Kate Udok
Customer Experience Ans Service Management Expert
Ikeja,Lagos
Summary
Experienced, visionary and result-focused Innovative lead with a consistently proven track record of delivering excellent service, influential leader in major FMCG and Logistics Companies in Nigeria. My experience delivering excellent customer service across board and bringing innovation to market, by introducing pick-up, drop off services for our clients has given me a skill set to deal with today’s challenging social commerce business environment for our growing SME’s. A result oriented innovative and energetic manager who thrives on delivering stretching targets. A particular advocate of utilizing customer complaints to drive sustainable, competitive advantage and provide specific solution.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Head of Customer Service
Chemical Allied Products LTD
06.2023
- Responsible for growing the business, developing the strategic blueprint for the customer service function - Sales and Customer service; and coach/drive the over 250-man front end executives to achieve set customer service objectives
- I sit within the supply chain and commercial directorates and I'm accountable for the Cash to Order process, Rebate Management, Sales Administration, On-Time Delivery, Relationship & Complaint Management and the overall Customer Experience across the CAP PLC Customer Journey.
- Within this role, I am responsible for leading a dynamic team across our 3 business units (Invoicing, Complaints resolution and Careline) to design & implement Customer Service Standards, Policies & Procedures to build a customer-centric culture for the Organisation
- I leverage on IT to develop innovative ways to measure and improve customer satisfaction and the customer service cycle while ensuring best safety standards.
- Key Highlights: 1
- Standardized customer service processes across the 3 BUs and delivered a robust complaint management process in July 2023 which led to 40% improvement in the service complaint reduction, 25% decrease in the Cash to Order Time, 5% improvement in Complaint Handling. 2
- Launched extra channels to ensure more customers could reach my team which improved the contact rates by 50% 3
- Launched ICE -Instant Customer Engagement, a feature which allowed customer give instant feedback per delivery via SMS in August 2017 and planned to launch digitally using our customer app 4
- Designed & implemented the OSO Intelligence Centre our control tower where all our deliveries are monitored real time and updates are shared with partners so they can make instant decisions. 5
- Redesigned and centralized the Cash to Order process across the business units which improved efficiency by 25% and reduced the C2O time to 15mins 6
- Improved the Complaint Resolution Rate from 42% to 73% with an average time of 3day for resolution of complaints.
- Achievements: - Led and coached the team to grow the business by 22% within 3 months of joining in 2023 coming from a historic 7-year CAGR of 5%.
Head of Department, Customer Experience
Oriflame Sweden/Nigeria
08.2019 - 05.2023
- Develops and implements policies to ensure customer satisfaction at all times
- Analyses customer complaints and developing NPS scores
- Works with all stakeholders on feedbacks and complaints raised by customer
- Keeps interactions low compared to the number of orders made by consultants to ensure excellent delivery of service
- Contributes sales growth initiatives like Step Zero, a program targeted at new joiners to ensure they enjoy top-class service and do not churn out in a short period of time
- Responsible for employees' training and development
- Also responsible for consultants training and development
- Partners with the management team to align customer service department policies and systems with the company's objectives
- Oversees customer issues and ensures effective and long-term problem resolution
- Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department at all touchpoints
- Monitors programs and procedures to ensure on-time delivery and customer satisfaction
- Maintains in-depth working knowledge of Company systems and processes
- Sets performance standards to meet service goals of the company
- Coaches Customer Service Team to achieve high performance
- Structures the training agenda for department members
- Measures Customer Service Representatives' performance and makes employment decisions
- Provides feedback to the company regarding service failures or customer concerns
- Provides feedback to the Operations team to ensure all customers have accurate and timely information on order status and/or changes
- Works continually towards self-development to stay current on customer service, sales, and supervisory procedures & practices
- Assists Customer Service Representatives, Reps/Sales in troubleshooting issues that require special handling
- Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling
- Performs other related duties as assigned by the Director.
Head of Department, Customer Experience
GIG Logistics
03.2016 - 08.2019
- Develops and implements policies
- Responsible for Location opening and liaises with companies and clients as business needs arise
- Works with the UT department to develop innovative ways to provide solutions to customers and enhance internal customer service delivery at the frontline offices
- Responsible for employees' training and development
- Partners with the management team to align customer service department policies and systems with the company's objectives
- Oversees customer issues and ensures effective and long-term problem resolution
- Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department at all touchpoints
- Monitors programs and procedures to ensure on-time delivery and customer satisfaction
- Maintains in-depth working knowledge of Company systems and processes
- Sets performance standards to meet service goals of the company
- Coaches Customer Service Team to achieve high performance
- Structures the training agenda for department members
- Measures Customer Service Representatives' performance and makes employment decisions
- Provides feedback to the company regarding service failures or customer concerns
- Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes
- Works continually towards self-development to stay current on customer service, sales, and supervisory procedures & practices
- Assists Customer Service Supervisors, on roles and leadership skill development
- Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling
- Performs other related duties as assigned by the Director.
Manager, Customer Experience and Quality (QA)
Dealdey.com
05.2015 - 05.2016
- Monitors and advises on how the system is performing, which may often include the publication of statistics regarding company performance against set measures
- Ensuring that customer requirements and expectations have been accurately identified and that the organization is meeting or exceeding customer expectations
- Responsible for supporting the development and maintenance of a customer-focused culture within the organization
- Promoting quality achievement and performance improvement across the board
- Ensuring compliance with national and international standards
- Defining processes and procedures in conjunction with the Head of Department
- Collating and analyzing performance data
- Supervising the program of internal auditing
- Supervising the program of continual improvement to product or services
- Pinpointing relevant quality-related training needs
- Customer satisfaction management
- Liaising with other managers and staff, particularly in areas such as merchant management, production, and marketing
- Persuading sometimes experienced and reluctant staff to change their way of working to incorporate quality methods
- Responsible for ensuring the execution of corrective actions and ongoing compliance with customers' specification mode.
Training Specialist (Call center)
Tech Mahindra Limited (Airtel Partners)
01.2012 - 05.2015
- Identified training needs in the call center
- Designed training and development programs based on identified training needs
- Developed and conducted effective induction programs for new call center associates
- Managed delivery of training programs
- Conducted trainings and assessments through the E-learning platform
- Designed training programs for call center supervisors and quality assessors
- Created training contents
- Attended business reviews with clients to discuss customer service performance
- Monitored and evaluated employees to ensure high quality of service is delivered
- Managed customers' complaints and resolved customer issues
- Measured training efficacy
- Engaged employees in fun activities to increase energy and morale at work
- Was involved in the recruitment of customer service representatives
- Analyzed and prepared training reports.
Training and Development Manager
MTN /JKK Sales Call Center
10.2014 - 02.2015
- Design contents for all training programs
- Plan and facilitate induction programs
- Create the training budget for the year
- Identify training needs through appraisals
- Facilitate training programs
- Measure training effectiveness
- Schedule staff to attend external trainings
- Ensure they share the knowledge from external trainings with teams
- Ensure that employees conduct knowledge sharing sessions in their teams
- Responsible for the training development of all employees, especially the Outbound team.
Customer Service Associate
Zain Nigeria
01.2010 - 01.2012
- Prompt response to customer queries
- Proper escalation of customer queries for timely resolution
- Educated customers on company's products and services
- Managed the relationship between the customer and the company
- Marketed company's products and services to customers
- Primary interface between the company and her subscribers
- Resolved all customer queries.
Laboratory Officer
General Hospital Bungudu (N.Y.S.C)
01.2009 - 01.2010
- Managed the relationship between the medical practitioners and patients
- Conducted test and training programs for women and underage girls.
Education
Certificate Course -
Lagos Business School
BSc. Human Physiology - undefined
University of Calabar
West African School Certificate - undefined
Federal Government Girls College, Bwari Abuja
Skills
BUSINESS STRATEGY: Strategic planning, business integration
DIGITALIZATION: IT first strategy to proactively keep FTE lean and grow a sustainable customer base
RETENTION: All initiatives and goals directly lead to customer retention and return strategies
INNOVATION: Product strategies, project portfolio management, launch delivery
PERSONAL: Relationship skills and Management, Team/Trust building, leadership, empowerment, collaboration
ADDITIONAL: Extensive cross functional project management skills, delivery guarantee management, timeline monitoring and system complaint development and management
Personal Information
- Place of Birth: Cross River
- Date of Birth: 08/16/1986
- Marital Status: Married
Awards
- Global Customer Champion 2019 – Nigeria was 1st Place out of 60 countries globally
- Global Customer Champion 2020 – Nigeria was 3rd Place out of 60 countries globally
- Outstanding Innovator 2019 Oriflame Nigeria
- Most supportive staff 2022 Oriflame Nigeria
- Award for Best Customer Service 2016 (GIG Logistics) NCSA
- Started out a 1 man Inbound Call center and now 30 season personnel’s in 2016
- Introduced the GIGL Pick Service
- Leading the GIGL IT team in Development of GIG Go App to launch 2019
- Continuously Training and developed 350 Service Centers Agents for GIGL
- Successfully trained and up skilled over 1500 customer service staff to start up Airtel Nigeria’s Abeokuta contact centre
- Award for Excellence: Training Star Performance 2012 and 2013
- Award of Excellence Rising start for 3 years consecutively
References
Available on request
Timeline
Head of Customer Service
Chemical Allied Products LTD
06.2023
Head of Department, Customer Experience
Oriflame Sweden/Nigeria
08.2019 - 05.2023
Head of Department, Customer Experience
GIG Logistics
03.2016 - 08.2019
Manager, Customer Experience and Quality (QA)
Dealdey.com
05.2015 - 05.2016
Training and Development Manager
MTN /JKK Sales Call Center
10.2014 - 02.2015
Training Specialist (Call center)
Tech Mahindra Limited (Airtel Partners)
01.2012 - 05.2015
Customer Service Associate
Zain Nigeria
01.2010 - 01.2012
Laboratory Officer
General Hospital Bungudu (N.Y.S.C)
01.2009 - 01.2010
Certificate Course -
Lagos Business School
BSc. Human Physiology - undefined
University of Calabar
West African School Certificate - undefined
Federal Government Girls College, Bwari Abuja
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