Enoch Ablorh

Experience

• 

  Airtel Ghana Limited

  Sept 2015 - Feb 2018

  • Conducted thorough testing on all Airtel’s existing products and services daily which ensured the efficient and healthy functioning of all Airtel existing products and services.• Validated customer contact log activities via Airtel franchise shops across the country which aided service payments, business forecasting and analysis.• Conducted testing on all new Value-Added Services (VAS) which has increased VAS revenue due to the simplicity of the services to customers.• Monitored Airtel Care App and Website page which ensured updated and correct information.• Conducted audit on Product Knowledge among all frontline executives which helped close gaps in Knowledge among frontline executives. Show less

  • New Products and Testing Executive

    Oct 2016 - Feb 2018

  • Associate Quality Assurance, Product Testing & Knowledge auditor(National Service)

    Sept 2015 - Sept 2016
• 

  AirtelTigo ghana

  Mar 2018 - May 2022

  • Planned and executed all customer experience projects.• Conducted pre and post-live testing on all new products and services to ensure our products and service conforms to our STR values.• Coordinated with product owners and other relevant stakeholders to train touchpoint employees on new products and services and to ensure continuous update of knowledge and skills.• Identified, reviewed and re-engineered customer pain points on products and services to improve customer experience on our network.• Derived customer interactions via traditional channels to self-care channels.• Ensured the utilization of our self-service activities by creating awareness via the various broadcast channels such as social media and SMS. Show less • Conducts pre and post-live testing on all new products and services to ensure products and services conforms to our STR values.• Identify, review and re-engineer customer pain points on products and services to improve customer experience on our network.• Monitor VAS products bi-weekly to ensure they are functioning as expected.• Prepare and publish weekly and monthly Interactive Voice Response (IVR) report which aids in the continual improvement of our self-service options.• Escalate complaints on Products and Services from Customers received at all customer touch Points to relevant stakeholders for prompt resolution. • Ensure the utilization of our self-service activities by creating awareness via the various broadcast channels such as social media and SMS. Show less

  • Product and Service Experience Manager

    Dec 2021 - May 2022

  • Product Experience Executive

    Mar 2018 - Nov 2021
• 

  AT Ghana

  Jun 2022 - now

  Commercial Product Launch Manager

  • Drive delivery of allocated projects across marketing product teams to hit agreed timescales, specifications, and budget.• Engage and manage marketing teams to deliver end-to-end, from defining first concept, through detailed definition, business case approval, development, and launch.• Engage technology on feasibility of new product, Revenue Assurance on risk assessment, FP&A on financial remarks and CX on testing of products.• Produce regular progress project reports for stakeholders and internal customers.• Responsibility for driving delivery of multiple critical projects in parallel for the marketing department.• Develop project plans that are comprehensive but not over-detailed in the early stages of each project.• Support product managers in the selection of new marketing technologies.• Proactively engage stakeholders when appropriate to help overcome delivery obstacles. Show less