Mary Ogbaji

Operations professional with 4+ years of experience managing business operations, developing SOPs, coordinating multi-location teams, and improving administrative and operational processes across retail and e-commerce environments. Proven track record of streamlining workflows, coordinating teams including a 30% reduction in communication delays, cutting operational cost by approximately 15%, improving document retrieval time by over 50%, and increasing staff productivity by 25%. Skilled in coordination, inventory and logistics support, financial reporting, process improvement and data driven decision-making.

Proficient in digital workflow, reporting, and AI-enabled tools, with strong focus on operational efficiency, accuracy, problem-solving, and continuous operational improvement.

Operations Manager / Account Administrative Officer at Foodstuffs Store Limited (2024-07 – Present)

• Developing, documenting, and enforcing Standard Operating Procedures (SOPs) for daily branch operations, ensuring consistency across Lagos, Abuja, and Port Harcourt.
• Coordinating remotely with branch leads across all three states to monitor daily activities, resolve operational bottlenecks, and keep operations running smoothly.
• Introducing and managing virtual reporting tools that streamlined inter-branch communication, reducing communication delays by 30%.
• Designing and implementing a more rigorous documentation process for all incoming and outgoing goods, helping the company identify and eliminate waste and cut monthly operational costs by roughly 15%.
• Redesigning the administrative filing system, cutting the time spent retrieving inter-state logistics documents by over 50%.
• Training branch staff on new documentation and recording standards, contributing to a 25% increase in staff productivity through consistent, standardized processes.
• Compiling and delivering 100% accurate weekly reports to management on stock levels across all three states, supporting faster, more profitable purchasing decisions.
• Monitoring compliance with internal operational standards and identifying areas for process improvement across branches.
• Supporting inventory oversight, vendor coordination, and logistics planning to keep supply chains running efficiently across regions.
• Coordinating closely with supply, logistics, and sales teams to ensure smooth day-to-day operations.
• Supporting audit preparation and internal financial reviews.
• Maintaining accurate records of daily sales, purchases, and expenses, and updating ledgers and financial logs.
• Monitoring outstanding payments (debtors), following up on collections, and updating customer credit limits and payment status.
• Preparing daily, weekly, and monthly reports for management, highlighting discrepancies and unusual expenses for review.

Administrative Officer & Social Media Specialist at Floor Nigeria (2023-01 – 2024-06)

• Monitoring customer experience by tracking satisfaction through feedback forms, surveys, and reviews.
• Designing and executing customer retention strategies through outbound calls, meetings, and email re-engagement campaigns.
• Using retention data and analytics to refine engagement strategies and improve overall service quality.
• Onboarding customers to new updates, products, and services to help them get maximum value.
• Building long-term customer relationships that increased purchase frequency, extended customer retention, and ensured customers felt valued and supported.
• Serving as a key liaison between customers and the business, escalating recurring issues to relevant departments for resolution.

Virtual Assistant Intern at VickyGentle Technology (2021-03 – 2022-07)

• Managing the supervisor's inbox, filtering spam and prioritizing urgent emails with 100% accuracy so leadership could focus on high-level decisions.
• Scheduling meetings across multiple time zones, avoiding overlaps and ensuring all participants had the necessary Zoom/Google Meet links.
• Attending weekly team meetings and taking minutes, highlighting action items to keep the team aligned on next steps.
• Mastering Canva, Trello, and Slack within the first week to support smooth day-to-day collaboration.

Bachelor of Social Science in Accounting – Cross River University of Technology (2022)