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sonko demba

@sonkodemba

Customer Experience Coordinator at Jumia Sénégal managing supplier after-sales returns and contributing to a 12-point CSAT increase.

Senegal

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What I'm looking for

I’m looking to move into Purchasing or Supply Chain, where I can build on my supplier coordination experience through training and structured responsibilities.

At Jumia Sénégal, I manage supplier after-sales service, product returns, and refund cases, following up on documentation, deadlines, and technical issues. I use Salesforce, Sprinklr, and Power BI to analyze customer and supplier feedback, and contributed to a 12-point increase in customer satisfaction over one year.

I also coordinate with Logistics and Marketing and have supervised a multidisciplinary team of up to 22 people. I’m now looking to move into Purchasing or Supply Chain, building on my supplier coordination experience and English-language work background.

Experience

Work history, roles, and key accomplishments

Current

Coordonnateur Expérience Client & Retours Fournisseurs (SAV)

Current

Jumia Sénégal

Aug 2022 - Present (4 years 2 months)

Managed end-to-end supplier after-sales service, product returns, and reimbursement cases. Led a team of up to 22 people and contributed to a 12-point increase in customer satisfaction (CSAT) over one year.

Salesforce Sprinklr Power BI Excel Supplier Coordination after sales services Root Cause Analysis Team Management Customer Satisfaction Process Improvement

Responsable Auditeur Qualité & Formateur

Jumia Sénégal

Jun 2020 - Oct 2020 (4 months)

Trained new trainers on quality procedures, tools, and standards. Monitored compliance and coached teams to ensure adherence to quality norms.

Quality Assurance Training Coaching Process Compliance

Conseiller Clientèle

PCCCI

Oct 2018 - Oct 2019 (1 year)

Assisted customers with Tigo Senegal products and services, ensuring reliability and security of provided services.

Customer Support Product Knowledge service reliability

Chef d'Équipe Service Client (Team Lead)

Jumia Sénégal

Oct 2018 - Oct 2019 (1 year)

Supervised agent task handling and quality of email and chat interactions. Led debriefings and regular meetings, and prepared BQV reporting.

Team Leadership Quality monitoring Reporting Customer Service

Chargé de Clientèle (Customer Account Officer)

Jumia Sénégal

Dec 2017 - Aug 2018 (8 months)

Managed the full lifecycle of orders (pre, during, and after-sales) and handled returns and logistics support. Developed clientele through outbound prospecting and relationship follow-up.

Customer Relationship Management Order Management Returns Processing Outbound Prospecting