Professional Summary
Professional Overview
Charles Koffi-Oyoua is an experienced operations and customer experience professional with a diverse background spanning the retail, logistics, and cannabis industries. He currently serves as the Manager of Customer Experience at A21 Wellness Dispensary and an Operations Engagement Manager at FedEx Ground, where he leverages his expertise to drive operational efficiency and enhance the customer journey.
Experience Summary
Current Roles
Manager of Customer Experience, A21 Wellness Dispensary (2023 - Present)
- Responsible for managing the customer experience strategy and implementation at A21 Wellness Dispensary
- Oversees the training and development of the customer experience team to ensure exceptional service
- Collaborates cross-functionally to identify and implement process improvements that enhance the overall customer journey
Operations Engagement Manager, FedEx Ground (2021 - Present)
- Collaborates with the operations team to identify and address operational challenges
- Implements process improvements and optimizations to enhance efficiency and productivity
- Serves as a liaison between the operations and customer service teams to ensure seamless service delivery
Career Progression
Operations Manager, FedEx Ground (2021 - Present)
- Managed day-to-day operations, including workforce planning, process optimization, and quality assurance
- Implemented innovative strategies to improve operational performance and customer satisfaction
Assistant Retail Manager, T-Mobile (2014 - 2020)
- Supervised a team of sales associates and provided training and development
- Drove sales and customer service excellence through the implementation of best practices
Stock Associate, Joe Fresh (2013 - 2014)
- Maintained product availability and organization in the retail store
- Provided excellent customer service and supported the sales team
Lead Leasing Consultant, The Peterson Companies (2012 - 2013)
- Responsible for managing the leasing process and securing high-quality tenants
- Developed strong relationships with clients and stakeholders
Academic Background
Charles holds a Bachelor of Arts degree in Business Administration from the University of Maryland, where he graduated with distinction.
Areas of Expertise
- Operations management
- Customer experience strategy
- Process optimization and efficiency
- Retail and sales management
- Workforce planning and development
- Cross-functional collaboration
Professional Impact
- Recognized for driving operational improvements that enhanced customer satisfaction and loyalty at FedEx Ground
- Instrumental in the successful launch and expansion of the customer experience initiative at A21 Wellness Dispensary
- Consistently praised for his ability to build high-performing teams and foster a culture of continuous improvement
Conclusion
With his extensive experience in operations, customer experience, and retail management, Charles Koffi-Oyoua is a versatile and results-driven professional who is poised to continue making significant contributions to the organizations he serves. His ability to identify and implement strategic solutions that drive operational excellence and enhance the customer journey make him a valuable asset in any industry.
