Nigeria

Branding and Identity Design

Customer Experience (CX)

Growth Product Management

Customer Success Management

Program Management

Project Management

Business Transformation

PG.d

Bachelor's degree

Obianuju Philip. O

Delivery Head ( Cards,Logistic ,Settlements & Payments)

Usability Testing

Product analytics

Product strategy

Problem-solving

Time management

Customer service

Project management

Brand strategy

Chatbot

Campaign execution & analysis

Data visualisation

Email marketing

Product roadmap

Trello

Airtable

Canva

ChatGPT

HubSpot

Jira

Confluence

PowerBI

Zendesk

Apache Spark

Asana

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Strategies for maximizing your design internship or co-op program.

Getting the most out of my internship

Tips for transitioning into a new role or company.

Changing roles

How to ask for a promotion and negotiate for salary raise?

Negotiating a job offer

How to think about design career paths and what progression looks like for designers?

Design career path

Learn the career path and progression for product managers.

Product management career path

How to set up the team for success by defining and measuring team's performance.

Choosing metrics and team goals

Best practices for running productive design critiques.

Running effective design critiques

How to define and execute a successful launch and managing stakeholders expectations. (eg. MVP)

Launching new products or features

Methods of prototyping and solution validation. When to use which kind of prototype (eg. Webflow, Notion, etc)

Prototyping methods and tips

Manage team expectations and get the most out of your meetings.

Running effective meetings

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

Qualitative research

Building up high-quality, long-lasting customer relationships to boost engagement, advocacy and expansion and responsible for uniting C-level executives and the rest of the company on customer-centric values.
www.dbd360.com.ng

Achievements & Projects
•Expansion of Drop-shipping centres from 8 to 23 in tier 1 Cities 
• Launch of Vendor self drop off program 
•Wharehouse management tools 
•Implemented Smart QC on bad SKU listed on the marketplace using Jira to manage this project.
•Launched Vendors and 3PL Partners C-Sat survey

Routine Job Functions:
•Succeeded in overseeing the entire operations of the business from Customer Experience, Promotions, Drop-shipping, Recruitment, Staff Management and Inventory operations.
•Lead role on the requirement definition and implementation of strategic initiatives aimed at improving customer experience across and growth across all e-commerce touchpoints including, warehouse & logistics and operations, Quality Control, Inventory Management and Stock Counting; 
•Manage a complex range of seller escalations if and when they arise, deep dive the root cause of the escalations and solve the underlying root cause through systematic changes, process improvements 
•Strategy formulation and implementation activities around setting up and expansion of the Jumia delivery network of Drop off hubs, Warehouses, Return Centers and Order fulfilment locations.
•Co-implemented a product quality regulation process that resulted in a 50% churn reduction and a 60% increase in Vendors Satisfaction. 
•Responsible for improving quality control of shipped packages and actively grow/manage a vibrant
and dynamic community of QC  comprising QC agents, Vendors and truck assistants from first to the last mile for owned and third party fleet.
•Accountability and responsibility for managing the logistics cost contribution for Seller Operations which includes driving continuous improvement efforts to ensure Jumia Services is supporting sellers in the most efficient and cost-effective manner while ensuring contractual commitments and SLAs are met. 
•Oversee operations of over 20 first Mile Hubs operational sites (>100,000 Packages Managed weekly)

Achievements & Projects
•Developed a customer Service Policy for 3 mediums of interactions (x-CALLY Call Center, Zendesk (Email Zoopim Chat)Salesforce.
•Drive continuous improvement of Customer Quality performance to match customers’ demands and time to market competitiveness.
•Designed and increased  capacity planning from 20 to over 100 customer service workforces( Nigeria/Ghana)
•I initiated the One-Call Resolution pattern that drove immediate problem resolution and reduced department expenditure on calls. 
• I led a process rebranding project amongst the sub-teams in the call centre that lead to a 20% increase in productivity and efficiency and a 15% reduction in overall attrition.
• Build and manage a team of customer experience agents. Develop skilled leaders and engaged employees to deliver a world-class customer experience. Lead, direct and motivate team to meet performance metrics. Coach and mentor leadership team for a successful customer and employee experience.  
Routine Job Functions:
•Create Customer Journey Maps that document current and future state, consumer sentiment, and prioritize opportunities for intervention based on value to the customer.
•Ownership responsibilities for reports and reporting activities, with focus on the metrics that define the core of the Customer Service & Experience topic -Net Promoter Score (NPS), Customer Satisfaction (CSAT), Queues Management, Ticket Escalation flows, Issue Resolution timelines.
•Lead team to achieve targets for contact center KPIs and benchmarks for success such as Handle Rate, Response Time, and Client Satisfaction
•Provide world-class service experience to customers and creating relationships among customers and CS team members to increase customer loyalty
•Manage FAQ and Canned Responses to ensure efficiency
•Use research insights (Usability Testing, Survey, Focus Groups, Voice of the Customer insights) to help influence future roadmaps across the division.

Joined in and pioneered in the startup of the major online marketplace in Africa – kaymu.com owned by Rocket Internet GmbH, and took lead CS and Order processing team for Anglophone and francophone Kaymu countries 
•Full involvement in all order processing and vendor account management, ensuring the maintenance of stipulated guidelines and fostering continued smoothness of the relationship.
•Engaged in order management activities involving the validating, processing and dispatching of Customer orders.
•Coordination of issue resolution activities involving all queries raised by customers about their end to end interaction with the platform.
•Support responsibilities for the quality control of all products listed on the website and compliance with standards.
Provide on-demand support to sales field representatives.
*Prepare weekly reports to the sales team for all customers in their territories.
* Pay attention to customer convenience and personalization throughout the customer experience.
*Supervise daily operations of the team and train new team members.
•Active involvement in the deployment and implementation of all new initiatives offered by the startup to customers, working with other departments in formulating the most effective ways to disseminate the initiatives and ensure clear understanding by the business’ retail client pool.
*Monitor and evaluate agent performance, daily/weekly/monthly including calls and after-call/work monitoring, utilizing call recording and quality assurance applications, review productivity and attendance reports and coach agents to improve performance.
•Meet monthly key call centre performance goals including, quality, productivity, aht, vph, scheduled rates, decline rates, contact rates, and other key performance indicators
•Creating a seamless process of payment for Jumia vendors via mobile money and Tigo Pesa in Ghana, Kenya, and Tanzania,
Updated CRM; uploaded new customer information and status reports on complaints.

Obianuju Philip. O🇳🇬