John Onum

Experience

• 

  Stanbic IBTC Bank plc.

  Sept 2008 - Jul 2009

  PERSONAL AND BUSINESS BANKING

  •Mobilizing deposits from Customers.•Processing loan facilities for customers.•Opening of Bank's various accounts for customers•Proactive sales of bank's products and services•Keeping log of all key issues raised by customers for proper analysis and escalation•Refer complaints received to the complaints manager and follow up on resolution.

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  9mobile

  Sept 2009 - Oct 2019

  • Cross-selling/Upselling• Marketing 9mobile Products and Services to current and potential subscribers.• Churn and retention management.• Participate in the administration of periodic customer satisfaction surveys to identify service improvement areas in the business• Bill payment negotiation• Liaise with Sales, Marketing, Product and Services teams to ensure delivery of seamless sales operations support to the sales.• Market Research, Customer profiling and Customer product requirement acquisition• Conduct win-back campaign/process for port-out subscribers• Log and address customer complaints; escalate appropriate issues and follow-up with relevant personnel to ensure proper resolution. Show less •Expert resolution knowledge in data issues for resolving internal and external customers issues.•Diagnose and resolve technical hardware and software issues.•Research questions using available information resources.•Track and route problems and requests and document resolutions.•Stay current with system information, changes and updates Advise user on appropriate action.•Improving customer centricity and loyalty via outbound, inbound calls, excellent customer care services and exceeding customer's expectations. Show less

  • Telesales, Loyalty & Retention Professional

    Oct 2012 - Oct 2019

  • Analyst, Data Helpdesk

    May 2012 - Oct 2012

  • customer care

    Sept 2009 - Oct 2012
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  9mobile

  Feb 2020 - Oct 2022

  Specialist, IT Program and Portfolio Management

  Collaboration with the client and internal stakeholders to define project objectives, deliverables, and success criteria.Development of comprehensive project plans, including timelines, resource allocation, and budget estimates.Monitoring project progress, identifying risks, and implementing mitigation strategies.Coordinating and facilitating effective communication and collaboration among team members.Building and maintaining strong relationships with key stakeholders, including project sponsors.Acting as the primary point of contact for project-related communications, addressing concerns and providing regular updates.Managing stakeholder expectations and ensuring alignment with project objectives.Allocating and managing project resources, including personnel, equipment, and budget, for optimal utilisation.Collaborating with internal teams to identify resource gaps and implement strategies.Monitoring resource utilisation and making necessary adjustments for project efficiency.Identifying and assessing project risks, developing risk mitigation plans, and monitoring implementation.Conducting regular project audits to identify areas for improvement and implementing corrective actions.Preparing and presenting regular project status reports to clients and internal stakeholders.Maintaining accurate and up-to-date project documentation. Show less

• 

  EE

  Jan 2023 - Aug 2023

  Sales Advisor

  • Handle inbound calls in a professional manner to either retain or connect a new line to the network• Always act with good conduct, ensuring our customers are given correct and relevant information ensuring their needs are met and allowing them to make an informed decision.• To meet and exceed sales targets and ensure compliance against key metrics• Deliver commercially responsible decisions in every interaction ensuring the needs of customers are met.• Undertake regular learning and development and align with company and FCA requirements• Adhere to company and regulatory policies and guideline at all times • Partaking in EE’s security vetting process whenever required Show less

• 

  BT Group

  Sept 2023 - now

  Business Partner Support

  Respond to incoming business partners' calls & emails promptly and professionally, within agreed service levels making pro-active calls where needed.Complete business partners' requests for new/additional services according to business rules and processes, within defined service levels and accuracy targets, to ‘get it right the first time’ demonstrating ownership and accountability to avoid repeat calls/follow-up/corrective actions and billing accuracy targets.Engaging with corporate and SME partners over the phone, via e-mail or chat. Building and developing relationships with these partners.Flexibility to cross-train and support with other complexities in the wider business area. Show less