Mary Mojekwu

MARY O. MOJEKWU No, 1 United Street, Ikotun-Ijegun Lagos, Nigeria -- PROFESSIONAL SUMMARY Dedicated and results-driven Customer Support Specialist with experience in resolving customer inquiries and issues in a timely and efficient manner. Proven track record of delivering exceptional customer service while ensuring customer satisfaction and retention. Proficient in utilizing various support channels, including phone, email, and live chat, to address customer concerns and inquiries effectively. Possess excellent communication and problem-solving skills, with a strong ability to empathize with customers and tailor solutions to meet their needs. Demonstrated ability to work collaboratively in fast-paced environments and adapt quickly to changing priorities. Committed to maintaining a positive customer experience and fostering longterm customer relationships. EXPERIENCE Support Link Technologies – Ikeja, Lagos, Nigeria 11/23 – Present Account Manager Support Link Tecknologies is an IT Solutions Company which is committed to providing organisations and businesses with cyber security solutions. • • • • • • Prepared and delivered quotations to customers while providing technical expertise to convert prospects into sales. Spearheaded the sales efforts for cybersecurity solutions, consistently exceeding quarterly and annual revenue targets. Developed and maintained relationships with key clients, conducting regular check-ins to ensure customer satisfaction and identify upsell opportunities. Collaborated with the product development team to stay abreast of the latest features and updates, enabling effective communication of product benefits to clients. Conducted technical presentations and demonstrations to both technical and non-technical audiences, showcasing the value proposition of cybersecurity products. Played a crucial role in negotiating and closing complex sales deals, including contracts with major clients in the financial and healthcare sectors. • Monitored confidential company data and mitigated hacking through network systems updates through Our Beyound Trust Cyber Solution Recommend improvements in security systems and procedures as relating to sales. • Ojajamore – Osun, Nigeria 02/23 – 10/23 Branch Manager OjajaMore is a retail company that deals with the production, distribution and marketing of consumer packaged goods. It offers a diverse range of FMCG product. • • • • • • • • Lead a team of more than 40 employees, providing clear direction, coaching, and performance evaluations to ensure the achievement of sales targets and customer service excellence. Develop and execute branch-level strategies to increase revenue, enhance operational efficiency, and improve overall profitability. Implement visual merchandising standards to enhance store presentation, drive product visibility, and create an appealing shopping environment. Spearhead community engagement initiatives, such as local events and sponsorships, to build brand awareness and strengthen relationships within the community. Foster a customer-centric culture by conducting regular staff training on customer service best practices, resulting in increased customer satisfaction scores. Oversee inventory management, including stock replenishment, order placement, and monitoring stock levels to meet customer demand while minimizing excess inventory. Collaborate with the corporate office to communicate branch-level feedback, market trends, and customer insights, contributing to the development of regional and companywide strategies. Ensure compliance with company policies, procedures, and safety regulations, promoting a safe and secure work environment for both employees and customers. Ojajamore – Osun, Nigeria Quality Control and Assessment Manager • • • • • 11/22 – 02/23 Complete pre operational hygiene inspections and report findings Complete daily intake checks on incoming raw materials against defined specification Complete and record daily quality inspections including label verification, metal detection Complete and record daily quality inspections against product specifications Complete daily GMP compliance checks throughout the processing and production site • • • • • Ensure compliance to the GMP and Hygiene standards on site Assist in administration of Food Safety Management System Work as part of the site team liaising with operations, supply chain and planning. Assisting with some administration duties in the office. Created, reviewed, and managed supplier specifications to ensure alignment with quality standards and compliance. • Conducted thorough fresh produce quality checks • Provided comprehensive training to regional colleagues, empowering them to perform routine fresh produce checks independently. Ojajamore – Osun, Nigeria 09/22 - 11/22 Front End Supervisor • Oversee daily front-end operations, including cashier management, customer interactions, and inventory control. • Assisted customers with product inquiries, provided recommendations, and facilitated purchases, achieving consistently high sales figures. • Maintained a well-organized and visually appealing merchandise display, contributing to increased customer engagement and sales. • Processed customer payments, handled cash transactions, and maintained accurate cash registers. • Addressed customer concerns and resolved issues efficiently to ensure a positive shopping experience. • Collaborated with the management team to implement promotional strategies and achieve sales targets. Toz Foods and Confectionery – Akure, Nigeria Quality Assurance personnel 10/21 - 09/22 Toz Foods and Confectionery is a retail company that deals with the production, distribution and marketing of foods and confectioneries. • Coordinated and organized administrative tasks, showcasing exceptional attention to detail and organizational abilities. • Assisted in the development and implementation of quality control processes, standards, and procedures. • Conducted regular audits and inspections to verify compliance with regulatory requirements and internal quality standards. • Participated in process improvement initiatives by analyzing data, identifying trends, and suggesting corrective actions. • Worked closely with production teams to provide real-time guidance on quality-related matters and support continuous improvement efforts. • Conducted thorough inspections of incoming materials, components, and finished products to ensure adherence to quality standards. • Developed and executed comprehensive quality control plans, including inspection procedures, testing protocols, and documentation requirements. • Collaborated with cross-functional teams to identify root causes of quality issues and implemented corrective and preventive actions Xtrim TV - Lagos, Nigeria 10/21 - 08/23 Client Relationship Manager (Hybrid) Xtrim TV Nigeria is a company that specializes in sales and rentals of cutting-edge media equipment, coupled with expert live streaming services. • Develop and maintain strategic relationships with key clients, resulting in an increase in client retention. • Collaborate with cross-functional teams to ensure timely delivery of products and services, resulting in a reduction in project timelines. • Conduct regular client meetings to identify their needs and provide tailored solutions, leading to growth in upsell opportunities. • Lead contract negotiations and renewals, achieving an increase in contract values. • Monitor client satisfaction and address concerns promptly, resulting in an increase in positive feedback. • Regularly conduct strategic business reviews to identify opportunities for upselling and crossselling, contributing to the growth in revenue. • Analyze market trends and client feedback to provide insights that drive product enhancements and service improvements. • Conducted client satisfaction surveys and implemented improvements based on feedback. Xtrim TV - Nigeria 10/19 - 10/21 Customer Service Representative • Recognized by management for consistent delivery of outstanding service • Maintain a high customer satisfaction rate of 90% through attentive listening, empathy, and prompt problem resolution. • Proactively identify opportunities to improve customer service processes and contribute to team training initiatives. • Provide exceptional customer support via phone, email, and live chat, addressing inquiries, resolving issues, and ensuring positive customer interactions. • Handle customer interactions daily, consistently meeting or exceeding performance targets. • Utilize CRM software to accurately document customer interactions, track inquiries, and facilitate seamless follow-up. • Collaborate with cross-functional teams to escalate and resolve complex issues, ensuring timely resolution. • Maintain a thorough understanding of Product and Services offerings to provide accurate information and personalized solutions. SKILLS • Human resource management • Customer relationship management • Inventory management • Leadership • Sales • Teamwork Quality Control Cost control Presentation Multitasking Effective communication Data analysis EDUCATION University of Ilorin, Ilorin, Kwara, Nigeria BSc. Food Science 11/15 - 08/21 PROFESSIONAL CERTIFICATIONS Human Resource Management Institute of Project and Safety Management 12/21 – 06/22 International