Customer Experience Manager

I am an MBA candidate in International Business Management & Innovation with proven experience in customer experience operations, sales performance management, and team leadership within a fast-paced e-commerce environment. Over the years, I have progressed from a Customer Service Agent to a Customer Experience Manager at Jumia Ghana, where I led high-performing sales teams and improved conversion performance through KPI monitoring, performance analysis, and data-driven decision-making.

I am skilled in client relationship management, revenue optimization, and operational efficiency. My passion lies in leveraging strategic thinking, innovation, and customer insights to drive sustainable business growth in international markets. I have a strong background in analyzing customer behavior trends and sales data to identify opportunities for revenue growth.

In my role as a Customer Experience Manager, I supervised a team of 18 sales customer service agents, implemented performance improvement strategies, and coordinated with cross-functional teams to resolve escalated customer issues. I also conducted coaching and training sessions to improve agent communication skills, sales techniques, and service quality.

Previously, as a Customer Service Representative, I delivered customer support for product inquiries, orders, delivery tracking, returns, and exchanges, while maintaining high customer satisfaction levels. I contributed to customer retention by providing proactive follow-ups and support.

My earlier experience includes working as an Advertising Assistant at Express Global Limited, where I managed customer databases, supported sales pipeline development, and conducted market research to identify potential business opportunities. I also worked as a Sales Assistant at Sales Hub Limited, assisting in achieving team sales targets and providing administrative support for sales activities.

Currently, I am pursuing an MBA at Barcelona Executive Business School, focusing on Global Strategy, Innovation Management, International Marketing, Operations Management, and Financial Decision-Making. I am continuously developing my skills to contribute effectively to business growth and customer satisfaction.