John Ugbaja

I am a licensed HR consultant and resourceful Customer Consultant with over 8 years of experience in service, training, and talent acquisition. My career has been marked by a commitment to increasing efficiency and enhancing customer satisfaction. I achieved a remarkable 35% increase in customer satisfaction ratings (CSAT) and reduced dispute resolution timelines by 44% through innovative process redesigns.

Currently, I serve as a Team Lead in Training, Development, and Total Quality Assurance at Jumia Nigeria, where I oversee a call center of about 100 customer service personnel. My responsibilities include ensuring compliance with established processes, preparing audit reports, and improving key performance indicators (KPIs) such as CSAT and average handling time (AHT). My proactive approach has led to significant improvements in team performance and customer retention.

Throughout my career, I have developed strong skills in project management, customer service optimization, and talent acquisition. I am passionate about fostering teamwork and continuous improvement, and I thrive in environments that challenge me to innovate and lead.