Experience

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  Mtn benin

  Jun 2009 - Apr 2019

  - Developed a highly cost- effective model for retail stores footprint extension that resulted into 600% increase of retail stores footprint, 400% decrease in average waiting time and 15,000,000 $ Capex saving and 5,000,000 $ Opex saving in one year.- Designed customers complaints management process leading toreduction of average complaint resolution time by 150%.- Launched a sales force of 20 dedicated high value account managers for top 100K customers, which led to +25% data penetration increase, +20%Mobile M oney active users increase and +20% Net Promoter Score increase within the segment. Show less

  • Customer Experience & Projects Manager

    Jun 2017 - Apr 2019

  • Customer Experience Project Manager

    May 2014 - May 2017

  • Consumer Segment Coordinator : Youth and mass market

    Feb 2013 - Apr 2014

  • Products Coordinator: Data & Multimedia

    Jun 2009 - Jan 2013
• 

  Mtn benin

  Aug 2020 - now

  - Led the team with highest employees Net Promoter Score : 100% within the company.- Defined & implemented customer experience strategy resulting into leadership on Net Promoter Score.- Customer service digitization strategy definition and execution which led to 50% traffic absorption by digital channels and 500K MyMTN (application for service) new downloads year on year.- Led customer services agent training journey digitization with the launch of mobile application.- In charge of major digital projects implementation such as : chatbots,omnichannel and 360° view of customers. Show less - Led a team of 171 persons with the highest employees engagement score (93%) within the company.- Defined and implemented customer experience strategy that resulted into consistent differentiation from competition with +12% relative Net Promoter Score growth year on year.- Achieved 120% of commercial targets assigned to the department.- Implemented cost efficiency strategy with new operating model project resulting into 50K customers visited & 15% Opex saving in 3 months.- Achieved the highest risk maturity score within the company. Show less

  • General Manager Customer Experience & Services

    Sept 2023 - now

  • Acting General Manager Customer Experience & Services

    Jun 2022 - Sept 2023

  • Customer Experience Senior Manager

    May 2019 - May 2023

  • Acting General Manager Customer Experience & Services

    Aug 2020 - Feb 2021