Nsikan Ekaette

Experience

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  MTN Nigeria

  Apr 2010 - Jan 2012

  • Worked as part of the leadership of an assigned team of 40 Customer Care Representatives (CCRs) at the company’s mega call centre facility in Jos. • Served as resource person for the team, filling knowledge gaps and providing training and clarifications as necessary in respect of the company’s products and services.• Disseminated and encouraged access and utilisation of up-to-date products and services information resources by CCRs for accurate and effective education of customers. • Established knowledge gaps for training intervention through review of the team’s performance in the routine monthly computer based knowledge assessment exercise.• Mitigated poor customer service delivery by ensuring the team’s compliance with quality guidelines and coaching of defaulting CCRs.• Prepared relevant sundry reports for the team as required.• Participated in meetings, trainings and evaluations of the Knowledge Management (KM) Unit.• Resolved customer queries that were beyond the scope and capacity of frontline CCRs.• Accounted for the team’s actual productivity loss due to network downtimes to enable Management account for deviations in Service Level Agreement (SLA).• Assisted with hands-on training of new CCRs attached to the team.• Assisted with general management of the team, including ensuring good work schedule adherence, compliance to quality assurance guidelines, productivity monitoring through call data analytics, team motivation and bonding initiatives etc. Show less • Handled in-bound and outbound phone calls at the company’s largest call centre facility.• Attended to customers’ enquiries and requests and resolved their queries in a timely manner.• Marketed the company’s products and services effectively to customers as well as received and processed their orders accordingly.• Provided support to customers on the use or application of the company’s products and services.• Escalated second-line and universal support issues for timely resolution by appropriate support or backend teams.• Obtained customer feedbacks on the company’s products and services for improved customer experience.• Logged customer’s service requests and updated customer data on the company’s Customer Relationship Management (CRM) systems in line with the company’s KYC Policy.• Compensated customers within approved limits in the event of losses, inconvenience or dissatisfaction with any of the company’s products and services.• Assisted newly recruited CCRs with real-time hands-on customer care training during on-boarding.• Worked as part of a team to meet required targets (KPIs & SLAs) Show less • Worked as part of Knowledge Management (KM) team at the company’s mega call centre.• Coordinated knowledge-related activities of 8 parallel teams comprised of a total of 320 Customer Care Representatives (CCRs).• Supervised and appraised the knowledge champions assigned to all 8 CCR Teams under my hub. • Collated and analyzed sundry reports for the respective CCR Teams under my supervision.• Facilitated, managed and coordinated trainings, knowledge sharing, assessments and other related activities for my hub and the call centre.• Managed the dissemination and use of information resources for quality and effective customer service delivery.• Coordinated hands-on training of newly-recruited Customer Care Representatives under my hub.• Resolved customers’ queries requiring second-line attention.• Promoted quality assurance in customer service delivery of employees through coaching and the enforcement of established plans, policies and procedures. Show less

  • Knowledge Champion (Value Products)

    Mar 2011 - Jan 2012

  • Customer Care Representative

    Jun 2010 - Jan 2012

  • Team Lead (VP Knowledge Champions)

    Apr 2010 - Jan 2012
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  JAMUB GLOBAL SERVICES LIMITED (JAMUB GROUP)

  Jan 2012 - Oct 2018

  • Coordinated a skills development and empowerment project involving beneficiaries of the Presidential Amnesty Programme (PAP) sponsored by the Federal Government of Nigeria and executed in collaboration with Innoson Group of Companies.• Oversaw the training and empowerment of 600 participants in technical vocational skill areas related to the automobile industry.• Led the composite project management team comprised of project managers from my company and the collaborating company.• Designed and managed all processes and workflows relating to the implementation of the project for achievement of the project’s objectives.• Ensured good management of project finances with proper accounting of same.• Ensured proper maintenance and management of assets including tools, equipment and vehicles deployed during the execution of the project.• Ensured requisite provisions to guarantee maximum welfare, safety, security and good health of the project’s beneficiaries as well as of project management team members.• Ensured preparation and availability of requisite project reports.• Ensured proper monitoring and evaluation of the project for quality assurance purposes• Ensured strict enforcement of policies, rules and regulations governing the project to ensure smooth implementation of the project. Show less

  • Project Coordinator

    Dec 2015 - Oct 2018

  • Business Development Manager

    Jan 2012 - Dec 2015
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  SchoolMe Investment Services (Jamub Group)

  Oct 2018 - Jul 2021

  Business Operations Manager

  • Overseeing all departments/units and managing resources for achievement of the corporate goals.• Setting targets and KPIs for all departments/units provide proper guidance and support• Coordinating overall business development activities with a view to drive sales and business profitability.• Ensuring excellent financial management and proper accountability for all resources.• Ensuring availability and implementation of brand management strategy• Directing researches and business analytical activities necessary for managerial decision making.• Promoting new product development to achieve market competitiveness.• Implementing strategic plans and ensuring policy compliance for the achievement of the corporate vision.• Ensuring diversification of the business in line with the corporate growth plan.• Ensuring adequate staffing, capacity development and talent management.• Monitoring employee productivity through ensuring the operation of a functional appraisal system• Ensuring efficient management of customer experience to achieve customer loyalty and retention for the business.• Ensuring that business operation is in line with statutory and regulatory compliance and the company is socially responsible. Show less

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  Jamub Group

  Jul 2021 - now

  Group Head Human Capital & Operations