Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
AssistantManager

Ibukun Eniola

Logistics Regional Manager, Lagos And Ogun Last Mile Operations
Ogudu Orioke, Lagos,Lagos

Summary

A Technology savvy business analyst offering over 7 years of multi-functional experience spanning across Data Analysis, Operations Support, Process Optimization, Logistics, People Management, Training, Product support, Issue resolution, Payment support and Customer Service.

Industrial experience ranges across the Fintech, Retail and E-Commerce Sphere with the ability to analyze the hindsight (Historic Data) and insight (Present Data) in other to advice Business Units on foresight (Future) aimed at helping the Organization make strategically sound business decisions.

Key Competencies includes Data Reporting, Data Analysis, Predictive Analysis, Data Presentation and Insight, Process Improvement and Reporting, Statistical Analysis, Dispute Resolution, Payment support, Backend product support. Inventory Management, Customer Profiling, Customer Engagement, Client Service, Service Management, People Management, Logistics and First Contact Resolution.

Focused on continuous Certifications and Education while keen on Service Enhancement through Continuous Process Improvement and Optimization geared towards Customer Satisfaction and Improved Business Profitably.

Overview

6
6
years of post-secondary education
8
8
years of professional experience

Work History

Manager, Lastmile Operations (Lagos & Ogun)

Konga Online Shopping LTD (Kxpress Logistics)
, Lagos
01.2021 - Current
  • Led last mile deliveries of all 21 locations within Lagos and Ogun state.
  • Set-up and managed 3PL fulfillment centres for the platform.
  • Reduced the company's cost by onboarding franchise partners to deliver take over operations in certain delivery clusters.
  • Managed relationships with 3rd party logistics partners and vendors.
  • Managed the operational and strategic requirements of the business with a strong focus on strategic and continuous improvement initiatives.

Lead, Process Optimization & Reporting Analyst

Konga Online Shopping LTD (Kxpress Logistics)
, Lagos
07.2018 - 12.2020
  • Introduced Quality Assurance processes that reduced theft also improved inventory control.
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
  • Created, explored and executed channels for capturing long-term value from the following value chains; customers, markets, and relationships through data mining and insight.
  • Reduced theft exposures from one of the major ingestion points also helped optimize the delivery process to reduce delivery timelines by 0.5 days.
  • Developed a daily exception excel report template to track package exceptions across internal and external delivery locations.
  • Developed a stock and inventory check Excel template to help reduce issues relating to missing packages.
  • Provided backend support for Kxpress' tracking and inventory management tool.
  • Analyzed data also create reports as well as recommendations for action to be taken to help improve business operations.
  • Constantly evaluate shipment flow and processes to ensure efficiency and relevance.
  • Train new staff on order ingestion, QA processes, tracking and inventory management tools for Kxpress.
  • Analyze customer issues as to develop tools and processes to increase customer satisfaction.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Coordinated the development of new features and fixing of issues as it relates to Konga's tracking and inventory management tool team in line with the business requirements.

Senior Analyst, Dispute and Payment Resolution

Konga Online Shopping LTD
, Lagos
01.2015 - 01.2018
  • Led the team that achieved customer satisfaction rating of 90% within 8 months of joining the unit, exceeding company's target of 70% CSAT.
  • Led the task of training new resolution agents due to exhibited exemplary customer service approach.
  • Consistently averaged 93% quality assurance call quality score, exceeding unit's target of 90.%.
  • Provided prompt resolution to escalations from direct purchases from Konga and 3rd Party Vendor products by achieving 98% resolution of cases are resolved within set SLA.
  • Negotiated and mediated solutions between buyers and vendors.
  • Ensured that vendors are kept informed of developments in the course of resolution.
  • Documented every communication that occurs in the course of the resolution of dispute and payment issues on Konga's CRM tool.
  • Followed-up with resolution in progress from the vendor/customers end by ensuring that they fulfill their part of the agreement.
  • Maintained high levels of confidentiality while investigating escalated payment and or dispute complaints/issues.
  • Investigated and resolved customer, internal and/or external bank queries relating to payments in a timely manner and in line with SLA's.

Customer Care Executive

OneCard Nigeria LTD
Anthony, Lagos
01.2013 - 01.2015
  • Attained reasonable height in customer service ratings (as determined by external auditors) in all categories including communication skills, listening skills, customer empathy, problem resolution and politeness.
  • Actively listened to over 40 customers issues daily also resolved same.
  • Resolved inquiries and consistently met performance benchmarks in all areas (speed, accuracy, volume).
  • Assisted in creating standardized response templates (Call Script/FAQ) and procedures to quicken customer service issue resolution and improved response time.
  • Kept records of all customer interactions also compiled reports on overall customer satisfaction.
  • Evaluated customers needs to improve service penetration by cross-selling and up-selling of other service.
  • Served as trainer for new contact center hires.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Education

Bachelor of Science - Mass Communication

Olabisi Onabanjo University
Ogun State
01.2006 - 12.2011

Certified Marketing Communications Institute -

Marketing Communications Institute of Nigeria
Lagos
02.2011 - 07.2011

Skills

    Data Analysis and Reporting

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Accomplishments

  • IBUKUN ENIOLA B.Sc.
  • Business and Data Analytics Operational Support Process Optimization & Reporting Customer Service Experience Adeniran Ajao Estate, Anthony Village.

Timeline

Manager, Lastmile Operations (Lagos & Ogun)

Konga Online Shopping LTD (Kxpress Logistics)
01.2021 - Current

Lead, Process Optimization & Reporting Analyst

Konga Online Shopping LTD (Kxpress Logistics)
07.2018 - 12.2020

Senior Analyst, Dispute and Payment Resolution

Konga Online Shopping LTD
01.2015 - 01.2018

Customer Care Executive

OneCard Nigeria LTD
01.2013 - 01.2015

Certified Marketing Communications Institute -

Marketing Communications Institute of Nigeria
02.2011 - 07.2011

Bachelor of Science - Mass Communication

Olabisi Onabanjo University
01.2006 - 12.2011

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Ibukun EniolaLogistics Regional Manager, Lagos And Ogun Last Mile Operations