Maye Benjamin NKOTH BISSECK
Gatineau,QC
Summary
With over 8 years of experience as a retail and e-commerce Regional Customer Experience (CXP) Manager in Africa, sharpened by some hands-on sales management responsibilities, I'm determined to leverage my expertise with a reference company such as yours while learning and growing alongside established talents. My strengths lie in strategic decision-making, customer service management, data analysis (With Excel/Goole Sheet and Microsoft Power BI), project management, and supply chain optimization. I have a proven track record of leading successful process-improvement projects with budgets up to $500,000. I'm driven by a customer-centric passion for excellence and look forward to contributing to OUR shared success.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
REGIONAL DELIVERY EXPERIENCE MANAGER
JUMIA
Accra, Ghana, (West Africa)
01.2023 - Current
- Produced thorough, accurate and timely reports of project activities.
- Revamped the customer delivery journey and related operations for the whole African branches leading to...
- Improved customer satisfaction over delivery queries by 19% (63% to 75% CSAT score in 6 months)
- Improved logistic operation revenues by ~2% vs H2 2022
- Improved End-To-End drop shipping delivery speed by 20% across all African branches.
- Created training modules and documentation to train warehouse managers (across the African branches).
- Created monthly reports for senior management summarizing operational performance metrics.
HEAD OF VENDOR EXPERIENCE AND OPERATIONS
JUMIA
Accra, Ghana, (West Africa)
07.2020 - 01.2023
- Developed and implemented strategies for vendor onboarding, training, and performance management which improved vendor satisfaction (VSAT) by 21% over a span of 12 months.
- Created reports summarizing key metrics related to vendor activities.
- Reduced process lags by training employees on best practices and protocols which led to a reduced revenue losses due to vendor operations from 8% to 3.5% in 9 months.
- Collaborated with cross-functional teams to ensure successful execution of vendor projects.
- Established a mentorship program for Junior co-workers which resulted in the promotion of 3/12 of them to head of department positions, and significant performance shift overall.
- Developed and implemented vendor managers' recruitment strategies to attract qualified candidates.
Regional Head of Customer Experience
JUMIA
Accra, Ghana, (West Africa)
08.2019 - 07.2020
- Coordinated with corporate headquarters on initiatives such as product launches or customer journey design.
- Designed and rolled out profitability-oriented processes within the group’s Tier 2 branches (Cameroon, Ghana, Algeria, Tunisia, Uganda & Senegal), leading to improved NPS scores and better delivery, return, and refund promise fulfillment rates there (+17Pts in 6 months).
- Led customer-oriented products adjustment projects alongside the Scrum Master.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Developed and implemented strategies to reduce costs, improve efficiency, and increase customer satisfaction in the region.
- Monitored regional trends, identified areas of improvement, and developed plans for growth.
Head of Customer Service & User Experience, and Co
JUMIA
Douala, Cameroon, (Central Africa)
05.2015 - 08.2019
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Set up a 25-members customer service department and designed the agents' training journey and requirement in order to maintain a continuous and swift on/offboarding process.
- Improved customer satisfaction from nearly 20% to 68% in 10 months.
- Successfully migrated the services through 2 different Customer Relationship
Management software (Zendesk → Freshdesk → Salesforce) in 3 years. - Piloted customer support activities via social media (Facebook, Twitter, Instagram,
WhatsApp) till their formal implementation into customer support management software. - Awarded the "Best Online Customer Service" at the 2016 African e-Business Show of Douala (Cameroon).
Independent Sales Agent
(CONTRACTOR)
Buea, Cameroon, (Central Africa)
01.2014 - 01.2015
- Negotiated pricing, terms and conditions of contracts with vendors from companies such as CAMTEL and JUMIA.
- Formulated policies and procedures for bid proposals and procurement of goods and services.
- Performed industry research, competitive analysis, and valuations as part of the due diligence process.
- Assessed company investment potential by examining historical trends, current activities and stated plans.
- Coordinated the preparation of documents related to mergers, acquisitions, divestitures, and joint ventures.
- Managed post-acquisition integration efforts including developing transition plans and coordinating cross-functional teams.
Education
Master of Science - Business Operations Management
University of Salford
Manchester, UK01-2025
Certificate - Google Project Management
Coursera
Online03-2023
High School Diploma -
Lycee Joss of Douala
Douala, Cameroon (Africa)06-2010
Some College (No Degree) - Political Science With International Relations
University of Buea
Buea, Cameroon (Africa)Skills
- Performance Management
- Workforce Management
- Staff Development
- Operations Management
- Business Administration
- Cross-Functional Team Management
- Time Management
- Salesforce Management
- Team Leadership
- Project Management
- Data Management and Analysis
- Budget Management
- Selling and Negotiation
- Emotional Intelligence
- Zendesk Management
- Delivery experience
- Experienced in Microsoft Office Suite (Excel, World, PowerPoint, Power BI)
Languages
French
First Language
English
Proficient (C2)
C2
Spanish
Elementary (A2)
A2
Timeline
REGIONAL DELIVERY EXPERIENCE MANAGER
JUMIA
01.2023 - Current
HEAD OF VENDOR EXPERIENCE AND OPERATIONS
JUMIA
07.2020 - 01.2023
Regional Head of Customer Experience
JUMIA
08.2019 - 07.2020
Head of Customer Service & User Experience, and Co
JUMIA
05.2015 - 08.2019
Independent Sales Agent
(CONTRACTOR)
01.2014 - 01.2015
Master of Science - Business Operations Management
University of Salford
Certificate - Google Project Management
Coursera
High School Diploma -
Lycee Joss of Douala
Some College (No Degree) - Political Science With International Relations
University of Buea
Accomplishments
- Awarded the "Best Online Sales Service" at the 2016 African e-
Business Show of Douala
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- Jumia ESG Program Certificate (November 30, 2022)
- Google Project Management (April 13, 2023)
Quote
There are two types of people who will tell you that you cannot make a difference in this world: those who are afraid to try and those who are afraid you will succeed.
Ray Goforth
Interests
HOBBIES
, Basketball (+coaching)
Swimming
Video Games & New-Tech
Reading
Languages
- French
- English
- Spanish