Benedicte Gervaise NJEWEL
Commercial Executive
Accra
Summary
PROFESSIONAL OBJECTIVE
Experienced sales executive and customer support with over 10 years of experience in lottery and sports betting. Excellent reputation for resolving problems and improving customer satisfaction.
Integrate a project where I can share experience, learn new skills in terms of Lottery & sports betting management.
Goal-oriented manager with distinguished experience in sales industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Commercial Executive
Moja Services Africa
Accra
05.2021 - Current
- Sports betting and lottery 590 management.
- Implemented systems and procedures to increase sales.
- Built relationships with customers and community to establish long-term business growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Organized promotional events and interacted with community to increase sales volume.
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
- Surpassed sales targets by 10% consistently and maintained solid market rankings.
- Incorporated digital sales strategies, boosting sales additional 20%.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Maintained up-to-date knowledge of sports betting and performed competitor analysis.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Prepared sales reports for management.
Customer Service Manager
Lucky Games
Dar Es Salam
02.2018 - 04.2020
- Supervised 10+ employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Took ownership of customer issues and followed problems through to resolution.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Generated customer satisfaction surveys to analyze results into action plans.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Followed through with client requests to resolve problems.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
GAMING CENTER MANAGER
PREMIER BET CAMEROON
Douala
01.2014 - 01.2017
- Centre team management of 8 employees
- Training of new cashiers, animators and new retailers (sports betting, TPM3000, Virtual games, Lotto
- Control sales and target
- Customer care
- Maintained excellent attendance record, consistently arriving to work on time.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Exceeded goals through effective task prioritization and great work ethic.
- Developed team communications and information for meetings.
- Received and processed stock into inventory management system.
- Increased customer satisfaction by resolving issues.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Answered customer questions and helped find specific items.
- Maintained and updated security protocols for front desk operations.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Built and implemented training strategies to optimize team performance.
- Received and processed customer payments.
- Mentored new team members on sales software system operation.
- Set and updated employee schedules to fulfill gaps based on expected customer demands.
- Reconciled daily totals to maintain balanced.
- Increased customer satisfaction by resolving issues
MAIN CASHIER
HEADQUARTER PREMIER BET CAMEROON
01.2013 - 01.2014
- Sales control and management of retailer’s cash (More than 500 agents)
- Performed big payments for VIP clients
- Record of daily retailers and shops sales in system
- Transport of cash from shops to bank or HQ
- Facilitated and logged office opening, closing and shift changes.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Maintained cash to meet expected winners' payments.
- Received and processed customer payments.
- Managed over 200 clients per day
CASHIER
PREMIER BET CAMEROON
01.2012 - 01.2013
- Sales, and tickets payment
- Cash control and payment of Jackpot winner (LOTO 5/90 - Chance & Fortune, Super4 …)
- Shop animation
- Welcomed customers and helped determine their needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Tallied cash drawer at beginning and end of each work shift.
- Established flexible schedule and extra shifts to meet business needs.
- Succeeded to KPIs by exceeding 150+ visitors in the centre per day.
Education
High School Diploma -
La Conquete Cameroon
Douala 09.2007 - 07.2008
No Degree -
University of Douala
Douala 02.2009 - 02.2010
Bachelor of Science - Communication
University of Douala
Douala 03.2010 - 02.2011
Skills
Sports betting & Lottery
undefinedTimeline
Commercial Executive
Moja Services Africa
05.2021 - Current
Customer Service Manager
Lucky Games
02.2018 - 04.2020
GAMING CENTER MANAGER
PREMIER BET CAMEROON
01.2014 - 01.2017
MAIN CASHIER
HEADQUARTER PREMIER BET CAMEROON
01.2013 - 01.2014
CASHIER
PREMIER BET CAMEROON
01.2012 - 01.2013
Bachelor of Science - Communication
University of Douala
03.2010 - 02.2011
No Degree -
University of Douala
02.2009 - 02.2010
High School Diploma -
La Conquete Cameroon
09.2007 - 07.2008
Traveling, reading, family activities
I love traveling, most of the time it's for work, but i can enjoy at the same time cultures from many countries, this showing how fantastic is the world.
Reading is very important to understand human's behaviors and learn new skills.
My family is the most important thing in my life, spending time with them is just a paradise.
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