OMEIHE OLUOMACHUKWU
Customer Service Oriented
No 108, Samuel Ekunola Street Ago Place Way Okota.,Lagos
Summary
A level headed and goal oriented individual with good communication skills, recognized for contributions to achieving daily targets, great record of increasing customer’s loyalty and promoting brand awareness, territory expansion and new account development and management. Proven ability to lead customer retention team, Email and social media response team as well as customer/ merchant onboarding team.
Talented merchant onboarding Analyst with experience overseeing daily activities and monitoring employees. Excellent quality assurance, issue resolution and interpersonal communication skills. Highly effective at troubleshooting and supervising talented teams.
Inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership.
Overview
6
6
years of professional experience
11
11
years of post-secondary education
Work History
Team Lead, Merchant and Customer Onboarding
Konga Online Shopping Limited.
2020.01 - Current
- To sell over 2,000 offers available to individual merchants on daily basis who register to sell on Konga.
- To register and bring new merchants and customers on-board.
- Manage over 150 merchants related issues on daily.
- Manage over 300 merchants’ store weekly.
- To ensure merchants make sales and remain relevant in marketplace.
- To ensure merchants and customers are satisfied with online marketplace.
- To organize on weekly basis orientation for over 300 newly onboarded merchants to ensure they have a smooth journey selling on the online space.
- To ensure a good merchant to customer relationship.
- To track and ensure merchants’ stores meet the registration requirements.
Team Lead, Telesales Executive
Konga Online Shopping Limited
2018.09 - 2019.12
- Advertise the deals of the day/ Special offers to each customer via word of mouth.
- Create sales conversions.
- Keep track records of sales.
- Interact with merchants on special merchant deals available to them.
- Ensure there is a good merchant and customer relationship.
- Ensure that both merchant and customer relationship are kept mutual.
- Assist Customers and Merchants with complaints concerning their orders or stores.
- Assist customers escalate issues when necessary.
Email Anaylst : Customer Experience Team.
Konga Online Shopping Limited
2016.05 - 2018.08
- Responding approiately to customer’s questions, observations and suggestions.
- Picking call and handling all customers.
- Creating new accounts, maintaining customer’s accounts.
- Identifying gaps in customer’s orders, accounts and correcting them.
- Responding to customers, varies, inquiries and challenges via emails, WhatsApp and live chat sessions on the website.
- Prompt and immediate resolutions to dispute.
- Escalating to the appropriate team for further verification of claims.
Social Media Manager
Zinox Technologies Limited
2015.01 - 2016.05
- Creation of Corporate contents on Social media platforms across companies in the group.
- Monitoring radio and online news platforms for contents regarding news in the group.
- Conducting and coordinating the monthly Newsletter to be published across all the companies in the group.
- Writing 5 news stories regarding all the companies in the group to be published both internally and externally.
- Managing and coordinating Zinox Corporate social media platforms including Facebook, Twitter, Instagram and Linkedin.
- Monitoring Newspaper contents for bids and media mentions concerning any of the companies in the group.
- Coverage of Events across the group to be published both internally and externally.
Education
M. Sc - Mass Communication
University of Lagos
Akoka, Yaba 2017.01 - 2019.01
B. Sc - Mass Communication
Lagos State University
Ojo, Lagos 2010.01 - 2014.01
SENIOR SECONDARY COUNCIL EXAMINATIONS (SSCE) -
Queen’s College
Onike, Lagos 2004.01 - 2010.01
Skills
Performance improvement
undefinedTimeline
Team Lead, Merchant and Customer Onboarding
Konga Online Shopping Limited.
2020.01 - Current
Team Lead, Telesales Executive
Konga Online Shopping Limited
2018.09 - 2019.12
M. Sc - Mass Communication
University of Lagos
2017.01 - 2019.01
Email Anaylst : Customer Experience Team.
Konga Online Shopping Limited
2016.05 - 2018.08
Social Media Manager
Zinox Technologies Limited
2015.01 - 2016.05
B. Sc - Mass Communication
Lagos State University
2010.01 - 2014.01
SENIOR SECONDARY COUNCIL EXAMINATIONS (SSCE) -
Queen’s College
2004.01 - 2010.01
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