Temitope Owolabi Email & Phone Number

Lagos, Nigeria

Lagos State, Nigeria

• Responsible for overseeing all operations, including process optimization, supply chain management, training and team leadership.• Develop and implement operational policies and procedures that ensure safety, quality, and efficiency in retail operations.• Manage store operations and coordinate with other departments to ensure the delivery of exceptional customer service.• Analyze data and metrics to identify areas for improvement and implement process improvements to increase sales and reduce costs.• Manage inventory levels and work with purchasing and logistics teams to ensure an adequate supply of products.• Hire and train new employees• Building strategies to improve the overall efficiency of the customer and product operation teams• Managing the vendors to ensure set KPIs for Vendors are achieved• Overseeing the quality assurance, data, social media, training, communications, tooling, and vendor management teams.

Lagos

Managing a team of customer service personnelResponds directly to customers who need assistanceManaging escalations made by team personnelConduct periodic reviews and evaluations of team membersimprove overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.Train new hires in the departmentsMaintain an orderly workflow according to prioritiesCreate effective customer service procedures, policies, and standards.Analyze statistics and compile accurate reportsAdhere to and manage the approved budgetGenerating sales leads, building sustainable relationships where necessaryKey achievements:• Suggesting a new procedure to persuade canceling customers to stay with the company, resulting in an 80% decrease in cancellations.• Collected customer feedback and made process changes to exceed customer satisfaction goals by 30% in 2020• Responsible for 40% of customers converted in 2020 and 38% conversion in sales from the customer happiness desk• Recorded a 95% satisfaction and happiness rate of completed orders in 2020.Associate Product Manager:Currently working with the product management team so as to provide seamless user experience and satisfaction for every customer• Suggesting product enhancements to improve user experience• Performing quality assurance control on products• Coordinating with the tech department to deliver functional solutions• Suggesting new software applications to improve employee’s experience.

Lagos, Nigeria

• Achieve Operational Objectives by contributing information and analysis to strategic plans and reviews; completing audits; determining system improvements.• Maintains and improves product quality by investigating customer complaints and surveillance audits.• Enhance department and organization reputation, by accomplishing new and different requests. Also, explore opportunities to add value to job accomplishments.• Manage the quality performance and KPI of the team.• Ensure the availability of support tools, systems, and equipment.- Acting as an intermediary between a customer and the Order management resolving all FTR and escalating NFTR queries.- Upselling of the company's products- Assisting with Sales, Telemarketing and Digital marketing of the company's products-Prominently handling the company's social media and online customer services which includes ( live chats, instant messages, direct messages, etc)- Assisting Customers with total information on products and processes via the phone alongside mails- Delivering professional Customer service via the front office desk - Monitored proficiently, initiation of constant outbound calls to customers on a daily basis which includes ( Outbound Sales, Outbound marketing, Closed looping, etc)

Abeokuta Ogun State

• Delivered excellent customer service experience over the phone• Intimated customers on new products and services as well as promo offers • Upsells of company products and services over the phone • Ensured customer retention via Customer Relationship Management techniques• Acted as an intermediary between customer and resolution department for escalated queries • Ensured proper follow- up with customers on queries.• Queried, verifying and resolving customers’ various issues with the use of essential applications like Minsat 6.0, SingleView 9.0, Avaya CTI, Blackberry Broker and Serve At-Once Device Manager (SADM) that are considered advanced technologies for an effective and reputable telecommunication company

Master'S Degree, Public Administration, Msc In View

Bachelor Of Arts - Ba, Business Administration