Folashade Akinwunmi
Calgary,AB
Summary
Results-driven Business Operations Manager with extensive experience at Overtcare Ltd, dedicated to optimizing operational efficiency and enhancing customer satisfaction. Expertise includes business development and operations management, complemented by strong analytical skills and exceptional communication. Achievements include significant improvements in profitability and elevated customer service standards, demonstrating effective leadership and relationship-building capabilities. Seeking to leverage these strengths to foster growth in a progressive organization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Business Operations Manager
Overtcare Ltd
Lagos, Nigeria
01.2021 - 12.2025
- Ensured compliance with all relevant policies, regulations, and procedures.
- Oversaw company operations, customer service, resource management and profitability.
- Identify, select, and purchase merchandise for resale from approved suppliers.
- Develop and implement marketing strategies.
- Monitor and maintain specified inventory levels across the retail and wholesale units, and ensure product availability in stores.
- Ensure the visual standards and image of the retail store are maintained, such as store displays, signage, and cleanliness.
- Provided leadership, direction and strategic planning for business unit operations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Supervisor
Salud Total Pharmacy
Abuja, FCT
12.2020 - 12.2021
- Drove positive customer satisfaction levels by providing successful training to associates.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Assisted in developing training materials for new hires as well as existing employees.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
Customer Care Executive
Overtcare Ltd
Lagos, Nigeria
02.2013 - 11.2020
- Supervise and coordinate the activities of sales personnel, sales cashiers, and merchandising officers.
- Respond to inquiries and provide customer service to walk-in customers, and resolve issues that may arise from customers.
- Recommend, select, and advise on merchandise based on customer needs and desires
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Tracked customer order statuses using various systems including CRM software.
- Managed inbound and outbound customer service calls, ensuring high-quality support.
Customer Care Executive
WINOC Ltd
Lagos, Nigeria
02.2012 - 01.2013
- Described and explained the use, operation, and care of products and merchandise to customers.
- Recommended, selected, and obtained merchandise based on customer needs and desires.
- Place special orders or call other stores to find the desired items that are needed by the customer.
- Operated computerized inventory record-keeping and reordering systems.
- Compute sales prices, total purchases, and receive and process cash payments.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
Education
Bachelor of Pharmacy -
Ahmadu Bello University
01.2006
Skills
- Staff management
- Operations management
- Client service
- Strong interpersonal communication
- Excellent oral and written communication
- Relationship building and management
- Effective communication
- Business planning
- Business development
- Strong analytical thinking
References
Available Upon Request
Volunteer Experience
Beyond The Classroom Foundation, Program Manager, Malarial project targeted to mothers and young children, Menstrual hygiene Project for Adolescent girls in Marginalized, Conflict affected and Underserved communities, 2021-22
Languages
English
Native/ Bilingual
French
Professional
Affiliations
BEYOND THE CLASSROOM FOUNDATION (NGO)
1. Program Manager, Malarial project . This project is targeted mothers and young children with emphasis on education, prevention and proactive care of Malaria disease (2021- 2022)
2. Menstrual hygiene Project for Adolescent girls in Marginalized, Conflict affected and Underserved communities( 2022- 2024)
Certification
- Certified Customer Service and Relationship Management (Kuzang Global Ltd)
- www.kuzangglobal.com
References
References available upon request.
Timeline
Business Operations Manager
Overtcare Ltd
01.2021 - 12.2025
Customer Service Supervisor
Salud Total Pharmacy
12.2020 - 12.2021
Customer Care Executive
Overtcare Ltd
02.2013 - 11.2020
Customer Care Executive
WINOC Ltd
02.2012 - 01.2013
Bachelor of Pharmacy -
Ahmadu Bello University
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