Prudence Anumudu
Ejigbo
Summary
Experienced Customer Service Supervisor with over 5 years of excellence in managing customer service teams, ensuring high-quality interactions, and resolving complex complaints. Passionate about transitioning into the dynamic field of information technology. Proficient in mentoring team members to provide outstanding service and enhancing team morale through effective communication and constructive performance feedback.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor/Dynamics 365 Administr
FedEx Nigeria
Lagos, Nigeria
08.2019 - Current
- Successful Induction and Training of New Employees: Implemented comprehensive training programs for new customer service representatives, ensuring they had the necessary skills and knowledge to excel in their roles from day one.
- Effective Issue Resolution in Manager's Absence: Demonstrated strong leadership and problem-solving skills by efficiently handling customer inquiries, resolving issues, and managing escalated situations without the manager, ensuring continuity of service delivery and customer satisfaction.
- Solicited Increase in Overtime Pay: Advocated for increased overtime pay for customer service staff, presenting a compelling case highlighting the increased workload and the need for fair compensation. Successfully persuaded management to review and implement the new pay structure, improving morale and incentivizing staff to take on additional work when necessary.
- Enhanced Team Performance and Productivity: Implemented strategies to boost team morale, foster a positive work environment, and improve productivity. This may include introducing incentives, conducting regular performance evaluations, and providing ongoing support and feedback to team members.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Customer Service Supervisor
Jumia Nigeria
Lagos, Nigeria
10.2017 - 07.2019
- •Answered constant flow of customer calls promptly with minimal wait times
- Delivered excellent customer service resulting in a consistent 95% customer service satisfaction rating
- Received Recognition for Outstanding Performance: Received recognition or awards for exemplary performance in customer service management, demonstrating a commitment to excellence and achieving measurable results in enhancing customer satisfaction, employee engagement, and operational efficiency.
- Achieved High Customer Satisfaction Ratings: Implemented initiatives to enhance the overall customer experience, resulting in improved customer satisfaction ratings and increased loyalty. This may include implementing customer feedback mechanisms, training staff in effective communication and problem-solving techniques, and implementing customer-centric policies.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Education
Master of Science - Environmental Toxicology And Pollution Management
University of Lagos, Akoka
Lagos, Nigeria12-2015
Bachelor of Science - Biochemistry
University of Nigeria, Nsukka
Enugu, Nigeria07-2011
Skills
Soft Skills:
- Active Listening
- Complaint Handling
- Adaptability
- Attention to Detail
- Confidentiality
- Multitasking
- Organizational Skills
- Issue Resolution
- Special Assignments
- Training and mentoring
- Team Building and Leadership
- Time Management
- Verbal and Written Communication
Computer Skills:
- G-Suite
- Microsoft Office
- OMS
- Salesforce
- XCALLY
- Omnicall
- Microsoft Dynamics 365
Interests:
- Exercise
- Music
- Reading
- Travel
Languages
English
First Language
English
Advanced (C1)
C1
Accomplishments
Recognition for Participation in the 9th Annual Conference/Exhibition
Palynological Association of Nigeria (PAN) • 05/2017
Four-time CSAT Champion of the Week for the Inbound Team
Jumia Nigeria
Affiliations
VOLUNTEERING & LEADERSHIP
National Youth Service Corps (NYSC) Program at Igbedi Comprehensive High School,
Kolokuma/Okpokuma, Bayelsa • 03/2012 - 02/2013
Subject Teacher: Biology
Duties
- Prepared syllabi and delivered lessons to classes of varying ages and skill levels.
- Prepared pupils for qualifications and external examinations.
- Marked work and maintained up-to-date subject knowledge by researching new topic areas.
Certification
CERTIFICATIONS
DevOps Engineering (In view)
Learnwithpride
Introduction to Computers and Operating Systems
Microsoft
Introduction to Networking and Cloud Computing
Microsoft
Cybersecurity Identity and Access Solutions using Azure AD
Microsoft
Cybersecurity Threat Vectors and Mitigation
Microsoft
Timeline
Customer Service Supervisor/Dynamics 365 Administr
FedEx Nigeria
08.2019 - Current
Customer Service Supervisor
Jumia Nigeria
10.2017 - 07.2019
Master of Science - Environmental Toxicology And Pollution Management
University of Lagos, Akoka
Bachelor of Science - Biochemistry
University of Nigeria, Nsukka
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