Blessing Ndulue
Director Of Customer Experience And Talent Management
PHOENIXVILLE,PA
Summary
Successful Customer Service Director with extensive experience in managing operational customer service teams. Proficient with working knowledge of customer service software, databases and tools. Strong leader committed to hiring the best talents, motivating team members to deliver better results.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Customer Experience Executive
Beautiful Everyday Shop Limited Liability Company
PHOENIXVILLE, PA
01.2021 - Current
- Evaluated business reports to build action plans to offset negative trends.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Offered direction and gave constructive feedback to motivate team members.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Handled escalated customer issues and complaints that require managerial intervention, ensuring prompt and satisfactory resolution
- Tracked team performance metrics, such as response times, call quality, and customer satisfaction scores, and take corrective actions as needed to meet or exceed targe
- Supervised and lead a team of customer service representatives, ensuring they are well-trained, motivated, and equipped to deliver excellent customer support.
- Participated in the recruitment selection and training for customer service staff in to help enhance their skills, product knowledge, and customer handling
- Managed the budget allocated for the customer service department, including allocating resources appropriately and ensuring cost-effective operations.
- Handled high-pressure situations and crisis scenarios effectively, providing guidance to the team and ensuring that customer concerns are addressed promptly.
- Fostered a positive and engaging work environment for the customer service team, promoting teamwork, morale, and a culture of exceptional service.
- Stayed updated on customer service technologies, tools, and software to recommend and implement solutions that streamline processes and enhance customer interactions like zendesk and live chat.
General Manager
Infinitos
PHOENIXVILLE, PA
09.2017 - Current
- Hired, trained, and supervised restaurant staff, from shift managers to crew members.
- Created work schedules and ensuring adequate staffing levels to meet customer demand.
- Motivated and guided employees to provide excellent customer service and maintain a positive work environment.
- Conducted performance evaluations and addressing any performance issues or training needs.
- Ensured that customers have a positive dining experience by maintaining high standards of service, cleanliness, and food quality.
- Addressed all customer complaints and concerns in a professional and effective manner. Monitored customer feedback and using it to make improvements in service and operations.
- Oversaw daily restaurant operations, including opening and closing procedures, food preparation, cleanliness, and maintenance.
- Managed inventory levels to avoid shortages and wastage while ensuring items are always available for customers.
- Ensured compliance with health and safety regulations and food handling guidelines.
- Monitored and controlled costs to maximize profitability while maintaining quality standards.
- Developed and implemented marketing strategies to attract and retain customers.
- Ensured that all dishes meet the restaurant's quality and presentation standards.
- Established and maintained relationships with food and beverage suppliers to ensure timely and reliable deliveries.
- Provided ongoing training to staff on customer service, food safety, and restaurant policies.
- Identified potential leaders within the team and offering opportunities for growth and advancement.
- Generated monthly inventory and financial reports for the restaurant's owners or corporate headquarters.
- Presented financial performance and operational updates to relevant stakeholders.
HR Recruiter/Business Development Manager
Godwin Enterprises
Jos, Plateau Nigeria
02.2014 - 07.2017
- Identified potential candidates through various sources such as job boards, social media, professional networks, and referrals. Conducted initial screening of resume to short list qualified candidates
- Conducted interviews, either in person or via video conferencing, to assess candidates' skills, experience, and cultural fit also evaluating their skills.
- Administered assessments, tests, or assignments to gauge candidates' technical and behavioral competencies.
- Checked references and verifying employment history to ensure accuracy of information.
- Collaborated with hiring managers to understand job requirements, expectations, and team dynamics while Providing feedback and recommendations to hiring managers to facilitate informed hiring decisions.
- Extended job offers and negotiating compensation packages with selected candidates.
- Addressing candidates' questions and concerns, and assisting in the onboarding process.
- Represented the company in a positive manner to attract top talent.
- Contributed to employer branding efforts through job descriptions, social media, and networking events.
- As a Business Development Representative: I Researched and identified potential clients or customers through various channels, including online research and networking events.
- Initiated contact with potential clients through cold calls, emails, and personalized messages.
- Conducted product or service presentations to prospects, highlighting the value proposition and benefits.
- Updated CRM (Customer Relationship Management) systems with accurate and up-to-date information.
- Collaborated with sales teams and other departments to align strategies and share insights.
- Worked towards and achieving and exceeding sales quotas and targets set by the company.
- Stayed updated on industry trends, market conditions, and competitors to identify opportunities and challenges.
Education
Associate of Science - Political Science
State University Nigeria
Nigeria 10.2011 - 02.2015
Skills
Customer service
Certification
Serve Safe Food Manager
Timeline
Fundamentals Of Human Resources
08-2023
Project Management
07-2023
Customer Experience Executive
Beautiful Everyday Shop Limited Liability Company
01.2021 - Current
Serve Safe Food Manager
11-2019
General Manager
Infinitos
09.2017 - Current
HR Recruiter/Business Development Manager
Godwin Enterprises
02.2014 - 07.2017
Associate of Science - Political Science
State University Nigeria
10.2011 - 02.2015
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