Ruqayah Fakorede

Monitored daily Electric Vehicle (EV) operations using escalation trackers, portfolio reports, and email correspondence to ensure operational efficiency and timely issue resolution

Tracked and maintained records of deployed, returned, and active EV assets across Ibadan and Abeokuta operations, including MAX Promotion and Spiro vehicle fleets.

Collaborated cross-functionally with DXP, Recovery, Field Operations, and Fleet Operations teams to address operational challenges and improve service delivery.

Maintained accurate records of incidents, customer complaints, and operational updates, providing actionable insights for decision-making and continuous improvement.

• Developed and implemented action plans to improve customer experience, service response time, and resolution time.
• Reduced customer complaints by 50% by implementing and optimizing CRM usage and a more efficient issue resolution process.
• Develop, analyze, and present key service metrics (NPS, CSAT, CES, Service Level, First Response Time, and Resolution Time). Maintained a Net Promoter Score (NPS) ranging between 10 and 20 for 6 consecutive months, demonstrating high customer loyalty and satisfaction.
• Generated weekly, monthly, and quarterly reports to assess trends and improve service strategies. Reduced customer wait times from 30 minutes to 2 minutes by streamlining support channels.
• Implement learning development to upskill team members and enhance performance.
• Assist with interviewing candidates and making recommendations for hiring decisions. Orient new team members and assist ongoing team members with continually improving job performance.
• Full-time

• Led, mentored, and managed a team of customer support, sales, and retention staff to achieve performance targets.
• Presented weekly, monthly, and quarterly reports to senior management with actionable recommendations.
• Launched a loyalty program and feedback initiatives that boosted repeat customer engagement.
• Provided advice and support sales when preparing material to address potential clients' business needs and constraints.
• Identified new markets, Negotiated terms and conditions of sales and service agreements with new and existing clients.
• Full-time

• Maintained standards at all levels during troubleshooting while improving customer experience.
• Facilitate cross-functional cooperation with order fulfillment/logistics operations and other teams within the business.
• Leverage automation tools and CRM systems (Magento, Zendesk, Freshdesk, Salesforce, etc.) to optimize workflows.
• Work with the technology team to improve customer journey touchpoints through data insights.
• Detected counterfeit products, prevention, and investigation of fraud issues, and resolved infringement.
• Full-time

• Ensured customer's are satisfied with every product purchased from Konga.
• Provided aftercare service by reaching out to customer's who might have difficulties or complaints with the product purchased.
• Raised RMA (Return Merchandise Authorization) for every item returned by customer's.
• Compiled customer claims on defective items and proffered appropriate solutions.
• Full-time

• Resolved product services problems via phone, clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Proficient use of Magento, Zendesk, and Salesforce for recording and inputting customer information.
• Excellent communication, negotiation, and stakeholder management skills.
• Responsible for delivering exceptional customer experience, troubleshooting issues, and maintaining high satisfaction levels.
• Full-time