Ivy Ikpeme-Mbakwem CITSM

Experience

• 

  Airtel

  Jan 2002 - Jan 2006

  Supervisor
• 

  Intercontinental Bank Plc

  Aug 2006 - Apr 2009

  - Overseeing the operations and performance of the supervisors and agents and the different channles made available to customers.- Initiating ways to optimise the department bank wide.- Coordinating theTraining and Development, Telemarketing, Quality Assessment and MIS and Work Force management Units- Delivering customer service trainings (ad hoc duties) Oversaw the operations and performance on all channels available to customers and the outbound channels. Initiated ways to optimize and integrate with other business units of the bank.

  • Contact Centre Operations Manager

    Aug 2006 - Apr 2009

  • Call Centre Customer Services & Telemarketing Operations Manager

    Aug 2006 - Apr 2009
• 

  Bank PHB

  May 2009 - Jun 2011

  Head, Contact Centre

  - Contributed to the development of new initiatives / retail products- Facilitated periodic staff training- Staff Mentoring- Represented the contact centre on special projects / initiatives for the bank- Conducted periodic performance reviews and team meetings- Conducted interviews for new hires and initiated the selection process- Monitored customer feedback – complaints, enquiries, suggestions etc.; monitor service quality- Provided performance reports to executive management- Provided documentation of roadmap, strategies etc- Provided guidance on team effectiveness and efficiency to meet the department's objectives- Provided technical expertise and lead on Contact Centre Technology- Constantly liaised with key internal stakeholders and 3rd party vendors; influencing key groups within the bank; raising department's awareness within the bank- Advised executive management on the direction for provision of customer service as well as the applicable technology / applications to drive growth, effectiveness and efficiency Show less

• 

  Mobitel Nigeria

  Jun 2011 - Oct 2012

  Manager, Customer Care

  Responsible for the overall customer service experience, designing, developing, operating, and optimizing capabilities to bolster and ensure high levels of customer satisfaction. Project managed the Call Centre implementation and staff recruitment in 3 weeks that resulted in 70% cost savings.

• 

  Panaftel Wireless

  Oct 2012 - Jan 2015

  Set-up the Customer Service Department with development of Standard Operating Procedures, initiated ways to manage and reduce churn and also to convert customers to services with greater returns. Managed the Service Delivery process to ensure that the end user is not just satisfied but has delightful experience.As HOD Networks, I have been able to drive our Technical Offerings from Products, Processes and People perspective and we have worked with other stakeholders such as Sales, Billing and Resellers to develop business solutions for SME, Enterprise and Individuals. In addition, I have managed several installation projects and managed service delivery that has ensured Customer Advocacy and increased business. Show less I identify and evaluate new business opportunities the would need asset management solutions via RFID Technology. I develop new business opportunities among segments like Oil & Gas / Finance / Manufacturing / Hospitality / and develop a customer pool and maintain the customer database. To achieve this, building and maintaining of relationships is very critical to ensure business prospects sign on to first a POC before a full scale project. I lead high-level network negotiation and contracts, conduct market intelligence and define strategies for product development pricing and roll out and involved with the Project Management to achieve Clients desires.My other role as Service Delivery Manager is to ensure that enterprise customers (protective and active) have a great experience during the entire customer life-cylce. I ensure the service levels agreed to are adhered to, projects are delivered within agreed times and expected quality achieved. I also ensure that I deliver within agreed cost of project. Show less

  • HOD Customer Care and Acting HOD, Networks

    Oct 2012 - Jan 2015

  • Business Development Manager (Asset Management Solutions) & Service Delivery Manager

    Oct 2012 - Jan 2015
• 

  UBA Group

  Nov 2016 - Apr 2019

  Customer Experience Manager, Africa

  • Oversaw the daily operations of service heads across 18 African countries.• Established and managed the Bank’s Hybrid Contact Centre Model, connecting 19 countries.• Directed multiple contact centre teams across Africa, improving First Contact Resolution, Average Handling Time, and Agent Utilization.• Led telemarketing campaigns in Africa, driving substantial deposits and mobilizing funds.Key Achievements:• Increased user adoption of the Group Response Portal from 1,300 logs per quarter to over 9,800 logs per month across the 18 African Countries.• Achieved a 70% success rate in Chatbot AI responses.In addition, I was involved in the following projects:• Project Leader – IVR Enhancement• Project Leader – CFC Quality Scoring Improvements• Project Member – CFC Gamification Implementation• Project Member – Customer Journey Mapping (Anchored by KPMG) Show less

• 

  Africa Prudential Plc

  Apr 2019 - Dec 2023

  • Successfully launched a the i-Academy product that attracted 5,748 applications within 3 weeks in January 2023.• Successfully managed a N52million training budget, ensuring efficient resource allocation and a 5% cost reduction through strategic vendor negotiations and re-engineering of processes.• Trained 29 trainees, Achieved a 93% trainee retention rate by the end of the 9-month training period.• Organically grew global social media followership from 488 in January to 5,129 by December.• Achieved a 90% CSAT rating for the overall program and an 86.4% Facilitator CSAT rating.• Developed two Minimum Viable Products (an Application Portal and a Learning Management System), demonstrating the high quality of training provided to our trainees). Show less • Directed customer service delivery, optimizing CRM functionalities, and enforcing quality standards to enhance customer engagement.• Developed onboarding strategies, post-onboarding support, and customer retention programs, reducing churn by 45%.• Led initiatives to optimize user experience on digital platforms, achieving high customer satisfaction ratings.• Led digital transformation and change management initiatives, increasing user adoption of technology and automation within the organization.Key Achievements:• Increased customer adoption rates by over 50% on digital channels.• Achieved 17M+ OPEX and CAPEX savings in 2020. Show less

  • Director Programmes, i-Academy

    Nov 2022 - Dec 2023

  • Chief Experience Officer

    Apr 2019 - Dec 2023
• 

  Heirs Technologies

  Jan 2024 - now

  Vice President, i-Academy

  • Successfully developed and implemented training programs that are aligned with Heirs Technologies objectives by leveraging partnerships with CompTIA and other learning organizations.• Designed a free 6-weeks hybrid learning model for online and in-person training for 50 candidates. in 14 different states in Nigeria, via our signature Supplementary Technical Engineering Program (STEP). • Managed the end-to-end launch of application and selection drive for our STEP that attracted 2,725 applications within one week, and also the curriculum development, stakeholder alignment, and training delivery, resulting in a 40% job placement rate for participants.• Spearhead training programs to build a skilled talent pipeline supporting Heirs Technologies' partnerships with leading OEMs and service offerings in IT Consulting & Transformation and IT Managed Services.• Collaborate with the OEMs to design and execute OEM specific certifications to achieve partnership level growth for the organization.• Expand i-Academy’s training offerings and target audience• Lead the development and delivery of change management training programs aimed at improving client productivity.• Monitor and evaluate training effectiveness by analyzing key metrics, trends, and performance indicators to ensure continuous improvement.• Handled budget planning and management, ensuring efficient allocation of resources as well as cost saving opportunities. Show less