Experience

• 

  MDS Logistics Ltd

  • Nigeria
  • Transportation, Logistics, Supply Chain and Storage
  • 300 - 400 Employee

  • Customer Service/Success Manager

    • May 2018 - Present

    • Managed CRM software to meet KPIs for Customer and Vehicle Turnaround Time, resulting in a 15% reduction in average turnaround time and a 10% increase in customer satisfaction.• Utilized data analysis for spot checks, reconciling with clients, and improving service delivery, leading to a 20% decrease in errors and a 12% increase in operational efficiency.• Steered client meetings, enhancing services and objectives alignment, yielding 25% client retention increase and 15% revenue growth.• Maintained quality standards, monitored temperatures, resolved issues, and communicated effectively.• Prepared and delivered weekly reports on stock, ageing analysis, pallet utilization, and deliveries.• Proactively responded to inquiries, solving problems, and enhancing customer satisfaction and retention.• Prioritized customer onboarding, product adoption, and user experience to ensure ongoing customer advocacy, aiming to reduce churn rate.• Managed key accounts and provided sales support, including up-selling and cross-selling opportunities, to expand business development efforts.

  • Customer Service/Success Officer

    • 2018 - 2020

    • Processed client orders and managed customer relationships, resulting in a smooth onboarding experience and a 20% increase in customer satisfaction.• Supported key account management through client meetings and high-quality customer support, leading to a 15% revenue growth from existing clients and a 10% increase in customer retention.• Implemented customer retention strategies using CRM software, resulting in a 25% improvement in efficiency for managing repeat orders and a cost savings of 10% in operational expenses.• Ensured customer satisfaction by preparing stock for regulatory disposition and maintaining clear communication with clients.• Confirmed and documented stock requisition notes, shipping documents, and other relevant paperwork.• Posted transactions using warehouse ERP systems (ELM and SAP) while maintaining customer lifecycle management.• Managed warehouse inventory using Excel templates and ELM module, promoting product adoption and cross-selling opportunities.• Issued stock during Last Mile deliveries of HIV commodities, monitored progress, and reported to reduce churn.

• 

  Daygem Business Resources ltd

  • Kwara, Nigeria

  • Hydrogeologist

    • Jun 2011 - Jun 2015
    • Kwara, Nigeria

    Carrying out geophysical survey on sites, as well as carrying out ground water or aquifer testing.Supervising- well depth, well logs, computing well logs data on site and taking soil samples for further analysis.