Chioma Osuji

• Led team meetings to align project goals and expectations.
• Managed daily operations to ensure workflow efficiency and productivity.
• Coordinated staff training programs for skill development and compliance.

Stand in gap of the CEO

Put together orders

• Facilitated communication between departments to enhance collaboration.
• Developed standard operating procedures for improved operational consistency.
• Oversaw inventory management to maintain optimal stock levels.
• Implemented performance reviews to support employee development initiatives.
• Resolved customer inquiries promptly to maintain high service standards.
• Monitored staff performance and addressed issues.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Coached, mentored and trained team members in order to improve their job performance.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Trained employees on additional job positions to maintain coverage of roles.
• Provided leadership during times of organizational change or crisis situations.
• Assigned tasks to associates to fit skill levels and maximize team performance.
• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Analyzed business performance data and forecasted business results for upper management.
• Produced thorough, accurate and timely reports of project activities.
• Proposed or approved modifications to project plans.
• Implemented quality control measures to uphold company standards.

• Consistently achieved and exceeded monthly sales targets, directly contributing to a 30% increase in overall store revenue within one fiscal year by applying effective upselling techniques and product bundling strategies.
• Managed Point-of-Sale (POS) transactions exceeding ₦5 million monthly, ensuring 100% transactional accuracy while adhering to all cash handling, card processing, and end-of-day reconciliation procedures.
• Facilitated over 1,200 scent-testing sessions and personalized fragrance consultations annually, significantly enhancing customer experience and driving higher conversion rates from window shoppers to paying clients.

• Supervised and coached a team of six customer service representatives, implementing tailored training sessions, performance monitoring tools, and real-time feedback mechanisms that resulted in a 50% increase in overall team efficiency and service responsiveness.
• Spearheaded targeted customer retention campaigns, utilizing personalized outreach and loyalty incentives to successfully recover 20% of previously dissatisfied clients, converting them into active, returning customers.
• Managed high-volume customer interactions, handling approximately 150+ inquiries daily, with 95% of cases resolved at first contact without escalation, significantly reducing the workload on senior management and improving customer trust.

• Coordinated over 50 successful events, increasing client satisfaction rate by 35% through timely logistics, marketing integration, and vendor management.
• Managed inventory levels with a 98% accuracy rate by implementing a digital tracking system, reducing stock-outs and overstock situations.
• Supervised marketing audits and reports across 10+ retail outlets, helping brand owners improve market share by up to 20%.
• Collaborated with logistics and marketing teams to ensure 100% invoice accuracy and timely delivery of over 1,500 orders.

• Managed an average of 60+ client interactions per day through multiple channels (phone, email, and in-person), consistently achieving a 95% issue resolution rate within 24 hours, contributing significantly to overall customer satisfaction and loyalty.
• Logged and analyzed customer feedback and complaint patterns, creating weekly reports that led to actionable service improvements; these efforts contributed to a 40% enhancement in issue response efficiency and service delivery turnaround time.
• Mentored and trained two new customer service staff members on CRM software usage, product knowledge, and conflict resolution techniques, which led to a 25% increase in team efficiency and faster handling of customer requests.

• Oversaw annual budget planning and implemented cost-control measures that resulted in ₦2 million in savings by renegotiating vendor contracts, eliminating redundancies, and optimizing operational expenditures.
• Recruited, trained, and led a high-performing team of four employees, establishing clear performance metrics and professional development plans that boosted team productivity and enhanced employee retention.
• Deployed CRM software solutions to digitize and streamline client relationship management, improving follow-up rates, tracking of sales pipelines, and enhancing customer engagement across all touchpoints.

• Reported on over 100 news stories spanning national headlines, political developments, and community events, ensuring timely and balanced coverage that informed public discourse and upheld journalistic standards.
• Conducted in-depth interviews with government officials, local citizens, and subject-matter experts, extracting critical insights and firsthand accounts that enriched the accuracy and depth of news reports.