Roseline Obiako

Delivering customer service and learning & development support across remote, high-volume multichannel environments with emphasis on CRM workflows and quality assurance.

Spearheaded company-wide operations, onboarding 50+ employees and implementing frameworks that improved productivity by 85% and reduced bottlenecks by 80%. Managed budgets over ₦50 million and introduced performance tracking that cut error rates by 98%.

Directed supply chain and logistics, reducing delivery turnaround time by 20% and achieving 77% cost savings through optimized fleet utilization and process improvements. Increased stock availability by 45% via merchant and inbounding coordination.

Coordinated order fulfillment to ensure 98% on-time deliveries and improved turnaround times through inbounding and cross-docking; used D365 and Power BI to analyze performance and implement corrective actions.

Oversaw daily retail operations and merchandising, improving client experience and increasing store sales by 20% through data-driven display and third-party partnerships that generated 30% additional revenue.

Led engagement and retention strategies that increased repeat purchases by 60% and expanded active customer base by 75% through database marketing and promotional campaigns, boosting brand awareness by 60%.

Supported founder in consulting and recruitment, organized trainings certifying 150+ agents, and managed a BPO model placing trained agents with clients including major banks and FMCG companies.

Supervised 14 agents, maintained 90%+ QA scores, improved agent competency via coaching and training, and helped pioneer setup of two call centres to stabilize operations.

Established a 100-seat outbound contact centre in 2 months and implemented retention strategies that reduced churn by 50% and improved service loyalty.

Managed outbound engagement, achieving a 60% increase in upsell/cross-sell conversions and conducted analyses that reduced service drop-offs by 95%.

Provided frontline inbound support with a 95% resolution rate, improving escalation turnaround and customer satisfaction.

Completed a Postgraduate Diploma in Administration and Management focused on managerial practices and administration standards.

Earned a Bachelor of Science in Business Education, focusing on business teaching methodologies and educational practices.