Itohan Kukoyi

Experience

• 

  MTN Nigeria

  Jan 2014 - Apr 2017

   Managed a project team of Outbound Customer Service agents. Collated and analyzed data from surveys for Business Intelligence. Designed a customer complaint resolution system that ensured better monitoring and sped up resolution. Performed market research surveys among client base to seek feedback on products, services, experience via NPS scoring and surveys targeted at various segments. Prepared monthly report of team’s performance to relevant authorities along established guidelines. Show less  Awarded MTN Nigeria CR Top Performer 2015 due to team leadership, organizational behavior and strong work ethic. Managed a team of 14 - 24 people in the Customer Relations department. Analyzed data and statistics to ensure that internal and external SLAs were met; reflecting same in reports to management. Deputized for immediate manager, managing the location in his absence. Trained and supervised customer service representatives, coordinated work schedules which ensured coverage and smooth office operations. Designed a template that tracked teams’ efficiency during work schedule. Ensured ongoing and consistent customer satisfaction by providing on-time delivery and follow-up. Show less

  • Team Lead Supervisor, Customer Relations (Campaign Management)

    Nov 2016 - Apr 2017

  • Team Lead Supervisor, Customer Relations

    Jan 2014 - Oct 2016
• 

  Sotaria Agency

  Sept 2017 - now

  • Set goals and developed plans for business and revenue growth.• Managing day-to-day operation.• Identified new opportunities for growth.• Researched prospective accounts in target market.• Followed up with leads.• Developed quotes and proposals for prospective clients.• Trained business development staff.• Attend industry events and meetings.• Design business strategies and plans to meet company goals.• Led to the creation and launching of 29+ WordPress based websites.Business ManagerSOTARIA AGENCY Show less • Managed day-to-day operation.• Subcontracted web development in technologies such as JavaScript.• Led customisation WordPress themes with JavaScript, HTML and CSS.• Monitored website performance and troubleshooting for WordPress issues.• Managed client WordPress website backend issues, including plugins and analytic issues.• Performed analysis on SME websites and blogs utilizing Google Analytics to improve traffic by 15%.• Built and manage digital properties including the website www.sotariaagency.com and blog, and coordinate social media presence, including Facebook and Twitter and Instagram.• Provided web design and maintenance services to companies and individuals.• Provide web design and maintenance services to companies and individuals.• Educate and train new employees. Show less

  • Lead Consultant

    Oct 2018 - now

  • Business Development Manager

    Dec 2019 - Dec 2021

  • Business Manager

    Sept 2017 - Dec 2019
• 

  App Hub

  Sept 2021 - Oct 2024

  Product Manager

  • Leading product team that is in the alpha stage of Phone app development• Creating product stories and established acceptance criteria based on information gathered• Refreshing all current marketing collateral and targeted approach to all consumer-facing materials.• Developed a new website ajohybrid.com for start-up to serve as landing page • Implementing digital marketing process with knowledge of e-commerce system and content management system• Monitoring market and competitor trends, and analyzing customer feedback data• Providing input on strategic initiatives that define the product roadmap.• Engaging in product development projects to hand over requirements, preview design and review test cases to ensure deliverables satisfy product requirements.• Providing input to the development of marketing collateral, sales tools and demonstration scripts.• Researching and documenting competitive threats and related industry news. Show less