RMRoseline Maduneme
@roselinemaduneme
Customer service and HR leader driving retention, CSAT improvement, and revenue through data-driven strategies.
NigeriaWhat I'm looking for
I am a results-driven Customer Service Representative and HR professional with over 10 years' experience improving customer loyalty and operational performance. I have a proven track record of boosting sales by 40% and increasing CSAT by 13% through targeted engagement and process improvements.
I excel in CRM database management, remote collaboration tools, workforce optimization, and cross-functional team leadership. I have led initiatives that maintained a 95% on-time fulfillment rate, reduced resolution times, and achieved 100% issue closure on escalations.
I am committed to transforming customer pain points into long-term retention opportunities, mentoring teams, and influencing product and service roadmaps using customer feedback and data-driven insights.
Experience
Work history, roles, and key accomplishments
Store/Customer Service Manager
Rommany Stores
Jan 2025 - Present (1 year 1 month)
Designed and executed data-driven social media marketing and sales initiatives that boosted revenue by 40% and maintained a 95% on-time fulfillment rate through logistics and inventory optimization.
Customer Services Analyst
Miraton Matador Group
Jan 2022 - Jun 2025 (3 years 5 months)
Developed customer engagement plans that increased product adoption and introduced a wallet brand training module that improved service quality and ensured 100% issue closure through accurate escalation routing.
HR/Customer Support Manager
U-Connect Human Resources Limited
Jan 2018 - Apr 2020 (2 years 3 months)
Elevated CSAT from 50% to 63% by implementing faster resolution protocols and loyalty-focused training while optimizing contact center ROI and building high-performing support teams.
Led team operations and floor management to meet KPIs, drove revenue via cross-selling/upselling, and secured customer loyalty through follow-ups and satisfaction surveys.
Education
Degrees, certifications, and relevant coursework
UCUniversity of Calabar
Bachelor of Science, Accounting
Completed a Bachelor of Science in Accounting, covering core accounting principles and financial reporting.
U-Connect
Project Management Professional (PMP), Project Management
Completed Project Management Professional (PMP) training/certification through U-Connect.
Kendor Consulting
HR Management Essentials, Human Resources
Completed HR Management Essentials training focused on foundational human resources practices.
MTN Academy
Organizational Development & Learning, Organizational Development
Completed training in Organizational Development & Learning provided by MTN Academy.
Availability
Location
NigeriaAuthorized to work in
Job categories
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