Joel Oku
Agege,Nigeria
Summary
A highly skilled professional with expertise in negotiation, strategic thinking, and customer relationship management. Demonstrates technological savvy, resourcefulness, and time-management skills to drive successful outcomes. Known for diplomatic communication, empathy towards clients, and ethical diligence in all interactions. Adept at cross-cultural communication and public diplomacy, fostering positive customer engagement and relationships. Committed to maintaining a positive attitude while delivering comprehensive sales reporting and achieving career goals in a dynamic environment.
Overview
13
13
years of professional experience
Work History
Country representative
Mpgxtreme Inc.
Lagos, Nigeria
09.2023 - 10.2024
- Applied exceptional customer service skills across all sales channels to engage prospects.
- Understood market conditions, responding to fluctuations impacting sales.
- Increased new business through strategic networking and cold calling.
- Established efficient communication channels with headquarters, enabling effective operation coordination.
- Managed conflict resolution processes between organisation and stakeholders for harmonious relations.
- Retained customers by building rapport and delivering tailored product recommendations.
- Built trust with local stakeholders, resulting in smoother operations.
- Kept product knowledge up-to-date by attending regular training to deliver reliable information with confidence.
- Built rapport with new and existing customers to boost client retention.
- Tracked customer satisfaction rates and resolved reported complaints.
- Delivered outstanding customer experiences through attentive care and faultless service.
- Processed orders and recorded transactions accurately.
- Proactively contacted prospective customers to increase sales.
- Liaised with government officials regarding compliance matters, ensuring legal adherence.
- Kept clear, detailed customer records to maximise future sales opportunities.
- Remained knowledgeable in current stock to provide helpful, informative customer advice.
- Developed strategic plans to boost brand visibility and reputation.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Completed customer orders with speed and accuracy.
- Handled high-volume telephone and email enquiries to minimise backlogs.
- Forecasted sales trends to plan team resourcing.
Country manager
APLGO NIG. LIMITED
Lagos, Nigeria
04.2020 - 01.2023
- Coordinated client entertainment and familiarisation trips to foster strong and favourable rapport.
- Identified revenue growth opportunities generated through retailers and distributors.
- Streamlined processes, improving efficiency across all departments.
- Enhanced sales performance, actively monitoring all leads and conversions.
- Collaborated with global counterparts for sharing best practices and knowledge transfer.
- Increased market share by devising and implementing strategic business plans.
- Improved competitive position through continuous market research and analysis.
- Analysed sales reports to identify trends and update strategies.
- Coordinated cross-functional teams to meet project deadlines.
- Established budgets for programme activities and controlled expenditure to meet targets.
- Coordinated with regional offices and subsidiaries to align strategies and objectives.
- Coordinated and managed paid marketing campaigns on different platforms, carefully overseeing results to deliver maximum ROI.
- Set up new offices nationwide to expand business reach.
- Managed overall operations, enhancing company's presence in the region.
- Kept appropriate stock levels to match expected demand.
- Completed customer orders with speed and accuracy.
- Completed duties to deliver on targets with accuracy and efficiency.
Country representative
Zija Africa Limited
Lagos, Nigeria
05.2014 - 10.2019
- Processed payments promptly and precisely using Point Of Sale (POS) systems, minimising customer waiting times.
- Collaborated effectively with diverse teams to achieve common goals.
- Identified potential partnerships through frequent networking within the community.
- Facilitated smooth deliveries in line with customer requests.
- Coordinated logistics for visiting personnel from head office, ensuring seamless visit experiences.
- Understood market conditions, responding to fluctuations impacting sales.
- Upheld brand values throughout sales process to differentiate company from competitors.
- Kept product knowledge up-to-date by attending regular training to deliver reliable information with confidence.
- Built trust with local stakeholders, resulting in smoother operations.
- Used active listening and relationship-building techniques to assess customer needs and deliver viable solutions.
- Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
Customer service officer
First city monument bank
Lagos, Nigeria
01.2012 - 03.2014
- Addressed customer queries, resulting in enhanced customer confidence.
- Applied conflict management to stressed and concerned customers.
- Liaised between customers and management for effective resolution of issues.
- Used [Type] customer relationship management software to record detailed notes.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Improved customer satisfaction by providing prompt and efficient service.
- Streamlined information flow through organised record keeping.
- Advised customers on availability, pricing and location of products.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Gathered customer feedback to identify successes and highlight improvement opportunities.
- Conducted regular follow-up calls for improved customer retention rates.
- Managed difficult customer situations for maintaining company reputation.
- Handled in-person, email and mailed correspondence.
- Followed company guidelines to ensure consistent quality of service.
- Updated account information after customer calls for well-maintained data accuracy.
- Assisted colleagues during peak hours, ensuring overall productivity of the team.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed banking and accounts with expert finance knowledge.
- Utilised strong communication skills for handling customer complaints effectively.
- Prepared necessary forms to complete transactions.
- Promoted a welcoming atmosphere, leading to increased return customers.
- Applied best practices to comply with customer service procedures.
- Responded to customer queries and provided excellent customer service.
- Resolved complaints with proactive problem-solving and analysis.
- Promptly responded to inquiries and requests from prospective customers.
- Increased customer satisfaction by resolving issues.
Education
Bachelor of Business Administration - Applied Business Management
Brigham Young University
United States Of America 09.2024 -
Bachelor of Science - Banking and Finance
University Of Benin
Nigeria 09.2007 - 04.2010
Certificate of Higher Education - Information Technology
NIIT
Lagos/ Nigeria 03.2004 - 11.2004
Skills
- Technological savvy
- Negotiation expertise
- Stress tolerance
- Empathy towards clients
- Strategic thinking
- Resourcefulness
- Time-management
- Diplomatic communication
- Ethical diligence
- Sales reporting
- Cross cultural communication
- Customer engagement
- Positive attitude
- Public diplomacy
- Customer relationship management
Affiliations
- Reading about cultures and races
- Watching football at my leisure.
- Listening to uplifting music
- Listening to inspirational podcast.
- Going to the movies.
- Visiting interesting places
- Spending quality time with family
Timeline
Bachelor of Business Administration - Applied Business Management
Brigham Young University
09.2024 -
Country representative
Mpgxtreme Inc.
09.2023 - 10.2024
Country manager
APLGO NIG. LIMITED
04.2020 - 01.2023
Country representative
Zija Africa Limited
05.2014 - 10.2019
Customer service officer
First city monument bank
01.2012 - 03.2014
Bachelor of Science - Banking and Finance
University Of Benin
09.2007 - 04.2010
Certificate of Higher Education - Information Technology
NIIT
03.2004 - 11.2004
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