Uwem Usen Email & Phone Number

• Identify and manage partners across retail, travel, food, and other industries • Manage the end-to-end partnership process, including lead generation, contract negotiations, API integration, onboarding, and relationship management with key partner.• Collaborate with cross-functional teams to define and implement the partnership requirements (user experience, loyalty features, etc.) necessary to meet business and strategic goals.• Maintain an active partnership pipeline, tracking engagement metrics, negotiating terms, and managing the replenishment of partner-funded loyalty points to meet demand and ensure continuous service.• Work closely with marketing team, providing data-driven insights and supporting partner marketing efforts to create effective campaigns factoring cultural customs, local events, and consumer behavior• Troubleshoot and resolve any issues related to partner integrations, data feeds, and other technical aspect• Partner with the operations and technical teams to ensure all partner onboarding processes, product launches, and loyalty point allocations are accurately reflected and alings with strategies and goals.

• Conduct comprehensive market research to identify emerging trends, competitive landscapes, and opportunities for market penetration within the industry.• Perform website optimization using targeted keywords to drive traffic and enhance visibility.• Analyze client demographics, behaviors, and preferences to inform targeted marketing campaigns and client acquisition strategies.• Develop and implement business improvement strategies aimed at identifying inefficiencies and deploying solutions to streamline operations and boost productivity.• Cultivate and maintain strong relationship with key clients, partners and stakeholder to understand their needs and provide tailored solutions.• Create and manage research content that are engaging and relevant to the target audience.Leveraged analytical tools and techniques to analyze performance metrics to providing valuable insights for optimization

• Design and prepare reports for all ecommerce metrics using Business Intelligence (BI) & Google Analytics for various online platforms (desktop, mobile, App) in order to achieve all growth objectives and milestones.• Manage a team and responsible for all day-to-day operational aspects of the Ecommerce channel (desktop, mobile, App), including inventory management, merchandising, contents publishing, product information and user experience.• Deliver consistent brand and user experience for all on-line platforms (desktop, mobile, App)• Define the Ecommerce requirements (toolbox, site experience, services, etc) necessary to meet business and strategy goals.• Maintains Ecommerce planogram, monitoring replenishment and demand (out of stock notification) opportunities, adjusts stock levels and plans for incremental needs.• Partners with cross-functional team to ensure all images, product launches, product placements and copy are accurately represented and are in alignment with overall strategies• Work closely with Marketing team by supporting with data to create more effective marketing while also factoring cultural customs, seasonal issues, local events for best optimization to increase revenue• Troubleshoots and resolves issues with data feeds, integrations, site tags, and other aspects of the website environment.

Nigeria

• Handled requests across all channels i.e Inbound calls, Live Chat, Email & Social media with friendly, knowledgeable service and support, continually achieving positive customer feedback.• Offered detailed advice on product and service benefits.• Scheduled returns for products that do not meet up to customer expectation and processing refund. • Investigated customer queries and responded within defined SLAs.• Adhered strictly to policies and procedures for continued company compliance.• Processed customer correspondence, reducing communication delays for improved client satisfaction ratings.• Employed active listening and product expertise to successfully resolve inbound queries.• Managed high-volume customer queries simultaneously through effective multitasking.

Ibadan, Oyo State

• Maintained a positive, empathetic, and professional attitude toward customers at all times.• Responded promptly to customer inquiries.• Communicated with customers through various channels.• Acknowledged and resolved customer complaints.• Processed orders, forms, applications, and requests.• Kept records of customer interactions, transactions, comments, and complaints.• Communicated and coordinated with colleagues as necessary.• Provided feedback on the efficiency of the customer service process.• Managed a team of junior customer service representatives.• Ensured customer satisfaction and provided professional customer support.

Uyo, Akwa Ibom State

• Organized and facilitated internal legal meetings, conferences and events.• Provided administrative support for employee engagement activities.• Filed statutory forms and copies of resolution and agreements at the Corporate Affairs Commission.• Provided general office administration services, including stock replenishments.• Supervised travel and logistics services across the Group, in line with business needs.• Provided periodic activity reports (weekly, monthly, quarterly) on tasks and assignments.

Uyo, Akwa Ibom State

• Diagnose, troubleshoot, and identify solutions to resolve software and hardware issues.• Work closely with the Research & Development Technical support officer to optimize client satisfaction.• Account setup.• Communication of updates and training clients on the solution features.• Guide clients on the usage of platform feature with the use of written instructions and technical manuals.• Communicate with the client properly to quickly understand the source of the problem.• Resolve issues and provide accurate feedback to clients within agreed time limits• Guide clients in resolving technical issues through a series of actions either via phone, email or chat.• Properly escalate unresolved issues to appropriate internal teams (e.g. Research & development, implementation etc.)

Bachelor Of Science - Bs, Psychology, Second Class Upper

Master Of Business Administration - Mba, Human Resources Management/Personnel Administration, General