Inekhomon Okojie

Inekhomon Ruth Okojie Gbagada Lagos |- |-| https://www.linkedin.com/in/inekhomon-okojie- Objective Dynamic and results-driven Customer Service Professional with over 4 years of experience in delivering exceptional service. I excel in understanding customer concerns and providing tailored solutions that enhance satisfaction. Passionate about driving business growth, I’ve successfully identified new revenue opportunities and implemented innovative strategies for continuous improvement. With a strong aptitude for change management, I effectively navigate transitions through new systems, facility expansions, and process upgrades. Committed to operational excellence, I strive to create best-in-class support experiences for every customer. SKILLS  Strategic planning  Efficient Communicator  Complaint Resolution  Cross-Selling / Up-Selling  Problem analysis and Problem solving  Performance Management  Proficiency in Google Workspace  Excellent Presentation skill  Administrative Expert  Customer Experience/Retention  Excellent organizational and decision making skill  Leadership and people management  Strong written and Verbal English Education BSC| SEPTEMBER 2015 | UNIVERSITY OF ABUJA Bsc Public Administration TRAININGS Udemy  Product Management October 2024 (in view)  Professional Diploma in Customer Service September 2024 Certification Edge  Professional Scrum Master August 2024 National Broadcast Academy  Basic Presentation January – march 2019  Basic Production October – December 2018 EXPERIENCE Simply Green Limited Operations Manager May 2024 – Present • • • • • • • • Oversee overall business operations and strategy Conduct monthly meetings to review staff progress and address challenges Monitor and record daily stock levels and production output Ensure inventory is adequately maintained to meet customer demands Handle customer orders and inquiries via email, WhatsApp, and phone Respond promptly to customer communications to enhance satisfaction Prepare staff shifts and work schedules to optimize workflow Conduct training sessions on customer service etiquette and professional behavior Cakes and Creams, Opebi, Lagos Branch Manager January 2021 – February 2024 • • • • • • • • • • Delivered comprehensive training sessions on products and services, enhancing customer satisfaction and engagement Conducted monthly performance reviews, appraisals, and feedback sessions for call center staff to drive continuous improvement Fostered a positive and collaborative workplace culture that improved morale, communication, and overall working conditions Prepared and analyzed daily and monthly reports, effectively communicating insights and necessary information to various management level Partnered with department heads to enhance productivity and streamline processes, ultimately increasing customer satisfaction Created efficient shift and break schedules based on analytics, ensuring compliance and optimal staffing Achieved a 10% reduction in ingredient and packaging costs through strategic supplier negotiations and bulk purchasing agreements Oversaw a team of over 90 staff members, consistently achieving targets through effective scheduling, training, and performance management Developed and implemented rigorous quality control procedures to meet food safety regulations, preventing operational shutdowns Developed and implemented strategies to eliminate stockouts and reduce waste, optimizing inventory levels Cakes and Creams, Opebi, Lagos Assistant Call Center Team Lead   July 2020 – Dec 2021 Managed customer complaints by providing timely and appropriate solutions, ensuring follow-up for complete resolution Ensured team members consistently met their daily target of ₦200,000 through effective coaching and performance tracking      Created innovative ideas and sales incentives to maximize sales opportunities and enhance overall revenue Addressed escalated customer issues by collaborating to find win-win solutions that benefit both the company and the customer Conducted training sessions on company policies and specific tasks, equipping staff with the knowledge to perform their roles effectively Fostered a win-win culture within and across teams by leveraging diverse perspectives to enhance results and improve the customer experience Assisted team members with various challenges and facilitated escalation to other departments as necessary for resolution Cakes and Creams, Opebi, Lagos Customer Service Officer          2 April. 2019 – July 2020 Maintained detailed records of all customer interactions, escalating issues to the appropriate units for timely resolution Regularly surpassed daily sales goals of ₦200,000 by employing a proactive and customer-focused sales approach. Proficient in executing telemarketing strategies to engage potential customers, generate leads, and enhance sales performance Researched and compiled accurate answers to customer inquiries, responding promptly to enhance customer satisfaction Managed customer queries, feedback, complaints, requests, data entry, and documentation with attention to detail and professionalism Cultivated and maintained strong relationships with internal and external customers, adhering to the highest standards of service excellence Effectively performed cold calling to identify new business opportunities, establish client relationships, and contribute to sales objectives. Responded effectively to emails, social media inquiries, chats, web reviews, and phone calls as assigned, ensuring timely and accurate communication Delivered exceptional and personalized service, elevating client satisfaction ratings from 88% to 99.9% in under six months