Years of experience: 19

πŸ§‘β€πŸ’Ό C-level ExecutiveExpansionAdvisorStrategy and Product growthCOOStrategic management

Trust Score

Highly reliable; strong professional involvement.

70%
Namita's Career Path
Director Customer Experience & StrategyJan. 2023 -
Sep. 2023
Mumzworld.comDirector Customer Experience & Strategy
Dubai, United Arab Emirates Β· HybridResponsibilities: Directed & undertook large-scale, complex programs with a focus on technology transformation; verifying project/program progress & outstanding issues and ensuring the quality & timeliness of deliverables; defining standard practices and preparing weekly & monthly progress analysis using earned value method, various reports, review change, variation order & customer’s claims ...
Director, Group Head of Customer Operations Aug. 2022 -
Jan. 2023
Jumia GroupDirector, Group Head of Customer Operations
Dubai, United Arab Emirates Β· HybridLed a customer service transformation across 13 African countries at Jumia, overseeing 3000 agents and implementing performance metrics, achieving a 20% increase in overall customer satisfaction scores within one year. Facilitated strategic discussions with senior leaders, resulting in a 15% increase in cross-functional collaboration and faster decision-making. Enhanced the Inbound QC process...
Central Head of Customer ServiceJul. 2021 -
Aug. 2022
Jumia GroupCentral Head of Customer Service
Dubai, United Arab EmiratesEveryday demonstrating my ability to problem-solve and deep-dive on complex challenges by leveraging data as a key parameter for decision-making; i am attracting and retaining customers across 11 African countries. I am in process of bringing impactful digital transformation in customer service by executing multiple turnarounds and reorganisations in Jumia call Centers across Africa - Middle ...

Namita's Posts

  • How I can help you

    Specializing in market research, my services include identifying key demographics, analyzing industry trends, and assessing market demand. I provide strategic development, defining both short-term and long-term goals, and crafting a unique value proposition. By advising on suitable e-commerce platforms and CMS, I ensure the technology aligns with your business needs and goals.

  • People I am looking for

    I offer 18 years of e-commerce experience, combined with a Master's degree in Information Technology. My portfolio includes successful management of e-commerce operations for leading platforms like Jumia and Snapdeal, and implementation of cost-saving projects. Choosing my services gives you not just a consultant, but a strategic ally committed to your success in the e-commerce landscape.

  • Experience & Cases

    I aim to assist a range of clients from startups needing guidance in setting up operations, to small and medium enterprises seeking to scale. I offer expertise to e-commerce platform developers, companies aiming for global expansion, consultancy firms, and businesses experiencing customer experience challenges.

  • How to contact

    If you're interested, please fill the form. P.S. If you know a right person, please make an intro or share with him/her the link to this page.

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