Nkechi Comfort CHUKWUMA
Business Development/Sales And Operations Manager
Nigeria
Summary
A result oriented, visionary-thinking operations management and business development professional with over 8 years of demonstrated success building and supervising talented profitable teams. Over 8 years of experience in operations, business development, sales, administration, logistics, customer relationship management. Proven history of achieving sales goals by monitoring employee performance and coaching staff on effective sales methods. Skilled in solving complicated issues and making proactive operational changes; cultivating and managing relationships with strong leadership skills. Passionate about quality impact and excellence, to deliver best practices, increase customer loyalty and drive continued growth.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Retail Manager, Business Dev/Sales and Operations
Mutual Benefit
Lagos
01.2016 - 09.2022
- Drove operational improvements which resulted in savings and improved profit margins of over 60% yearly in the past three years.
- Managed team of employees, overseeing hiring, training and professional growth of employees by organizing and facilitating trainings and building capacity seminars on a monthly basis.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor; with branch customer complaint resolution rating of 70%; and customer retention of 75% in 2021 and 76% complaint resolution; customer retention of 78% January-June 2022. Customer service delivery also increased from 65%-80%.
- Prepared variety of different written communications, reports and documents.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Detected and saved the company from a fraudulent claim worth 5.2M Naira in 2020 using artificial intelligence models like predictive models and implementing business rules.
- Coached, trained and mentored employees on lead generation, methods of handling objections and closing sales; closed tough business with increased monthly productivity.
Unit Branch Manager
Mutual Benefit
Lagos
01.2014 - 12.2015
- Identified and taught teams how to identify opportunities and cultivate new businesses through at least 60 new cold calls per week.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs to enhance profitability.
- Achieved an average of 70% sales goals and service targets by cultivating and securing new customer relationships and maintained top 3 unit manager ranking.
- Maintained up-to-date knowledge of competitor products, services and pricing; devised and coached employees sales strategies to surpass them and increase clientele base by 40% by building relationships with customers for long-term business growth.
- Resolved customers problems to maintain relationships and increase return customer base.
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
- Hired, trained, supervised and retained at least 15 employees on per-team basis.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Single-handedly and voluntarily birthed 2 new branches (Festac and Badagry) between 2014 and 2015 and managed the overall operations, sales and administration of both branches for two years with over 60% sales profitability.
Sales Executive/Risk Advisor
Mutual Benefit Life Assurance
, Lagos
05.2010 - 08.2013
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close and after sales services.
- Exceeded sales goals; met 95% of sales target in the first year and surpassed target in the second year with an increment of 6.8M Naira, by implementing aggressive sales strategies and creativity in selling.
- Presented products to clients using dynamic presentations and practical scenarios; closed businesses using need analysis approach and trial-close method.
- Remained current on industry trends to better understand customer needs, product effectiveness and sales tactics.
- Coached colleagues and sales associates in product specifications, creativity in selling, selling techniques and customer relationship management; significantly increasing customer satisfaction ratings.
Marketing Executive
Samsung Mobile
Lagos
05.2008 - 04.2010
- Built and developed new markets by creating awareness advertising new opportunities.
- Communicated with target audiences and built relationships with key stakeholders, both internal and external customers.
- Maintained and updated mailing database as well as fostering of new relationships Managed new and existing customers
- Managed effective distribution of marketing materials and literatures to customers
- Maintained reporting and developed actionable insights to continually improve branding efforts.
- Carried out market research and surveys to assess brand positioning and customers demands
- Supported the marketing manager in delivering agreed activities and profitability of at least 60-70%.
- Monitored and reported on competitor activities.
Education
Master of Science - International Operations And Supply Chain
Glasgow Caledonian University
Glasgow United Kingdom 09.2022 - Current
Masters - Environmental Management
University of Lagos
01.2010 - 01.2012
BSc - Biochemistry
Abia State University
01.2001 - 01.2005
Skills
Microsoft Office & Internet
AnalyticalDecisive and Initiative
Team work and team building
Creating and Innovating
Leadership
Presentation and Oratory
Planning and Organizing
Learning and Adaption
PersuasiveInfluencing
NegotiatingMarketing and Selling
Customer Service and Relationship Management
Effective Communication
Conflict Resolution
Critical Thinking
InterpersonalProject Management
Marketing strategy
Business Development
Coaching and mentoring
Client account management
Staff training/development
People Management
Problem solving
Additional Information
- AWARDS:
- First Female Graduating Science Student 2000 Adebola Baptist High School-Recognized for being the first female graduating science student in the pioneering set.
- Course Representative of the year 2002 Faculty of Science (Abia State University)-Recognized for being the Most effective and efficient Course Representative in the Faculty of Science.
- BUBA MARWA Scholarship Award 2002 BUBA MARWA Essay Competition-Recognized and given scholarship as one of the winners of the competition.
- NYSC Project Recognition Award 2007 NYSC Katsina State Nigeria-Recognized for carrying out outstanding projects for improvement in Katsina state.
- TREM YOUNG PEOPLE LONG SERVICE AWARD 2018 The Redeemed Evangelical Mission-Recognized for diligent service and impacting youths.
- Best Retail Manager 2018 Mutual Benefit Assurance-Recognized for Effectiveness and Efficiency.
Certification
Project Management PRINCE 2 [In view]]
Timeline
Master of Science - International Operations And Supply Chain
Glasgow Caledonian University
09.2022 - Current
Project Management PRINCE 2 [In view]]
09-2022
Retail Manager, Business Dev/Sales and Operations
Mutual Benefit
01.2016 - 09.2022
Unit Branch Manager
Mutual Benefit
01.2014 - 12.2015
Sales Executive/Risk Advisor
Mutual Benefit Life Assurance
05.2010 - 08.2013
Masters - Environmental Management
University of Lagos
01.2010 - 01.2012
Marketing Executive
Samsung Mobile
05.2008 - 04.2010
BSc - Biochemistry
Abia State University
01.2001 - 01.2005