Chike Okoye

Experience

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  Alitalia Airlines

  Dec 2002 - Oct 2003

  Customer Relationship Management Manager

  Generating information on market trends and identifying target markets for the airline.Sought for clients (corporate and individual) for the company’s range of services.Maintenance of existing relationships between potential and existing corporate clients.Coordinating Alitalia’s Frequent Flier Program (The Premium club & Millemiglia).Calculating incentives for travel agents and general sales agents.Visa and Transit visa facilitation.

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  Airtel Nigeria

  Oct 2003 - Dec 2009

  Manager Customer Care Operations

  Work with the relevant departments to design and implement short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirementsInvestigate CRM incidents and escalate to appropriate problem/service ownersResponds to all escalated customers’ queries and complaints, and ensuring resolution.Establish and Monitor compliance of Service and Operational level agreements.Managing IT Service Management tools including the capacity to develop service and support processes and enhance workflow.Manage customer’s expectations to ensure that the quality of service delivered matches those expectations and requirement.Establishes and maintains SLAs for all services to ensure that components are designed and delivered to meet the targets contained within the SLAsManage service level agreement with internal customers, highlighting breaches Show less

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  Grand Verde Ltd

  Feb 2010 - Dec 2012

  Manager of Sales

  Marketing, Loyalty Management

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  Galaxy Backbone

  Jan 2013 - Apr 2013

  Service Manager

  Planning and developing Customer Support mission and objectives and determining how they will be accomplished to meet set service levels.Establish and Monitor compliance of Service level agreementsEstablish operational level agreements with business, Support and resolution unitsWork cross functionally to articulate and lead the deployment of a business/operations support system (B/OSS) for the company.Managing IT Service Management tools including the capacity to develop service and support processes and enhance workflow.Monitoring and measuring individual and team performance.Reviewing and updating Customer Cares Processes and Procedures Monitoring and maintaining response time objectivesForecast and analyse trends Prepare Reports on Customer unit Performance Show less

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  Glaxy Backbone Limited

  Apr 2013 - Aug 2023

  Business Relationship Manager, Sales

  Manage business relationship with CustomersDevelop more business opportunities from the customer (Up sell to the customer from a consultative selling approach)Proactively developing and retaining key customer accounts.Coordinate client services managers and respond to opportunities by providing products and services to the customer in the public sectorSales of company services (Connectivity, Consulting/Solutions and Data Centre Services) Seeking out, establishing and maintaining relationships with operational contacts and decision makers within each client environment.Work with the relevant departments to design and implement short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirementsEstablish Service level agreements with support units. Show less

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  Galaxy Backbone

  Sept 2023 - now

  Head Public Sector Sales

  As Head Public Sector Sales, I explored and penetrated new market segments, securing contracts with three previously untapped MDAs, contributing to revenue growth. I successfully upsold premium services to a number of existing clients, resulting in a 25% increase in their annual contract value.