Ezeogu Godwin

• Performed scheduled and unscheduled visits to client stores and
outlets under various scenarios.
• Evaluated employee performance, compliance with procedures,
store appearance, and customer engagement.
• Identified recurring service issues and proposed practical
solutions to enhance service delivery.
• Filed accurate, well-structured reports highlighting customer
service problems, procedural lapses, or training needs.
• Used video/audio tools to document complex visits when
required, ensuring transparency and evidence-based feedback.

• Executed over 300 individual mystery-shopping assignments in
banking branches and luxury retail stores.
• Detected procedural lapses (e.g., non-compliance with
verification protocols), developed mitigation strategies, and
delivered executive summaries that led to policy updates.
• Utilized mobile reporting app to submit real-time evidence
(photos, timestamps) supporting critical findings.
• Received Top Performer award three consecutive quarters for
highest accuracy and speed in reporting.

• Conduct 20-25 monthly mystery-shop visits across retail and
F&B outlets, ensuring adherence to brand standards.
• Identify recurring service-delivery bottlenecks (e.g., delayed
order fulfillment, inconsistent greetings), present root-cause
analyses, and recommend targeted staff-training interventions—
resulting in a 15% uptick in service-compliance scores.
• Collaborate with audit team to refine evaluation checklists,
integrating new KPIs for problem-resolution efficiency.
• Mentor and train 10+ junior shoppers on advanced observational
techniques and systematic problem-reporting.