Anulika Ogu

Dedicated customer support professional adept at implementing strategic solutions to drive success, enhance retention, and exceed expectations with a positive attitude. Skilled in collaborating across teams to deliver value, optimize customer experience, and provide consistent resolutions.

Customer Success Specialist at Gloopro Procurement Systems (2023-11 – Present)

• Acted as primary point of contact for assigned customers, ensuring seamless adoption of gloopro procurement platform for large scale organizational purchase.
• Identified upsell and cross sell opportunities and contributing directly to revenue growth.
• Handled customer request, escalations and complaints efficiently through effective use of Zoho CRM ensuring prompt resolution and improved customer satisfaction.
• Facilitated end-to-end procurement lifecycle, from purchase order receipt to order fulfillment to receiving Goods received note (GRN).
• Monitored customer usage and engagement, identifying opportunities to improve adoption and minimize churn.
• Work cross-functionally with internal teams (Sourcing, Finance, Operation and Product Engineering) to foster a strong sense of community and information sharing.
• Maintained strong relationships with clients, driving customer retention rate by 60% year over year through proactive engagement strategies.
• Consistently achieved customer satisfaction scores of 95% through responsive and proactive support
• Increased Turnaround time (T.A.T) cycle for clients by 60%, driving measurable cost savings and efficiency.
• Recognized as a top-performing Customer Success Specialist for consistently exceeding renewal and upsell targets.

Customer Service/ Tele-sales Specialist at Jumia Nigeria (2020-11 – 2023-10)

• Documenting accurate/complete information in the Customer Relationship Management (CRM) System (Salesforce, Sprinklr, OMS etc.) with attention to detail.
• Meeting and exceeding the daily and monthly sales target in terms of Gross & Net orders, demonstrating persistence and optimism.
• Following call center script and adhering to company attendance, punctuality, and break period policies, showcasing ability to work independently.
• Collaborating with 15+ colleagues in training new recruits on sales and customer retention techniques.
• Managing present/ prospective customers via receiving incoming calls on a rotating basis, as well as making an average of 80 calls per day.
• Building and maintaining relationships with existing and new clients while ensuring that the job target is achieved in the process.
• Generate sales leads by upselling and cross selling.
• Identify and assess customers' needs and share this feedback with sales team for action
• Commended for persuasiveness, intense customers focus and dependability in performance evaluation.
• Earned 100% mark in up-selling on calls, communication skills, listening skills, and issue resolution (evaluated by a quality assessor).
• Ascertains an average CSAT of 90% weekly Consistency in meeting theKPI's.
• Trained over 60 new hires between January 2021 to September 2023 and assisted to led team of telemarketers. (Super- Agent duties)
• Was made a full staff within 6 months of internship.

Direct Sales Executive at Renmoney MFB (2019-12 – 2020-04)

• Sales of Loan to present and prospective customers, leveraging strong people skills and business model understanding.
• Actively extended the client portfolio by bringing in 100+ new customers, demonstrating curiosity and ownership in role.
• Closed at least five loans each month in a 100% commission environment from referrals and existing client portfolio, showcasing persistence and collaboration skills.
• Maintained an average monthly customer satisfaction rating by 95%

Sales Consultant at VANPEUX GLOBAL SYNERGY (2017-11 – 2018-11)

• Managed the advertisement of solar products across Victoria Island, Lagos Island, Ikoyi and some parts of Lagos Mainland.
• Meet with small and retail businesses and cooperation such as Tailors Association, Barbers and Hairdresser Association, Pharmacies in different zones to discuss the relevance of cutting cost by owning a solar package.
• Worked with the business intelligence team to generate feedback from users of this product and using data to know the strength and what next to embark on.
• Created own leads, canvassing, cold calling and networking.
• Online Marketing and interaction as well as sending proposals and attending corporate events to discuss the need to own a solar package
• Assist in supervision of my team (Assistant team supervisor).

B.Sc. in Economics – University of Nigeria, Nsukka (2013-01 – 2017-12)

West Africa senior secondary certificate Examination in WASSCE in Higher Secondary Certificate – CMS Girls Grammar school, Akoka, Lagos (2009-01 – 2012-12)