Jumiapay/Finance Associate

• Jun 2023 - Present

ISSUE RESOLUTION ASSOCIATE

• Feb 2021 - Jun 2023

Managing daily operations for call center with irate customers to answer their questions, provide information, and advise them on what to do especially with regards to refunds.• Working firsthand with the finance and the Jumia pay team for all sorts of refund and payment issues with a success rate of 70%.• Managing first contact resolution for special requests and resolving complaints of customers in a time-efficient way which led to 60% customer retention.• Troubleshooting common issues with a product or service.• Collecting and storing user data within our back-end system to ensure 100% data recoverability.• Ensuring follow-up through emails, phone, or any required means, boosting customer delight by 50% Show less

Customer service representative

• Oct 2018 - Feb 2021

• Initiated investigation of order errors, damaged products, and return discrepancies, collaborating closely with other departmental teams to ensure corrections were processed accurately and timely.• Implemented a competitive analysis process and applied data-driven decision-making which led to the company’s ups selling and cross-selling growth of 6%.• completed call center volume, sales, and customer satisfaction goals, achieving up to 80%, of targets which boosted new customer NPS score by 20%.• Maintained a customer account information database (incl. canceling and updating customer accounts.)• Prepared monthly reports on customer satisfaction.• Maintained a knowledge base of the evolving product offerings and improved customer retention by 9% by proactively recommending new products to existing customers.• Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 10%. Show less

ENGLISH & LITERATURE INSTRUCTOR

• Jun 2017 - Apr 2018

• Increased student writing averages by approximately 17%. • Created daily lessons to instruct English students in writing, research, and literary analysis. • Mentored and coached students to help boost their confidence and competencies, as evidenced by scores and completion of assigned work. • Successfully Improved Students' Listening and Speaking Skills through written and interactive activities. • Increased student writing averages by approximately 17%. • Created daily lessons to instruct English students in writing, research, and literary analysis. • Mentored and coached students to help boost their confidence and competencies, as evidenced by scores and completion of assigned work. • Successfully Improved Students' Listening and Speaking Skills through written and interactive activities.