Innocent Enede

Experience

• 

  MTN Nigeria

  Apr 2008 - Sept 2016

  • Coordinated the training, development and coaching of 5 different Teams of over 100 Customer Service Representatives to improve performance across customer channels• Formulated and enforced Call Center policies, procedures, quality assurance measures and training materials. Helped in mapping customer journeys and creating customer support strategies• Assisted in creating detailed product website/tool called Simplified Work Tool and GET It Portal that reduced average call time.• Worked with upper management to ensure appropriate changes to improve CSAT and NPS ratings, IVR restructuring, security number generation policy change • Radio Presentation of MTN products and service at Metro FM, Bond FM and Radio One FM• Led regular team meetings for continuous improvement and ensure proper information flow with key stakeholders• Developed effective relationships with all call center departments and cross functional teams through clear communication• Calibrated calls to ensure adherence to quality standards, ran reports and supplied data to fulfill customer report requirements Show less • Helped in troubleshooting and timely resolution of customers’ issue on MTN products and services which improved customer experience and made email contact customer preferred channel at the time • Effectively managed customer complaints from NCC and CPC, saving the business millions from numerous litigations through exceptional service delivery• Collaborate with cross-functional teams to ensure customer satisfaction• Promotion of MTN products and services via campaigns including newsletters preparation and broadcast• Participated in the creation of other social media channels (web portal live chats, twitter, facebook and WhatsApp) Show less • Provided accurate and appropriate information in response to customer inquiries in the call center.• Demonstrated mastery of customer service call script within specified time• Improved customer ratings of MTN customer service.• Addressed customer service inquiries in a timely and accurate fashion.• Maintained up-to-date records at all times while cross selling and upselling MTN products and service.• Provided cross training to many new Staff members.• Adopted the quality control guidelines, QCG while interacting with MyCustomer. Show less

  • Customer Support Team Lead

    Dec 2013 - Sept 2016

  • Customer Care Representative (email contact management)

    Apr 2011 - Dec 2013

  • Customer Care Representative (contact center)

    Apr 2008 - Apr 2011
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  MTN Nigeria

  Feb 2020 - Feb 2021

  • Supervise activities of customer facing channels on quality-of-service delivery and customer experience.• Assist in design of quality criteria guidelines, benchmarks, and improvement of quality standards.• Data mining, analysis and reporting on customer behaviors and revenue trends, leveraging big data warehouse, Customer Intelligence unit, IT Team, to provide improvement recommendations for key stakeholders• Coordinate voice of customer engagements/surveys, and perform root causes analysis to identify pain points, support gaps, impact on revenue, own the issues and ensure prompt resolution• Promote, cross sell, and upsell MTN products and services through campaigns across customers segments• Monitor and provide support on customer relationship management, product, and campaign performance Show less • Participate in the design, development, management, and monitoring of MTN products, services, and applications that meet customer requirements in the project management lifecycle • Collaborate with VAS Planning, Service Creation, CR, IT and NWG planning teams to ensure deep understanding of the configuration possibilities for product features and quick deployment• Ensure adherence to defined policies, procedures and quality standards as agreed within the department.• Drive and participate actively in FUTs, UATs and ensure product specifications sign off and UAT reports.• Delivery support in the promotions of MTN products and services across the regions and market segments via road shows, outbound campaigns• Conduct customer surveys and produce reports for informed business decision on MTNs new and existing products while monitoring new telecoms products and initiatives by competitors • Provide information packs and FAQs to guide the deployment and use of new products and services Show less

  • Operations Support Analyst (supervisory)

    Oct 2016 - Feb 2021

  • Analyst, Core Product Development (job rotation)

    Feb 2020 - Aug 2020
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  Tek Experts

  Mar 2021 - Mar 2023

  • Build, manage and develop high-quality Technical Support Team (over 100 headcounts) to deliver exceptional service to our clients across the globe, exceeding targets• Act as a key business leader, point of contact for customers, delivery teams and other key stakeholders, reviewing business processes and workflow for continuous improvement• Coaching Team members to support their personal development and improve service• Produce timely reports of activities, departmental targets, KPIs using data management skills• Payroll management, absences, timecard approvals, daily scheduling, recruitment and training Show less • Plan, conduct quality monitoring and evaluation of customer interactions to identify gaps and provide improvement strategies, ensuring adherence to defined policies, processes, procedures and quality standards for best customer experience and operational excellence.• Assist business leaders to gather, analyze data and create weekly, monthly, and other ad-hoc reports to management during meetings on service performance• Drive project management initiatives and implementations (using Lean Six Sigma and Agile Methodologies), ensuring proper documentation and updates• Training of support engineers on customer excellence best practices across channels.• Collaborate and maintain relationships with key stakeholders to create and lead implementation of data-driven, actionable recommendations using continuous improvement frameworks Show less

  • Team Manager - Azure Cloud Services

    Jul 2022 - Mar 2023

  • Quality Assurance Analyst

    Mar 2021 - Jul 2022
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  Avetium Consult Ltd

  Mar 2023 - now

  Product Manager

  • Lead product team to deliver modern and fit-for-purpose IT solutions• Work with data pipelines, algorithms and automated systems to drive product launches, while working with Marketing, Sales, developers, solution delivery and other cross functional teams• Develop product pricing and positioning strategies