Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
Generic

JENNIFER AFURE IKHUORIA

Lagos

Summary

Dynamic Store Manager at MTN Nigeria with a proven track record in enhancing customer satisfaction and operational efficiency. Skilled in performance appraisal and team leadership, I successfully implemented promotional displays that boosted sales visibility. Known for my strong problem-solving abilities and effective communication, I foster a positive team environment that drives results.

Overview

16
16
years of professional experience

Work History

Store Manager

MTN NIGERIA
Shasha
01.2023 - Current
  • Conducted performance appraisals for staff members, providing constructive feedback and identifying areas of improvement
  • Uphold health and safety regulations within the premises to ensure a safe working environment.
  • Implemented promotional displays to increase product visibility and sales
  • Managed staff rosters, ensuring adequate coverage during peak times
  • Oversaw business staffing and training, building successful customer focused team
  • Ensure every customer satisfaction and drive sales
  • Managed stock with set minimum and maximum levels to serve customers without overextending finances
  • Enforced service standards to maintain establishment reputation for excellence
  • Streamlined operations to maximise efficiency and minimise waste
  • Ensure high levels of customers satisfaction with proactive interaction and prompt issue resolution
  • Handled cash transactions accurately, minimising financial discrepancies.
  • Oversaw visual merchandising efforts that enhanced the overall store appearance.
  • created an open trust system for team coaching and feedback

Customer Care Representative

MTN Nigeria online store
Shasha
01.2017 - 01.2021
  • Maintained detailed records of all interactions, comments, complaints and actions taken for future reference.
  • Established rapport with customers to encourage repeat business
  • Delivered exceptional service with timely responses to queries
  • Handled sensitive information confidentiality to protect customer privacy rights
  • Deescalated tense situations for improved customer relationships
  • Facilitated seamless communication between management and customers.
  • Raised trouble tickets and resolved queries on CLM
  • Managed customers account (postpaid & prepaid customers)

Call Centre Representative

MTN Nigeria online store
Ajah
01.2012 - 01.2015
  • Managed high volume of incoming calls providing efficient customer service
  • Tailored solutions for customers specific need to improve relationship management
  • Demonstrate a proactive approach by promptly resolving customer complaints
  • Build rapport with customers on each call establishing a positive company image
  • Attending to customer’s complaints
  • Followed all communication procedures, guidelines and policies to maintain consistency
  • Maintain professional composure under stressful conditions, prioritizing customers satisfaction
  • Exhibit strong multitasking abilities while handling simultaneous projects
  • Facilitate positive customer interactions through active listening and patience
  • Supported colleagues during peak times to manage call flow smoothly

Front Desk Personnel

NIGERIAN PORTS AUTHORITY
Lagos State
01.2010 - 01.2011
  • Greeted and assisted company guests enhancing visitors’ satisfaction
  • Directed inquiries to relevant departments improving communication flow
  • Managed information exchange ensuring accurate and timely delivery
  • Represented company positively contributing to a professional image
  • Maintained accurate information exchange contributing to timely service delivery and operational reliability

Personal Assistant to the Production Director

AFRICA FILM ACADEMY
IKEJA
01.2009 - 01.2010
  • Worked in a team to uncover important media archives
  • Contributed to data mining and research

Education

Bachelor of Science - Business Administration

DELTA STATE UNIVERSITY
Delta state, Nigeria
01.2009

West African School Certificate -

GOVERNMENT COLLEGE, AGEGE
AGEGE, LAGOS
01.2003

National Examination Council -

AREA COMMUNITY HIGH SCHOOL
OWODE YEWA
01.2003

Skills

  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities
  • Ability to remain calm and composed under pressure
  • Attention to detail and accuracy
  • Proficiency in Microsoft Office Suite
  • Strong problem solving skills
  • Experience in Media and Education sectors
  • Trained in customer service relation
  • Performance appraisal
  • Health and safety
  • Promotional displays
  • Staff management
  • Customer satisfaction
  • Inventory management
  • Service standards
  • Operational efficiency
  • Visual merchandising
  • Cash handling
  • Team coaching
  • Problem solving
  • Store operations
  • Conflict resolution
  • Customer relationship management
  • Friendly and positive
  • Effective communication
  • Multitasking and organization
  • Team leadership
  • Inventory control
  • Team building
  • Team motivation
  • Leadership development
  • Staff supervision
  • Store operations oversight
  • Store merchandising

Languages

English
First Language
English
Advanced (C1)
C1

Affiliations

  • Awarded outstanding manager for building a team that achieved store branch sales of over $350,000 in one month

Timeline

Store Manager

MTN NIGERIA
01.2023 - Current

Customer Care Representative

MTN Nigeria online store
01.2017 - 01.2021

Call Centre Representative

MTN Nigeria online store
01.2012 - 01.2015

Front Desk Personnel

NIGERIAN PORTS AUTHORITY
01.2010 - 01.2011

Personal Assistant to the Production Director

AFRICA FILM ACADEMY
01.2009 - 01.2010

Bachelor of Science - Business Administration

DELTA STATE UNIVERSITY

West African School Certificate -

GOVERNMENT COLLEGE, AGEGE

National Examination Council -

AREA COMMUNITY HIGH SCHOOL

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