Zainab Okunlola

Zainab Damilare Okunlola Customer Experience Skills Experience Zainab Damilare Okunlola Lagos, Nigeria-        Strategic Communication Digital Marketing Creative Storytelling Merchandising & Promotion Microsoft 365 Google Workspace Retail Operations Support Jumia Mall - Customer Experience (CX) September 2024 – Current Lagos, Nigeria    Seamless Customer Journey: Collaborated with product, operations, and logistics teams to optimize the end-to-end customer experience, from purchase to delivery. Complaint Resolution & Feedback Management: Handled escalations and feedback through various channels, implementing solutions to address customer concerns and reduce churn. Retention & Loyalty Programs: Developed and implemented initiatives such as exclusive offers, personalized recommendations, and loyalty rewards to foster customer retention and increase repeat purchases. Rite Foods (Sosa Fruit Drink) /Brand Promotion Specialist December 2023 – August 2023, Lagos, Nigeria   Implemented comprehensive consumer education strategies to enhance product awareness and understanding across various product varieties. Successfully met and exceeded sales targets through strategic promotional initiatives PZCussons - Merchandiser March 2021 – November 2023, – Lagos, Nigeria     Education Stock and arrange retail outlet shelves, optimizing product displays for customer appeal. Monitor inventory levels, promptly reporting shortages or issues to management. Maintain store decorum by removing unwanted items that violate the store's aesthetics. Provide comprehensive support for day-to-day operations. Yaba College of Technology– Lagos, Nigeria - Diploma in Mass Communication 2021 - 2023 The Crescent Secondary- Lagos, Nigeria - Senior Secondary School Leaving Certificate 2013 - 2018, Certification Terra Academy for the Arts (TAFTA)- Script Writing. Alx AI Career Essential Program (Aice) -2024 Alx Virtual Assistant Program - 2024