IKENNA UCHE DIOGU
Edmonton,AB
Summary
Attentive Facilitator and Supply Chain Analyst with 5 years of experience in supporting business leaders by devising methods for improving logistics and operations. Resourceful in leveraging intellectual strengths and innovative problem-solving techniques to resolve complex and ambiguous issues. Creative with critical-thinking abilities useful in developing practical solutions.
Overview
5
5
years of professional experience
Work History
Customer Engagement Specialist
The Brick ( Transglobal Services)
10.2022 - Current
- Optimized response times to customer inquiries, increasing efficiency by 50% through implementation of an efficient ticketing/events system for better tracking and prioritization.
- Bolstered sales performance by 70% in the first year by providing installation recommendations based on customer needs and preferences.
- Trained and collaborated with functional teams to gather feedback and improve overall customer experience, resulting in a 30% increase in customer satisfaction scores.
- Managed escalated cases professionally, resulting in a 20% reduction in customer complaints and improved resolution times.
- Provided courteous, prompt, and professional assistance to customers via telephone, achieving a 90% customer satisfaction rate.
- Aimed for first-contact resolution of inquiries and concerns, achieving an 80% success rate.
- Collaborated with peers and management to ensure efficient handling of customer issues, resulting in a 40% decrease in average handling time.
- Conducted proactive follow-ups to ascertain and address customer needs effectively, leading to a 25% increase in customer retention rates.
- Enhanced customer loyalty by delivering exceptional support and recommending value-added solutions, contributing to a 50% increase in repeat business.
- Delivered best-in-class customer service for appliance installation and assembly, resulting in a 95% customer satisfaction rate.
- Provided comprehensive explanations to retailers and customers regarding installation processes, leading to a 75% decrease in installation-related inquiries.
- Maintained clear and professional communication with retailers and customers through verbal and electronic channels, resulting in a 90% communication effectiveness rate.
- Stayed abreast of updated policies, procedures, and product knowledge, achieving a 100% compliance rate with company standards.
- Executed routine clerical tasks efficiently during idle periods between calls, resulting in a 50% increase in task completion efficiency.
- Facilitated seamless communication with TGS’ network of professional service providers, resulting in a 30% decrease in service delivery times.
Scrum Master
Pjoc Nigeria Ltd
04.2018 - 08.2022
- Facilitated Scrum framework activities, resulting in a 25% increase in team productivity.
- Collaborated with stakeholders to define solutions and drive progress, leading to a 30% improvement in project completion times.
- Led sprint reviews and planning meetings, resulting in a 40% increase in team engagement and alignment.
- Contributed to a 20% reduction in product development lifecycle duration through continuous improvement efforts.
- Researched current trends, enhancing Scrum knowledge and practices by 35%.
- Acted on team feedback to identify and resolve issues, resulting in a 50% decrease in conflicts and a 40% increase in overall team satisfaction.
- Implemented Agile frameworks, leading to a 30% improvement in workflow efficiency and communication effectiveness.
Inventory Analyst
Konga Retail Store
01.2017 - 02.2018
- Oversaw daily inventory cycle counts and resolved discrepancies.
- Completed year-end full physical inventories and communicated counts to inventory managers for review.
- Analyzed and managed finished goods and raw material inventory to check metrics such as levels and turns, aging and security.
- Developed weekly and monthly tracking systems and issued routine reports to help senior leaders improve decision-making related to inventory levels and processes.
- Helped business meet customer demands by working with procurement team to optimize inventory levels.
- Collaborated and communicated with various team members, business partners and vendors.
- Resolved problems and managed multiple tasks using strong planning and process management abilities.
- Limited risk of excessive inventory and obsolescence by working collaboratively across departments.
- Played critical role in operational success of procurement, sourcing and vendor management, focusing on analyzing and troubleshooting issues and delivering speedy resolutions.
- Maintained appropriate inventory of supplies, equipment and products.
- Compiled and analyzed data and presented updates on sales and supply chain requirements.
- Identified inefficiencies within supply chain and implemented strategies resulting in improved performance.
- Reviewed and assessed customer data in real-time to discover and immediately address errors and anomalies before issues occurred.
- Converted data into graphs and charts, providing insight into business operations and results.
- Drove standardization of tools and processes to build scalable execution plans with stakeholders.
- Supported supply chain projects and initiatives to manage on-going business needs.
- Presented findings and recommendations in meetings with supply chain leadership.
- Assisted supply chain management in meeting metrics by maintaining open lines of communication.
- Gathered and analyzed information regarding warehousing, distribution and customs in relation to supply chain management.
- Identified product usage in business history and based minimum and maximum inventory levels on those needs.
- Coordinated with offshore sourcing and development teams to maintain supply chain workflows and ensure project deliverable schedules.
- Oversaw supplier audits and performance reviews using supplier rating system.
- Implemented supplier rating system to better identify issues with supplier performance.
- Recognized supply chain risks and presented recommendations for risk mitigation.
- Improved forecasting systems to maintain adequate materials and supplies.
Interviewer/Recruiter
Foodota Retail Empire
09.2016 - 01.2017
- Entered participant data into databases.
- Interviewed potential participants to determine eligibility.
- Checked contact information from research subjects for accuracy and implemented into company's computer system.
- Conducted structured interviews and recorded audio.
- Supported researchers in planning and executing research.
- Used computer-aided telephone interviewing system to record data.
- Coded and inputted survey results accurately to maintain data integrity.
- Followed detailed instructions for skip and filter questions to obtain and verify complete and valid information.
- Reviewed results for completeness and accuracy before submitting.
- Contacted interviewees to be interviewed at home, place of business or field location by telephone, mail or in person.
- Restated questions without altering meaning to facilitate participants' comprehension and collect high-quality data.
- Identified and resolved inconsistencies in responses using appropriate questions and explanation.
- Noted and reported evidence of unclearly worded questions to supervisor to increase survey effectiveness.
- Sought out and interviewed appropriate alternative interviewees when designated interviewees lacked necessary knowledge.
- Used planning and logistics to minimize delays and anticipate problems specific to field location.
Education
Bachelor of Science - Mathematics
Federal University of Technology Owerri
Owerri,Imo State05.2014
Skills
- Currency changes
- Training and development
- Proficient in data analysis with excel
- Effective customer communication
- Supply chain planning
- Data evaluation
- Shipping coordination
- Reliable & trustworthy
- Relationship building
- Sales expertise
- Complaint resolution
- Report preparation
- Key stakeholder relationship building
- Retail materials management
- CRM
- Professional telephone demeanor
- Creative problem solving
- Strategic sales knowledge
- Stock management
- Training development aptitude
- Stocking and replenishing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The opposite of a true statement is a false statement, but the opposite of a profound truth may well be another profound truth.
Niels Bohr
Timeline
Customer Engagement Specialist
The Brick ( Transglobal Services)
10.2022 - Current
Scrum Master
Pjoc Nigeria Ltd
04.2018 - 08.2022
Inventory Analyst
Konga Retail Store
01.2017 - 02.2018
Interviewer/Recruiter
Foodota Retail Empire
09.2016 - 01.2017
Bachelor of Science - Mathematics
Federal University of Technology Owerri
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