Ethel Apollo
Egbeda,Nigeria
Summary
Operations and customer service professional with over a decade of experience across operations management, sales, and frontline support.
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
13
13
years of professional experience
Work history
Customer Associate Manager
WCL
Lagos, Nigeria
2023.11 - 2026.03
- Facilitated relationships with customers to promote high satisfaction levels.
- Assisted in resolving escalated customer complaints efficiently.
- Supported monitoring of customer interactions to meet service quality standards.
- Helped analyse customer feedback to identify trends and areas for enhancement.
- Collaborated with agents to enhance the customer experience.
- Aided in developing and implementing customer success strategies and retention plans.
- Tracked key performance indicators such as customer satisfaction, retention rates, and response time.
- Trained and monitored staff on customer service best practices.
- Adhered strictly to policies and procedures for continued company compliance.
Operations Manager
Cosmos Foods Limited
Lagos, Nigeria
2017.01 - 2023.10
- Oversee daily business operations to ensure efficiency, productivity, and quality service delivery.
- Develop and implement operational policies, procedures, and best practices to improve workflow and organizational performance.
- Manage budgets, control operational costs, and ensure optimal use of company resources.
- Coordinate with different departments to ensure seamless communication and alignment with company objectives.
- Identify operational challenges and implement effective solutions to improve productivity and service delivery.
- Ensure compliance with company policies, regulatory requirements, and industry standards.
- Lead process improvement initiatives to enhance operational efficiency and customer satisfaction.
- Track key performance indicators (KPIs) and implement strategies to meet operational targets.
- Support strategic planning and execution of business growth initiatives.
Senior sales representative
Sparkling Roses Nigeria Limited
Lagos, Nigeria
2015.08 - 2017.12
- Promoted and sold catering services to individuals, corporate clients, and event planners.
- Identified and pursued new business opportunities to increase catering bookings.
- Built and maintained strong relationships with new and existing clients to encourage repeat business.
- Followed up with prospective clients to convert inquiries into confirmed bookings.
- Monitored market trends and competitor activities to identify new opportunities for sales growth.
- Met or exceeded sales targets set by management.
- Assisted in promoting catering services through marketing activities, events, and social media platforms.
- Conducted thorough market research to identify potential leads.
Sales Representative
Sparkling Roses Nigeria Limited
Lagos, Nigeria
2013.09 - 2015.07
- Promote and sell the company's catering services to individuals, corporate clients, and event planners.
- Respond to customer inquiries and provide detailed information about menus, packages, pricing, and services.
- Prepare quotations, proposals, and invoices for clients based on their event requirements.
- Coordinate with the kitchen and operations team to ensure clients' orders and event requirements are properly communicated.
- Maintain accurate records of sales activities, customer interactions, and confirmed orders.
- Collect customer feedback after events to improve service quality and customer satisfaction.
Education
Bsc. - Microbiology
University of Lagos
Lagos, NigeriaSenior Secondary School Certificate Examination - WAEC
Elias International Secondary School
Lagos, Lagos State, NigeriaSkills
- Operations management
- Customer service
- Team leadership
- Budget oversight
- Cross-functional collaboration
- CRM systems expertise
- Vendor relations
- KPI-driven decision making
Languages
English
Personal Information
- Date of birth: 30/01
- Nationality: Nigerian
Timeline
Customer Associate Manager
WCL
2023.11 - 2026.03
Operations Manager
Cosmos Foods Limited
2017.01 - 2023.10
Senior sales representative
Sparkling Roses Nigeria Limited
2015.08 - 2017.12
Sales Representative
Sparkling Roses Nigeria Limited
2013.09 - 2015.07
Senior Secondary School Certificate Examination - WAEC
Elias International Secondary School
Bsc. - Microbiology
University of Lagos