Open to opportunities

Emmanuella Oboh

@emmanuellaoboh

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Customer Success professional with 7+ years delivering support, retention, and SLA-focused client care.

Nigeria

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What I'm looking for

I’m seeking a remote customer support role where I can provide outstanding service and create positive customer experiences—resolving complex issues within SLAs and partnering cross-functionally to boost customer satisfaction and retention.

I’m a Customer Success and Client Experience professional with 7+ years of experience delivering exceptional customer support, resolving complex issues, and strengthening client relationships in fast-paced environments. I’m known for empathetic communication, attention to detail, and keeping customer satisfaction high while meeting performance targets.

In my current role as a Business Relationship Manager at Jumia Delivery, I spearheaded the pilot launch of Jumia Delivery services and drove market adoption and business growth. I serve as the primary point of contact for business customers, investigate service-related concerns, and ensure timely resolution while meeting SLAs—coordinating across operations, customer service, and logistics.

Previously, as a Senior Performance Manager at Jumia Nigeria, I collaborated with customer service and operations teams to improve service quality. I monitored performance, investigated recurring complaints, ensured SLA compliance across logistics operations, and produced performance reports to communicate insights to management.

Earlier, as a Key Account Manager and Service Request Officer at Jumia Nigeria, I managed high-value customers end-to-end, responded across phone/email/internalsupport channels, and maintained accurate customer records in CRM tools (including Salesforce and Sprinkler). I also supported onboarding and training new team members and brought a hands-on customer acquisition mindset from roles like Sales Executive at Transsion Holdings.

Experience

Work history, roles, and key accomplishments

Current

Business Relationship Manager

Current

Jumia Delivery

Jun 2025 - Present (1 year 1 month)

Led the pilot launch of Jumia Delivery services to drive market adoption, service adoption, and business growth. Served as the primary point of contact for business customers, resolving service concerns and coordinating with operations, customer service, and logistics teams to meet SLA targets.

Customer Success Client Relationship Management Business Development CRM Management SLA Management Complaint Resolution Performance Management Stakeholder Management Logistics Coordination Customer Retention

Senior Performance Manager

Jumia Nigeria

Jan 2024 - May 2025 (1 year 4 months)

Improved service quality by collaborating with customer service and operations teams to monitor performance and address recurring customer complaints. Ensured SLA compliance across logistics operations and delivered performance reports to management.

SLA Process Improvement performance reporting Cross Functional Collaboration Operations Coordination Metrics Analysis Customer Service Support

Key Account Manager

Jumia Express Logistics

Jun 2021 - Dec 2023 (2 years 6 months)

Managed relationships with high-value customers, ensuring strong service throughout the customer journey. Resolved customer inquiries and issues, maintained detailed CRM records, and partnered with customer support and operations to improve customer satisfaction.

Key Account Management Customer Relationship Management CRM Data Management Customer Satisfaction B2B Customer Support Account Retention

Service Request Officer

Jumia Nigeria

Jan 2020 - Jan 2021 (1 year)

Handled service requests via phone, email, and internal support channels, logging and tracking interactions in CRM systems. Investigated customer concerns, coordinated escalated issue resolution with technical and logistics teams, and supported continuous improvements to reduce recurring issues.

Customer Support Email Support Phone Support Salesforce Escalation Management Process Improvement

Customer Service Agent

Jumia Nigeria

Dec 2018 - Feb 2019 (2 months)

Handled inbound customer calls with professionalism and empathy, resolving complaints while maintaining service standards. Escalated complex issues to the appropriate departments and followed up until resolution, while keeping detailed customer interaction records and meeting call center productivity and satisfaction targets.

Inbound Call Support Customer Complaint Resolution Customer Escalation Customer Satisfaction Customer Education Call Center Support Problem Solving

Sales Executive

Transsion Holdings

Jan 2019 - Present (7 years 6 months)

Supported customer acquisition and sales growth initiatives by promoting products and maintaining customer relationships. Provided ongoing support to help sustain customer engagement and retention.

B2B Sales Lead Generation Customer Acquisition Product Promotion Relationship Management Customer Retention Sales Support Stakeholder Management