Francesca Alabede

FRANCESCA O. ALABEDE 8 Estaport Avenue, Soluyi ~ Gbagada, Lagos ~ - ~- Objective ________________________________________________________________________ A VP, Business Operations or Customer Experience position, one which will further my development and allows for utilization of demonstrated operation and customer experience management, stakeholder management, product management, people development, project management, contract management, strategic planning, team development, innovative ingenuity and effective communication established by more than 10 years of successful work experience. Professional Profile ____________________________________________________________ Service-minded Operations and Customer Experience Manager with broad scope of experience cutting across Recruitment, Consulting, Retail, Logistics and EdTech environments. Keen ability to assess ineffective areas of service delivery and proposing effective solutions. Possess a considerable amount of knowledge regarding business operations, customer experience, key account management, business development and administrative and HR procedures. Excel in resolving user challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction and the business bottom line. Highly focused with a comprehensive knowledge of delivering excellent customer experience to both internal and external customers; how to maintain a professional, helpful, and courteous relationship with customers and colleagues. Possess and maintain an enthusiastic and positive attitude whilst working hard to ensure the highest level of competence in achieving the organization’s goals. A quick learner who can absorb new ideas and is experienced in coordinating, planning, and organizing a wide range of projects. Well organized and an excellent team player with a proven ability to work proactively in a complex and busy office environment. Skills Summary u u u u u u ________________________________________________________________________ Operations Management § Customer Experience § Business Analysis Stakeholder Management § Organizational skills § Data Analysis Reporting and Documentation § Customer Relationship § Strategic Thinking Product Management § Crisis Management § HR Administration Team building & supervision. § Complaints resolution § Presentations & Proposals Process Optimization § Solution-focused § Project Management Selected Accomplishments __________________________________________________________ TopSet Ø Created process flow and Standard Operating Procedures (SOP) for the Customer Experience team which improved efficiency by 30% Ø Led the overall operation and customer experience strategy, resulting in a 25% increase in customer satisfaction in 3 months. Ø Increased customer retention by 80% in 6 months Ø Implemented process improvements that streamlined operations, reducing costs by 30%. th th Ø Developed a payroll process that moved payday from 30 of the month to 25 of the month. KOBO360 Ø Created process flow for the organization which is now being used as a blueprint for existing process expansion. Ø I developed and implemented Customer Retention strategies that increased customer lifetime value and reduced customer churn by 50% in six months. Ø Lead the Safety Initiative committee constituted by the CEO, focused on internal process optimization that has reduced the number of incidents in the company by over 40% and has improved the recovery rate by 30% in six months. Ø Rated a five star in two consecutive appraisal cycles. FRANCESCA O. ALABEDE Ø Implemented on-site customer training initiative which has increased customer Tech adoption by 20% in 3 months. ROAM Ø First hired Head, Operations and Customer Experience in ROAM and the impact of my work has led to replication my role in 6 other brands within the group. Ø I was recognized for transforming an average team into a high-performance team within 3 months. Ø Deployed strategic customer experience initiatives that increased customer satisfaction and NPS by 60% in six months. Ø Successfully set up Customer Experience Centre of Excellence in ROAM Ø Won two awards in the same year (2019) for upholding the User-Frist Value in Ringier One Africa Media and my impact on the Group. Ø Optimized the flow of the Self-service operation which led to increase in revenue by over 200% Naspers: Ø Led the listing team to increase the number of job stock from 3000 to over 15,000 in 6 months. Ø Delivered great value and service to clients and gotten over 80% repeat businesses. Ø Executive recruiting of CFOs and COOs for mid-size and large companies Ø High-volume staffing cutting across mid and senior-level management positions in large companies across several industries like Technology, Telecommunications, FMCG, Retail, Banking, Oil& Gas, etc. Ø Sealed beneficial partnerships for the organization, which has increased businesses and general operation by 100%. Ø Achieved sales revenue which is 40% above given sales target within 6 months. Konga: Ø Championed top-level business services and marketing strategies for merchants which increased their sales and exposure by 25% in 3 months. Ø Was the first hire into the Konga Marketplace unit (the first marketplace in Nigeria). Planned and launched the Konga Marketplace with 500 merchants on board in 60days. Ø Managed and oversaw businesses/sales in top merchant stores on the platform like Slot, Daj Com, Daviva, Maxitech, Mr Price, Office Everything, Nobel Carpets, etc. Ø Led the site strategy and building product roadmap for Konga marketplace. Drove 25% revenue growth and 30% traffic growth through the Konga Marketplace. Ø Received score of 100% on a customer satisfaction survey/poll conducted by the company. Jobberman.com: Ø Expanded the client base of the organization by 200% in six months. Ø Successful recruitment of top employees for major companies in the different sectors in Nigeria Ø Trained 80% of the top performing staff in the organization. Professional Experience TopSet ______________________________________________________ June 2023 – Till Date TopSet mission is to ignite cultural pride among Africans in diaspora and economic empowerment through language. Operations & Customer Experience Manager Selected Duties: Strategy Ø Contribute to the development of long-term strategic plans and goals for the company. Ø Provide input on product development and service expansion based on market trends and data analysis. Ø Collaborate with senior management to develop strategies for sustainable growth and competitive advantage. Ø Develop and implement strategies to improve student experience and tutor performance. 8 Estaport Avenue, Soluyi ~ Gbagada, Lagos ~ - ~- FRANCESCA O. ALABEDE Ø Drive the operations of the student's experience, such as lesson scheduling, customer discussions and feedback management. Ø Continuously evaluate and improve processes to enhance the overall performance of the online tutoring platform. Ø Develop and maintain relationships with key stakeholders, including students, parents, tutors, and partners. Ø Support all functions of the business to work together cohesively and ensure staff are motivated and operating efficiently. Ø Utilize analytics tools and techniques to extract valuable insights from user interactions, lessons and feedback. Ø Analyze student performance metrics, including progress, retention rates, satisfaction levels, to identify areas for improvements. Ø Help the company to promote high morale and communicate the company's operating policies, customer issues and safety measures. HR & Admin Operations Ø Act as the primary point of contact for HR-related matters, including recruitment, onboarding, and employee relations. Ø Designed and implemented training programs that enhanced employee skills and contributed to a positive organizational culture. Ø Managed employee benefits programs, ensuring competitive offerings and high employee satisfaction. Ø Developed and enforced HR policies and procedures, ensuring compliance with relevant laws and regulations Ø Prepare and execute monthly payroll. Ø Conduct regular quarterly performance reviews. Ø Managed the project of setting up the company’s Zoho CRM to manage the business interaction with customers. Ø Managed the company’s Tax filing process. Kobo360 January 2022 – May 2023 Kobo360 is Africa’s leading E-logistics platform. A tech-enabled logistics platform that connects cargo owners with long haul freight needs to truck owners that service them. Leveraging on data and technology to drive efficiency and improvement in quality truck selections as well as guaranteed service delivery. Product Manager - Customer Relationship Management and Customer Experience, Selected Duties: Strategy Ø Actively engage and contribute to the development and review of the client relations strategy, policy, and approach within the organization. Ø Review organization-wide customer service standards, policies, procedures, and initiatives to understand, anticipate and the customers’ requirements. Ø Execute a sustainable, cost-effective, impactful approach to customer experience for the business. Ø Identify & communicate with the Product team website functionalities that will aid user experience for employers and job seekers. Customer Retention Ø Champion initiatives to drive customer retention and drive exceptional customer experience. Ø Develop customer satisfaction goals and coordinate with the different teams to meet them daily. Ø Analyze emerging trends in consumer management and develop relevant initiatives to guarantee top tier customer management. Relationship Management Ø Listen to, understand, and respond to customers to manage their expectations, build the brand, and create loyalty. Ø Maintain rapport with key customers by making periodic customer visits, exploring specific needs, and anticipating new opportunities. Ø Execute the business quarterly customer satisfaction survey for continuous service improvements. 8 Estaport Avenue, Soluyi ~ Gbagada, Lagos ~ - ~- FRANCESCA O. ALABEDE Ø Create and execute initiatives to address the root cause of customer dissatisfaction and take necessary steps to eliminate process, system and procedure failures that lead to customer dissatisfaction. Stakeholder Management Ø Collaborate with cross-functional teams to identify inefficiencies in the process and ensure a seamless customer experience. Ø Identify key trends and opportunities for the Sales and Operation teams to increase sales. People and Performance Management Ø Responsible for the day-to-day performance and coordination of customer service agents across the business geographies – Nigeria, Ghana, Kenya, Uganda, Burkina Faso, Benin, and Ivory Ø Ensure staff members are achieving desired service levels while providing regular performance feedback to ensure the productivity of the agents along their OKRs. Ø Ensure quality and consistency of customer relations by handling customer complaints and queries are addressed and resolved within stipulated SLAs. Create and execute initiatives to address customer complaints and take necessary steps to correct and address the complaints. Reporting Ø Provide weekly and monthly trip performance reports to key customers. Ø Report on the customer’s Campaigns, trends, and initiatives to evaluate their effectiveness. Analyze market, customer, and sales data to mine useful insights to drive customer acquisition and retention. Ø Report to the Growth Lead on team performance against KPIs. ROAM(Jobberman.com) – Lagos March 2019 – Dec 2021 ROAM Africa is a leading online marketplace company in sub-Saharan Africa. Creates thriving markets with transparency and choice, for users to take the right decisions in some of their life’s key decisions. Head of Operations and Customer Experience, Selected Duties: Operations Ø Take responsibility and initiative in the smooth running of the operations team by providing guidance and direction. Ø Create a team strategic plan which complies with and enhances the organization strategic and Business plan. Ø Regularly evaluate the efficiency of organic job listing content to attract applications. Ø Work with the BI team to identify low performing categories and jobs and implement effective solutions. Ø Identify & communicate with the Product team website functionalities that will aid user experience for employers and job seekers. Ø Proactively manage, monitor, and report on the performance of the team and ensure feedback results are used for continuous improvement plans. Ø Liaise with the marketing team on initiatives to boost the number of users on the platform, value, and experience of the brand. Customer Experience: Ø Owner and accountable for NPS survey: identify actionable solutions to improve customer satisfaction. Ø Create Customer Value Management framework to understand and improve customer experience through customer journey mapping, voice of the customer program and identify ways for improvement. Ø Identify customer pain areas, carry out root cause analysis and proffer simplified solutions to customer complaints and other queries. Ø Increase customer retention rate and company revenue by improving customer experience at various touch points. Ø User Research/test to gain actionable insights/feedback for improvement. Ø Escalate any likely area of pitfall in the overall company operations and suggest practical solutions. Ø Ensure all reported issues or queries from customers are dealt with to a high-quality standard. Account Management Ø Build solutions and product package to attract high value customers. Ø Generate leads of potential target segment/clients Ø Segment customer base and varying strategies and identify opportunities for continuous improvements. 8 Estaport Avenue, Soluyi ~ Gbagada, Lagos ~ - ~- FRANCESCA O. ALABEDE Ø Test new strategies for driving customer value. Ø Liaise and work closely with the Sales team to boost the number of organic jobs and with the Marketing team to improve the quality of application which drives customer satisfaction, sales & business goals. Ø Monitor customer behavioral pattern by carrying out data analysis, identify those with potential to churn, highlight meaningful insights and make recommendations for churn reduction to top management. NASPERS (Careers24.com) – Lagos September 2014 – February 2019 A global platform operator with principal operations in Internet services Head Client Relations & Business Services Part of a team responsible for both the strategic direction of the Nigerian operation and the operational execution required to develop a highly effective and market-leading jobs portal, and in less than a year, we succeeded in surpassing expectations in both marketing and business-related goals. Specifically, responsible for managing, coaching and driving the performance of the client service team to achieve recruitment KPIs. Selected Duties: Ø Built the business from scratch in Nigeria considering great understanding of the Job space, recruitment, and the technology industry in Nigeria. Ø Management of local team and other resources while engaging stakeholders. Thus, ensuring that KPI’s of the team are achieved. Ø Full execution of the recruitment process including job posting, screening and shortlisting candidates for both phone interview & job interviews. Ø Research and using data driven approach to improve recruitment processes. Ø Ensuring that Engagement on the platform experiences a month-by-month growth and analyzing competition effectively. Ø Maximize long-term revenue opportunities and strengthen clients’ loyalty. Ø Negotiated and managed Services agreements with premium clients. Ensured that the solution is in line with the company’s commercial framework. Ø Actively sourced and pipelined talents using LinkedIn, social media, networking, cold calls, referrals and on occasion forums. Ø Attended job fairs and career events. KONGA ONLINE SHOPPING LIMITED – Lagos May 2013 to August 2014 Nigeria’s Largest Online Mall Merchants Services/Account Manager Selected Duties: Focused on the strategic aspects of managing the relationships with merchants and the optimization of their engagement with Konga Marketplace Services. This is made successful through business intelligence, cross-selling efforts and integrated Account Management. Selected duties: • Planned product ranges and prepared sales and stock plans in conjunction with merchants. • Building a strong customer relationship with each merchant. • Provided crucial guidance to merchants in marketing and listing optimization, search engine optimization, inventory management, shipping and fulfillment strategy, risk management, and other strategic and operational needs to insure operational excellence. • Planning budgets and presenting sales forecasts and figures for new ranges • Partnered with Business Development team to explore gaps within Marketplace assortment and target new prospective merchants. • Work with merchant support, Operations, & IT to communicate any merchant’s technical issues and ensure resolution. JOBBERMAN.COM – Lagos April 2010 - April 2013 8 Estaport Avenue, Soluyi ~ Gbagada, Lagos ~ - ~- FRANCESCA O. ALABEDE The fastest growing online jobs portal in Nigeria and Nigeria’s most visited online job listing/application website and other career news Lead, Accounts Manager, Business Development Analyst/Account Manager (NYSC) September 2011 to April 2013 May 2010 to September 2011 Responsible for maximizing business opportunities in new and existing markets; was also in charge of establishing, maintaining and developing working relationships with both internal and external partners. Selected Duties: • Build, maintain and expand professional relationships with HR Managers. • Maintaining a list of key client accounts and working to cultivate these clients. • Analyzing and interpreting sales data to identify unexpected patterns and trends. • Built up a sales pipeline of business opportunities that ensured sales targets are met. • Proactively sought out commercial opportunities and partnerships. • Developed and maintained an account base and delivered budgeted revenues as well as exceeding set sales targets. • Identified key accounts by analyzing their current growth, strategic importance and future potential. • Launched pro-active sales campaigns and pursued new business leads. • Ensure that client needs are met; improving customer satisfaction and increase in profitability to the company. • Conduct orientation program to new employee. • Liaise with the marketing team of the company on campaigns to attract right applications for available clients’ vacancies. • Lead project management activity while being hands on. • Deliver sales presentations to high-level executives. Education _______________________________________________________________________ Obafemi Awolowo University – Ile-Ife, Osun State Bachelor of Science, Computer Engineering 2010 Chartered Institute of Personnel Management of Nigeria (CIPM) Associate (License Number - CIPM/HRPL/003297) Customer Experience Professional Association (CXPA) – Member - 8 Estaport Avenue, Soluyi ~ Gbagada, Lagos ~ - ~- FRANCESCA O. ALABEDE Of Note __________________________________________________________________________ Software:MS Project, MS Office (Word, Access, Excel, PowerPoint), Magento, Application Tracking System (ATS), Customer Relationship Management (CRM) software, Zendesk, Slack Trainings: Microsoft Powerup Program Google Data Analytics Udemy Customer Service Mastery: Delight Every Customer Coursera Account Management & Sales Force Design LinkedIn Design Thinking: Customer Experience Project Management Become a Product Manager Unicaf University Human Resource Management - September 2018 Harvard Business School Executive Education Strategic Thinking, Hiring and Marketing Essentials - January - March 2016 Profiliant Development Resources (The leading B2B Sales and Marketing Consultancy) Sales Performance Summit - September 2012 Amplio Academy (Public Speaking Coaching/Leadership & Management Training) Sales Mastering –February 2013 Certifications: Senior Professional in Human Resources - International™ (SPHRi™) Credential ID:-SPHRi Associate Chartered Institute of Personnel Management (ACIPM) Credential ID CIPM/HRPL/003297 Customer Experience Masterclass by Brandlove Customer Experience (Pty) Ltd Advanced professional certificate in Business Administration by Metropolitan School of Business and Management UK Personal Details Sex: Female Date of Birth: 09/March/1984 Marital Status: Married Hobbies: Travelling and Networking Reference: Available on Request 8 Estaport Avenue, Soluyi ~ Gbagada, Lagos ~ - ~-