JOY O. OMONJIATE
Lagos
Summary
Results-driven professional specializing in sales strategy and retail management. Expertise in sales forecasting and performance monitoring to drive growth and enhance customer satisfaction. Proven ability to manage client relationships and optimize service level agreements, delivering exceptional customer experiences. Strong technical skills in data analysis and market trend analysis, with proficiency in Microsoft Office Suite and CRM systems to improve operational efficiency.
Overview
10
10
years of professional experience
2015
2015
years of post-secondary education
1
1
Certification
Work history
Head, Retail Sales
Cyberspace Limited
Lagos
10.2018 - 01.2026
- Lead and manage retail sales operations, overseeing 6 direct-report account officers and 27 outlet account officers across multiple locations.
- Develop and execute retail sales strategies aligned with company objectives, driving market penetration and revenue growth.
- Collaborate with cross-functional teams (Billing, NOC, Customer Service, Digital Marketing) to align sales initiatives with service delivery.
- Present sales performance, revenue analysis, and forecasts to senior management to support informed decision-making.
- Drive digital marketing initiatives and social media promotions, contributing to a 40% increase in sales.
- Oversee procurement specifications for retail hardware (MiFi, indoor and outdoor devices), ensuring alignment with customer and market needs.
- Handle customer escalations and key account relationships, ensuring high levels of satisfaction and retention.
- Design and implement training programs covering sales processes, LTE infrastructure, and customer service excellence.
Channel Sales Lead
LTE Retail Business
03.2018 - 09.2018
- Managed daily operations of the channel retail business, ensuring efficient performance across all sales outlets.
- Executed and continuously refined sales plans for new and existing LTE products, contributing to increased market share.
- Supported channel partners with sales enablement, performance tracking, and strategic guidance.
- Identified market trends and managed customer expectations to support sustained business growth.
- Organized training sessions to ensure team alignment with product updates and industry developments.
- Acted as deputy lead when required, ensuring continuity of operations and leadership support.
Customer Service Officer
01.2016 - 02.2018
- Provided end-to-end support for 4G LTE retail, corporate internet, and enterprise clients, including key accounts such as Zenith Bank, FCMB, UBA, and WEMA Bank.
- Managed customer complaints and service requests using ManageEngine Help Desk and Microsoft Dynamics CRM.
- Conducted initial troubleshooting, provided timely client updates, and escalated issues to relevant technical teams as needed.
- Prepared SLA uptime and downtime reports using PRTG Network Monitor for quarterly client reviews.
- Coordinated monthly SLA reconciliations, supporting service quality assurance and long-term client relationships.
Education
B.Sc. (Hons) - Computer Science
University of Benin
Edo State, NigeriaSkills
Sales & Strategy
- Retail Sales Management
- Channel Sales Strategy
- Sales Forecasting & Performance Monitoring
- Strategic Planning
Customer Experience & Account Management
- Client Relationship Management
- Account Management
- SLA Management & Optimization
- Customer Satisfaction Improvement
Leadership & Collaboration
- Team Leadership & Mentorship
- Training & Development
- Cross-functional Collaboration
Technical & Analytical
- Data Analysis & Reporting
- Advanced Troubleshooting
- GIS Tools
- Market Trend Analysis
Tools
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- CRM & Helpdesk Systems
- Network Monitoring Tools
Certification
- ITIL v4 Foundation – IT Service Management (2022)
- Performance Frontiers – Mastering the Art of Selling & Effective Sales Professional (2019)
- Lakeshore Integrated Services – Essential MS Excel for Business & Office Professionals (2018)
- Phillips Consulting – Customer Experience Management (2017)
REFEREES
Available on request.
Timeline
Head, Retail Sales
Cyberspace Limited
10.2018 - 01.2026
Channel Sales Lead
LTE Retail Business
03.2018 - 09.2018
Customer Service Officer
01.2016 - 02.2018
B.Sc. (Hons) - Computer Science
University of Benin