JOE NWAFOR- |-Nationality: Nigerian | Marital Status: Married | Place of Birth: Lagos State
PROFESSIONAL SUMMARY
Strategic and detail-oriented Administrative and Customer Service Professional with over 10 years of experience in operations management, customer engagement, office coordination, and service delivery across FMCG, retail, and service environments. Adept at improving administrative processes, optimizing workflows, and delivering superior customer experiences. Known for leadership, clear communication, and implementing solutions that increase efficiency and client satisfaction. Demonstrated success in handling high-volume tasks with precision and meeting performance targets in fast-paced settings.
KEY SKILLS
Administrative Management | Customer Service Excellence | Operations Coordination
CRM Systems | Staff Supervision | Inventory Control | Complaint Resolution
Microsoft Office Suite | KPI Monitoring | Process Optimization
EDUCATION
Lagos State University, Ojo
M.Sc. in Human Resource Management – 2016
Madonna University, Okija, Anambra State
B.Sc. in Political Science – 2009
Adebayo Mokolu College, Ogba, Lagos
West African Senior School Certificate – 2005
CERTIFICATIONS
Project Management Professional (PMP) – Feb 2012
Graduate Member, Nigerian Institute of Management (NIM) – Apr 2013
Proficiency Certificate in Management – Feb 2013
HSE Level 2 – Oct 2012
QHSE & EIA Supervision Level 3 – Feb 2013
PROFESSIONAL EXPERIENCE
Customer Service & Support Officer
Treasure Actives Store, Lagos
Jan 2024 – Present
Handled 50+ customer inquiries weekly via phone, email, and in-person interactions.
Resolved complaints with a 95% satisfaction rate and ensured timely issue resolution.
Maintained service records and improved follow-up tracking efficiency by 30%.
Sales Manager (Customer Experience Focus)
Norma Restaurant, Magodo, Lagos
Apr 2022 – Dec 2023
Led a team of 8+ staff to improve service speed and client satisfaction.
Increased customer satisfaction scores by 20% through training and feedback loops.
Reduced service complaints by 15% through improved SOPs.
Store Manager
New York Stores, Ikotun, Lagos
Sep 2017 – Feb 2022
Supervised day-to-day operations including sales, customer service, and staff oversight.
Reduced stock discrepancies by 22% through improved inventory processes.
Launched training that improved team efficiency and service quality by 25%.
Administrative Officer
Ciitmaur Nigeria Ltd, Yaba, Lagos
Feb 2013 – 2014
Managed office logistics, internal scheduling, and vendor communications.
Coordinated over 30+ meetings and maintained accurate records for compliance.
Improved document flow and internal communication between departments.
Classroom Teacher (NYSC)
Refine City School, Ogijo, Ogun State
Mar 2012 – Mar 2013
Maintained academic records and supported 100+ students’ academic performance.
Created lesson plans and conducted assessments to improve learning outcomes.
TECHNICAL & INTERPERSONAL SKILLS
Proficient in Microsoft Word, Excel, and PowerPoint
Excellent organizational and planning ability
Effective verbal and written communication
Leadership and delegation skills
Attention to detail and deadline management
