Funke OWOLABI
Dubai,United Arab Emirates
Summary
Highly dedicated and goal-oriented lady with over 8 years’ experience acquired in E-Commerce, Energy, Retail and Business Management Sectors.
Strategic and analytical expert in increasing productivity and customer satisfaction while driving revenue and sales and developing relationships and partnerships for overall business service delivery and revenue growth.
Excellent ability in driving sales team, sales training, prospecting, client acquisition, telesales & telemarketing, social media management.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Sales/Business Development Manager
Edward Ijeh Project Management Services
DUBAI, Dubai
05.2021 - Current
- Accountable for the overall performance and the increase of turnover of new clients, new projects and generating high quality sales lead for our product portfolio from Project Specifiers like Architects, Interior Designers, Real Estate, Civil Consultants, Contractors.
- Aligning specification and product portfolio with requirements from Private Sector (Property Projects, Offices Complexes, IT/ITES, E-Commerce.
- Prepare sales presentations for clients showing success and credibility of deliverables while identifying and pursuing opportunities to grow business operations and boost profits.
- Exceed sales quotas and increased profitability through effective sales strategy, process flow, customer management , operations support, business planning and expense control.
- Coordinate staff sales meetings to discuss strategies and best practices for process improvements and also overseeing the activities and performance of the sales team through KPIs, motivation, counseling and product knowledge education.
- Increased profits through effective sales strategy, excellent customer service and management, business planning and following established guidelines and auditing sales reports.
- Building deep relationships with suppliers, business owners and distribution partner sales teams by employing industry expertise and knowledge, retail strategies and sales tactics.
HR Coordinator
HGF GENERAL TRADING LLC
DUBAI
02.2019 - 02.2021
- Responsible for the efficient running of the company in line with corporate strategies and standards, whilst meeting employee, clients and owner expectations.
- Performed administrative and office support activities for employee services by fielding telephone calls, receiving and directing visitors, creating spreadsheets and presentations, and filing.
- Organized employee compensation, benefits, schedules, working conditions and promotion opportunities.
- Maintained human resources information system, record keeping, data entry and kept employee files up to date and accurate.
- Completed employee employment verifications and unemployment paperwork according to UAE immigration/ labor laws, prior to hire or termination.
Sales Associate
APPAREL GROUP LLC
DUBAI
04.2018 - 11.2019
- Leveraged customer engagement to improve daily sales and targets achievement by providing a good ambience and experience to walk-in customers
- Ensured accurate processing of cash collection, vouchers, POS card payments and refunds based on company’s policies
- Inventory management and regular product tracking to ensure stock transfer and receipt to prevent empty shelves due to products running out of stock
- Effective merchandising aimed at increasing the customer average basket size and overall revenue by leveraging direct customer feedback to upsell and cross- sell.
- Increased sales by offering advice on purchases and promoting additional products.
Customer Service Specialist
IKEJA ELECTRIC PLC
Lagos
01.2016 - 08.2017
- Leveraged customer touch points and channels including inbound/outbound, live chat, and face-to-face interaction to handle customer inquiries regarding bills, power consumption and technical issues
- Customer relationship management to ensure timely payment and revenue collection across the different payment channels including cash collection, POS terminal, online portals, and vouchers
- Improved overall user experience of walk-in customers by leveraging the customer relationship management (CRM) platform
- Efficient monitoring of customer feedback comments, requests, inquiries and complaints on social media and issue resolution.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Team Lead- Finance Refunds
JUMIA GROUP
Lagos
01.2014 - 01.2016
- Managed and trained a team of 11 agents on payments, returns, refunds processing using Zendesk and OMS software
- Improved customer satisfaction and retention through reconciliation and automation of daily cash collection, card payments, and customer refunds tracking and processing
- Customer feedback collation and analysis of the refund process to ensure all payment related issues have been properly resolved
- Weekly and monthly trend reporting on POS/cash collection, card payments, failed debit card transactions, refunds occurrence rates and evolution, to highlight issues with customer checkout funnel and logistics/product delivery.
Customer Representative/Telesales Agent
JUMIA GROUP
Lagos
02.2013 - 01.2014
- Increased overall revenue and target achievement by increasing the average spend per customer through cross-selling and up-selling via inbound, outbound and email channels, managed through customer relationship management platform and Zendesk
- Ensured customer satisfaction during inbound calls for product enquiries, order placement, confirmation and prompt personable delivery of service in an accurate manner
- Provided a good customer shopping experience through effective issue resolution and customer follow up
- Daily and weekly logging of calls and sales evolution monitoring and improving response turnaround times.
Education
Bachelor of Science - Sociology
University of Ibadan
Nigeria 10.2008 - 10.2012
Skills
Analytical Skills
undefinedCertification
Certified Customer Service Delivery/ Sales
Accomplishments
- Successfully recruited, trained and managed over 50 customer service and sales team for client acquisition, retention and revenue growth.
- Successfully recruited, trained and managed over 100 Customer Service and Sales agents over the years to drive sales growth , build an active customer relationship skill, revenue generation and grow customer base.
- Achieved 85% of company’s yearly budget within 10 months.
- Initiated and led implementation of customer retention and management strategies leading to a 27% increase in overall customer satisfaction.
- Refined and led improvements of customer refund processes leading to an 85% increase in efficiency and increased customer trust.
Timeline
Sales/Business Development Manager
Edward Ijeh Project Management Services
05.2021 - Current
HR Coordinator
HGF GENERAL TRADING LLC
02.2019 - 02.2021
Sales Associate
APPAREL GROUP LLC
04.2018 - 11.2019
Customer Service Specialist
IKEJA ELECTRIC PLC
01.2016 - 08.2017
Team Lead- Finance Refunds
JUMIA GROUP
01.2014 - 01.2016
Customer Representative/Telesales Agent
JUMIA GROUP
02.2013 - 01.2014
Bachelor of Science - Sociology
University of Ibadan
10.2008 - 10.2012
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