Christopher Epum
Abuja
Summary
A highly energetic, outgoing and detail-oriented. Who has handled multiple responsibilities simultaneously while providing exceptional customer service. Manager equipped with extensive experience in retail management and sales. Employs excellent leadership skills and multi-tasking strengths. Reliable Manager with 12 years in retail sales. Coaches and encourages staff toward advancement using an enthusiastic and supportive attitude. Driven Manager skilled in providing creative solutions to customer complaints. Trains retail associates on sales techniques and crisis management. Results-driven manager with proven ability to establish rapport with clients. Exceptional Manager dedicated to employee development.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Manager
Promptexpress Logistics Nigeria Limited.
12.2022 - Current
- Investigated and resolved customer inquiries and complaints with empathy.
- Adhered to all confidentiality requirements at all times.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Trained staff on operating procedures and company services.
- Created the working environment which encouraged continual process improvements.
- Maintained up-to-date knowledge of product and service changes.
- Managed work flow to exceed quality service goals.
- Submitted strategic plans for program improvements.
- Sourced qualified vendors and negotiated contracts.
- Managed team of over 100 direct reports.
- Evaluated staff performance against expectations.
Senior Fleet Manager
African Delivery Technology
02.2021 - 11.2022
- Supervised maintenance team and effectively delegated assignments to optimize processes.
- Developed new branding initiatives and implemented uniform fleet design to increase brand exposure.
- Supervised yearly equipment overhauls to drive improved inventory and increase equipment longevity.
- Provided all drivers with pertinent safety materials regarding rules and regulations.
- Increased regulatory compliance by monitoring vehicles to verify adherence to operational, state and federal requirements.
- Executed design concept and build requirements for several vehicles to align with job requirements.
- Trained over 100 drivers to manage time effectively, improving overall mileage performance.
- Positively interacted with drivers, upper management and shop department, which helped improve overall communication.
Fleet Manager
Jumia Group
02.2017 - 09.2020
- · Developed productive relationships with key Third Party Logistics Companies to carry out On Time Delivery.
- · Maximized operational effectiveness for Jumia Food across the Federal Capital Territory.
- · Reviewed and (re)negotiated key SLA’s with Over 50 Third Part Logistics Providers.
- · Designed employee motivation strategies and contests to reward hard working and committed employees.
- · Developed operational budgets, approved expenses and reconciled monthly with the head office.
- Key Achievements:
- · Grew the Jumia Food Operational Fleet overall in Abuja, from 8 riders on my arrival to 100+ in Less than 3 years.
- · Signed country-wide Partnerships with food Vendors and Delivery Associates.
- · Kept vendor commissions for Jumia Food, very competitive Abuja at 25%.
Customer Service Representative (Contract)
Zain Telecommunications Nigeria
02.2015 - 09.2016
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Arts - Language Arts Education
Delta State University
Delta State Nigeria10.2012
Skills
- Exceptional interpersonal communication
- Customer Relationship Management Software (CRM)
- Skilled trainer
- Excellent time management skills
- Effective problem solver
- Process improvement specialist
- Effective workflow management
Timeline
Senior Customer Service Manager
Promptexpress Logistics Nigeria Limited.
12.2022 - Current
Senior Fleet Manager
African Delivery Technology
02.2021 - 11.2022
Fleet Manager
Jumia Group
02.2017 - 09.2020
Customer Service Representative (Contract)
Zain Telecommunications Nigeria
02.2015 - 09.2016
Bachelor of Arts - Language Arts Education
Delta State University
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