OMONIGHO JOHNSON
OSHAWA,ONTARIO
Summary
Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving sales goals by monitoring employee performance and coaching staff on effective sales methods. Skilled in solving complicated issues and making proactive operational changes.
Overview
23
23
years of professional experience
Work History
Retail Shop Manager
Globacom Limited
Lagos
03.2018 - 09.2023
- Set clear performance goals and provide coaching and mentorship to team member
- Implemented new sales strategy and increased sales by 50% within 6 months
- Continuously grow monthly sales by minimum 10%
- Fostered positive and motivated work environment to enhance employee engagement and productivity
- Monitored sales performance, track KPIs, and took proactive measures to improve sales effectiveness
- Analyzed sales trends and customer feedback to identify opportunities for product and service offerings
- Ensured that customers receive exceptional service in-store by providing assistance, resolving inquiries, and addressing concerns
- Trained and empowered sales associates to deliver personalized and informative shopping experience
- Handled escalated customer issues and found effective solutions to enhance customer satisfaction
- Maintained attractive and organized store layout, ensuring products are displayed effectively
- Implemented visual merchandising strategies to highlight featured products and promotions
- Ensured store environment is clean, safe, and welcoming to customers
- Managed store inventory, including stock levels, replenishment, and stock rotations
- Monitored and reported on product demand and customer preferences
- Ensured store compliance with company policies, procedures, and industry regulations
- Oversaw daily store operations, including opening and closing procedures, cash handling, and security protocols
- Collaborated with head office on logistics, shipments, and supply chain matters
- Provided regular training to sales associates on product knowledge, sales techniques, and customer service best practices
- Generated regular reports on store performance, sales metrics, and inventory levels
- Analyzed data to identify trends, customer preferences, and areas for improvement
- Developed and implemented action plans based on insights to optimize store performance.
Customer Service Manager
Globacom Limited
Lagos
05.2014 - 02.2018
- Supervised 30 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Managed over 70 customer calls by day per staff, exceeding daily target of 50 customer calls per staff
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Oversaw resolution of customer inquiries, complaints, and issues within allotted 10 minutes time frame and constantly exceeded 95% success rate
- Took ownership of customer issues and followed problems through to resolution
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Set clear performance goals and provided ongoing coaching and feedback to team members
- Developed and implemented comprehensive customer service strategy aligned with company's goals and values
- Continuously monitored industry trends and best practices to enhance customer service offerings
- Identified areas for improvement and implemented initiatives to enhance overall customer experience
- Ensured that customer service representatives are equipped with necessary tools and resources to address customer concerns effectively
- Established and maintained quality assurance standards and key performance indicators (KPIs) to measure and improve performance of customer service team
- Conducted regular performance assessments and evaluations to identify areas for improvement
- Identified inefficiencies in customer service processes and develop streamlined procedures to enhance operational efficiency
- Analyzed customer feedback, surveys, and data to gain insights into customer preferences and pain points
- Used data-driven insights to make informed decisions and improvements in service delivery
- Provided regular reports to senior management on key customer service metrics, achievements, and areas of concern
- Conducted ongoing training to keep team updated on industry trends and best practices.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Generated customer satisfaction surveys to analyze results into action plans
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets
Business Development Manager
Globacom Limited
Lagos
07.2010 - 04.2014
- Drew up annual sales plans based on company's overall sales goals and determined sales policies, strategies and procedures to achieving yearly target in excess of $15 million
- Exceeded yearly sales quotas of $18 million by 25% in 2013 and increased profitability through effective sales strategy and business planning
- Increased sales volume and expanded product line to new retailers, sub-dealers and dealers in assigned territory
- Increased profit margins by effectively controlling budget and reducing overhead by 35% in 2013
- Negotiated and closed long-term agreements with new clients in assigned territory
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit
- Monitored market trends and competitor activities to identify areas of potential opportunity
- Performed client research and identified opportunities for account growth, account penetration and market expansion
- Represented company and promoted products at conferences and industry events
- Established key performance indicators to track and analyze business progress and adjust strategies accordingly
- Communicated audited sales results weekly, monthly and annually, and measure against objectives
- Managed the full-cycle sales process and evaluate sales (products and services) activities
- Oversaw stock availability by constantly flagging off regions day's levels versus inventory levels
Regional Sales Manager
Globacom Limited
Lagos
06.2008 - 06.2010
- Develop and implement sales strategies to exceed revenue target of $6 million in 2009 by 10% and increased market share by 20% in assigned region
- Manage and lead team of sales representatives, providing guidance, training, and performance evaluations to ensure team meets or exceeds sales targets
- Analyze market trends, customer needs, and competitor activities to identify opportunities and challenges within region
- Build and maintain strong relationships with key clients, addressing their needs, resolving issues, and ensuring high customer satisfaction
- Monitor and ensure team meets or exceeds sales targets and quotas for telecommunications products and services
- Streamline and improve sales processes to enhance efficiency and effectiveness
- Develop and manage regional sales budget, including expense control and resource allocation
- Provide regular reports on sales performance, revenue, trends, and recommendations for improvement
- Collaborate with cross-functional teams, including marketing and customer support, to align efforts and achieve overall business objectives
- Educate customers about telecommunications products and services, and address their questions or concerns
- Provide ongoing training and development opportunities for sales team to enhance their skills and product knowledge
- Ensure compliance with telecommunications regulations and industry standards within region.
Key Account Manager
Globacom Limited
Lagos
04.2005 - 05.2008
- Developed annual business objectives for corporate sales (Postpaid, Prepaid CUG and CTO) segments of Telecoms industry
- Increased new sub base by 25% in 2008 to 350,000 subscribers
- Decrease churn by over 50% in 2008 through new customer retention programs
- Drew up channel strategies to increase acquisition in segments such as HNIs, SMEs, SOHOs, Govt agencies, NGOs, Foreign agencies and international organizations & religious organizations
- Reviewed continually with Marketing Department all postpaid and corporate products and developed cutting edge improvement solutions to ensure market competitiveness
- Collaborated with company equipment vendor, ALCATEL and company's technical team to develop new offerings such as Postpaid and Prepaid CUG products
- Drove corporate sales performances and ensured postpaid and prepaid CUG targets/ deliverables were achieved
- Monitored competitive activities, developed and created competitive edge and implemented same to enhance business growth
- Drew up marketing programs for corporate sales segments and developed implementation framework to ensure success
- Monitored network performance and reported issues to technical team for quick and urgent resolution
- Conducted regular trainings for corporate sales staff to sharpen their knowledge and business skills
- Worked with RIM teams for Blackberry start-up in company, drew up strategies to ensure success of Blackberry products
- Anchored Mobile Money implementation from incubation to launch, facilitating setting up of service in company.
Warehouse Manager
Nigerian Bottling Company Plc
Lagos
08.2000 - 03.2005
- Developed distribution plans and strategies critical to products availability in plant and depots
- Improved delivery plans with strong scheduling knowledge, organizational skills, and route development expertise
- Ensured timely distribution of all Stock Keeping Units SKUs to Key Distributors, plants and depots in accordance with market requirements
- Ensured stocks are in right place at right time through trend analysis and liaison with sales operations
- Ensured effective utilization of fleet, leveraging on strategies for low Turn-Around Time (TAT) and efficient fuel usage to achieve distribution objectives
- Reduced fuel consumption by 15% in 2001 through efficient utilization of fleet
- Provided logistics for receipts of all local and imported raw and packaging materials and ensured proper storage in line with FIFO practice
- Supervised all cycle count exercises weekly and monthly and ensured zero exceptions or stock loss
- Undertook material requirement planning for production of CSDs in conjunction with Bottling Manager, Plant Engineer and Quality Assurance Manager
- Participated in Production planning and scheduling and prepared bottle purchase plan as well as daily sourcing of glass to meet production needs
- Facilitated & Redesigned warehouse layout planning & utilization and managed maintenance and repair of plant buildings & structures
- Coordinated plant upkeep and cleanliness in conformity with GMP safety standards
- Developed and implemented policy and procedure updates to improve workflow and productivity
- Developed safety programs to protect workers and reduce injuries
Education
Master of Science - Marketing & Sales
Rome Business School
Italy12.2022
Master of Science - Industrial Relations & Personnel Management
University of Lagos
Lagos12.1995
Bachelor of Science - Mass Communications
University of Lagos
Lagos12.1991
Skills
- Strategic Sales Planning
- Performance Metrics Analysis
- Customer-Centric Approach
- Exceeded Sales Targets
- Improved Customer Satisfaction
- Streamlined Store Operations
- Sales Force Automation
- Client account management
- Staff training/development
- Budget Adherence
Languages
English
Full Professional
Timeline
Retail Shop Manager
Globacom Limited
03.2018 - 09.2023
Customer Service Manager
Globacom Limited
05.2014 - 02.2018
Business Development Manager
Globacom Limited
07.2010 - 04.2014
Regional Sales Manager
Globacom Limited
06.2008 - 06.2010
Key Account Manager
Globacom Limited
04.2005 - 05.2008
Warehouse Manager
Nigerian Bottling Company Plc
08.2000 - 03.2005
Master of Science - Marketing & Sales
Rome Business School
Master of Science - Industrial Relations & Personnel Management
University of Lagos
Bachelor of Science - Mass Communications
University of Lagos