Vincent Akal

Dedicated Customer Experience communications team lead and successfully ensured a

seamless end-to-end order processing for both the forward and the reverse processes. This

greatly improved the adherence to the company’s SLA.

Previously I served as the Regional Head of Customer Service (Jumia Prime) successful at

increasing monthly customer retention rate by over 15%, a double figure of the previous

regime using insightful strategies and aggressive service development.

Skilled at understanding customer and employee requests and meeting needs.

Further success by strengthening staff training, streamlining the systems, and facilitating

sales techniques.

Customer Experience Communications Manager

Dec 2022 to Current

Jumia Kenya － Nairobi, Kenya

• Compiling a daily report on where we stand with the number of returns pending on

the queue.

• Following up on the pending packages with the relevant stakeholders to ensure that

the process is flowing, and we eliminate any blocker that may lead to the delay in

the processes.

• Raising an alarm when there is a delay and coming up with a solution for such

delays to avoid a repeat.

• Ensuring that action is taken for non-compliance both for CS agents and the

delivery agents.

• Ensuring that the customer satisfaction survey and the NPS are above 90% on a

monthly basis.

• Coming up with new projects to improve service delivery. For instance, the

introduction of Wonder Share Edraw Max for process mapping.

Regional Head of CS (Jumia Prime)

Jan 2022 to Dec 2022

Jumia Group － Nairobi, Kenya

• Responsible for the Prime subscribers' retention routine performed by the agents.

Devolved the calls to the local agents, a move that pushed our retention from 10% to

over 27% on average.• Oversee the agents' performance on the tasks assigned to them. Introduced quality

analysis to the calls with regular training and refreshers to improve the agents'

customers' conversations

• Create plans and communicate deadlines to complete projects on time.

• Explore and create new ways to resolve problems with processes, technology, or

team members to improve overall efficiency. Devolved the Prime issue resolution to

the local agents with a weekly regional meeting to tackle the pending issues.

• Prepare a range of written communications, documents, and reports on a monthly

basis on retention, feedback, and challenges.

• Train and mentor agents/staff to maximize team performance. Revamp of the

scripts and our Terms and Conditions for clarity.

• Resolved customer queries and problems using effective communication and

providing step-by-step solutions.

Jumia Prime Team Lead

Nov 2020 to Jan 2022

Jumia Kenya － Nairobi, Kenya

• Achieved the Jumia Prime service-level agreement (SLA) on issues by providing a

prompt response to the issues reported.

• Demonstrated outstanding product knowledge to achieve high customer satisfaction

levels.

• Achieved 200 outbound calls and over 80 emails per day with only 2 agents.

• Updated the agents' database on a weekly basis and maintained the excel formula

used in it.

• Prepared a weekly report on the Jumia Prime agents' performance.

• Managed complaints with calm, clear communication and problem-solving.

• Enhance a good working environment for my agents by being readily available to

address their issues and motivate them frequently.

• Reduced Jumia Prime complaints by more than 50% by giving the customer lasting

solutions to their issues.

Customer Service Agent

Jun 2018 to Nov 2020

Jumia Kenya － Nairobi, Kenya

• Collaborated with a team of 50 customer service professionals to deliver outstanding

advice and support.

• Handled complaints calmly and professionally, providing appropriate solutions to

promote continued customer satisfaction.

• Supported customers experiencing technical difficulties by quickly identifying

issues, qualifying customer expectations, and conducting troubleshooting to achieve

timely first-time resolution.

• Addressed customer service inquiries quickly and accurately.

• Built rapport with customers through courteous and professional communications.

• Resolved customer queries over the phone and by email.• Handle 120 inbound calls and over 80 60 emails per day.

• Pioneered the sales department in Jumia Kenya, a department that was outsourced

and performed well leading to the recall of the routine back to inhouse.

• Resolved the Jumia Prime issues as an agent, a role that I performed so well leading

to my promotion to the position of Jumia Prime Team Lead

Bachelor of Commerce, Banking and Finance

Graduated in 2018

Kisii University － Kisii

• Relevant Module

1. Economics

2. Business Finance

3. Business law

4.Marketing

5. Accounting

Achievement 

• Member of the university volleyball team. Led the team to the East Africa Volleyball