Director Customer Operation
Jumia
Total years of experience :6 years, 11 Months
Led a customer service transformation across 13 African countries at Jumia, overseeing 3000 agents and implementing performance metrics, achieving a 20% increase in overall customer satisfaction scores within one year.
Facilitated strategic discussions with senior leaders, resulting in a 15% increase in cross-functional collaboration and faster decision-making.
Enhanced the Inbound QC process using a Machine Learning model to predict the probability of return due to quality issues, reducing the return rate by 13.5%.