Saheed Shekoni Sanyaolu

Training, Development and Total Quality Manager

Jumia Nigeria

Sep 2024 - Current (1 year 8 months)

• Responsible for end-to-end management of a call center of about 100 customer service personnel. • Responsible for training and development of agents in the call cwenter. • Responsible to improving Kpi's such as CSAT, AHT, RR and others in the call center. • Responsible for promoting Employee Engagement.

(Team Lead) Training, Development and Total Quality Management Specialist

Jumia Nigeria

May 2024 - Sep 2024 (5 months)

• I am responsible for monitoring and evaluating customer support interactions, such as calls, emails, and chat conversations. This includes assessing the accuracy, professionalism, and adherence to company policies and procedures. • I provide feedback and coaching to customer support agents to help them improve their performance and maintain a high level of service quality. • I collaborate with customer support managers to identify performance gaps and develop action plans to address them. • I identify training needs, design and organize training programs for the agents. The training programs cover product knowledge, communication skills, problem-solving, conflict resolution, and customer service best practices. • I ensure that repres

Talent Acquisition Specialist

Jumia

Jan 2023 - Current (3 years 4 months)

• Managing end-to-end recruitment process: from job intake, sourcing, scheduling to interviewing, offer negotiation, hiring and onboarding. • Engaging in proactive recruitment strategies to generate pipelines of qualified candidates for current and future needs. • Working closely with hiring managers at all levels to identify current and upcoming staffing needs and build long-lasting working relationships. • Assisted in implementing various HR initiatives, including providing recommendations on process and program improvements • Support the execution of HR strategies, policies, procedures, and programs to sustain continued growth and retention

Project Manager

Jumia

Jan 2019 - Sep 2021 (2 years 9 months)

• Collaborate with executive management to develop and execute product roadmaps & strategies that are consistent with the company's overall vision. • Develop key project goals and worked collaboratively with cross-functional teams to achieve them in a timely and effective manner. • Prepare and review product-specific documents to ensure deliverability and robust implementation. • Apply rigorous time management and task tracking methods to successfully oversee and manage all project stages from conception to completion. • Ensure project strategies are consistent with the company's overall mission and seek to effectively convey and promote Jumia's brand

F

Customer Care Team LeadJumia

Food Nigeria

Jan 2018 - Sep 2022 (4 years 9 months)

• Increased CSAT (Customer Satisfaction) from 50% to 92% and also NPS from 20% to 70% through strategy implementation. • Created incentives to assist the team in meeting weekly goals and boost team morale. • Reduction of order cancellation by deep diving into root causes and ensuring lasting solutions • Increment of productivity by restructuring the team into order processing and issue resolution team. • Liaise with the Vendor and Dispatch team to ensure efficient processes. • Monitoring and evaluating inbound calls, outbound calls and live chat transcript of the customer service unit (with the use of Xcally and Salesforce) and using feedback from customers to support sales as a means of quality control. • Created new processes and sy

Sales Representative

Jumia

Oct 2017 - Feb 2025 (7 years 5 months)

• Acting as a liaison between the company and the customers, anticipating customer needs and providing knowledgeable answers to enquiries about products and services via telephone and emails. • Effectively managing and responding to large amounts of inbound and outbound calls and providing after sales support thus ensuring that customer's enquiries, complaints and requests are resolved at first point of contact except when escalations are necessary. • Up selling and cross selling of company products thus generating more sales. • Receiving customer feedback through satisfaction surveys and ratings thus building sustainable relationships by way of interactive communication.

Customer Service Manager

Jumia

Apr 2017 - Dec 2023 (6 years 9 months)

• Monitoring and supervising all correspondences at the centre to ensure quality service is rendered on all channels (Email, Phone call, Live Chat and Social media platform) . • Identifying training needs on product and services for the customer service agents and liaise with product managers to organize trainings. • I track the percentage of customer issues or queries that are resolved successfully by the team in order to provide effective solutions and deliver satisfactory outcomes to customers. • monitor the percentage of customer inquiries or problems resolved during the initial interaction without escalations or the need for subsequent contacts. • I collect and analyze contact data to monitor the service level (SLA) of all contact c

Customer Service Representative

Jumia

Apr 2017 - Aug 2018 (1 year 5 months)

• I maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • I used company troubleshooting resolution trees to evaluate technical problems and find appropriate solutions. • I follow through on all critical inter-departmental escalations to increase customer retention rates. • I ensure granular deep dives of detractor reasons to increase conversion rate. • Additionally, I leveraged strong communication skills, akin to those required in virtual assistance, to effectively address inquiries, handle complaints, and ensure smooth operations, thereby enhancing the overall customer experience.

Saheed Shekoni Sanyaolu

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