Jude Ondoma

M

CUSTOMER SERVICE REPRESENTATIVE

MyDermaDream Miami,

Oct 2024 - Jan 2025 (4 months)

• Provide general customer experience support by assisting customers with their queries and concerns. • Respond to emails and other digital messages promptly and professionally to address customer issues. • Answer incoming phone calls from customers to provide assistance and resolve issues effectively. • Ensure high-quality service through active listening, problem-solving, and effective communication. • Effectively communicate product information, policies, and procedures to customers in a clear and concise manner. • Document customer interactions and feedback accurately in the customer relationship management system for future reference. • Collaborate with other departments to resolve complex customer issues and escalations promptl

TEAM LEAD (TELESALES)

Sellitfy

May 2024 - Jan 2025 (9 months)

• Revitalized a low-performing telesales team to surpass revenue targets and boost customer engagement within two months through strategic leadership and targeted coaching. • Achieved an 80% increase in team sales revenue by implementing effective training programs and streamlining sales processes. • Enhanced upselling and cross-selling strategies, leading to significant revenue growth and improved customer satisfaction. • Reduced average sales cycle time by 30% and increased sales productivity by 50%, fostering a high-performing team culture.

M

CUSTOMER SUCCESS OFFICER

Moniepoint Inc.

Dec 2021 - Current (4 years 5 months)

• Achieved and maintained a 95% customer retention rate by proactively engaging customers, conducting regular check-ins, and resolving issues swiftly to ensure satisfaction and loyalty. • Boosted Net Promoter Score (NPS) by 30% through strategic customer satisfaction initiatives, leveraging feedback loops to address customer needs effectively. • Contributed to a 200% revenue growth by implementing upselling and cross-selling strategies, while identifying and securing new business opportunities. • Consistently exceeded customer satisfaction benchmarks, achieving an average satisfaction rating of 90%+, reducing churn by 80%.

SALES CONSULTANT/SALES TEAM LEAD

Jumia

Apr 2015 - Dec 2021 (6 years 9 months)

• Consistently exceeded sales targets, achieving an average of 125% quarterly, while driving a 40% growth in the customer base within 12 months through proactive acquisition strategies. • Successfully managed existing accounts with a 95% customer retention rate, generating a 20% increase in upselling and cross-selling revenue. • Spearheaded sales process optimizations, reducing the average sales cycle by 25% and boosting team productivity by 20%, leading to a 15% increase in overall revenue. • Directed a high-performing sales team to achieve a 30% revenue increase in 7 months through strategic coaching, training, and process enhancements.

About

Detail

Timeline

Résumé