1 year)
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
Stephanie AmaefuleStephanie Amaefule
Sales Executive - Key Accounts at Konga Online ShoppingSales Executive - Key Accounts at Konga Online Shopping
IROAKAZI MODESTAIROAKAZI MODESTA
INVENTORY INBOUND ANALYST, ONLINE ORDER PROCESSING (SUPERVISOR) at Konga Online Shopping LimitedINVENTORY INBOUND ANALYST, ONLINE ORDER PROCESSING (SUPERVISOR) at Konga Online Shopping Limited
Ayodeji OlunugaAyodeji Olunuga
Product Sales Manager at Konga Online Shopping LtdProduct Sales Manager at Konga Online Shopping Ltd