Peter Nwaeke

Experience

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  MTN Nigeria Communications Ltd

  Feb 2006 - Sept 2008

  Customer Care Supervisor

  Core Responsibilities:Performance Monitoring/Evaluation: Ensuring that team members adhere to all defined operational guidelines in conformity with best practices.Conducting routine quality monitoring of team members' performance to identify and isolate developmental needsConducting feedback and coaching sessions with all team membersProject/Policy Implementation:Participation in the implementation of the call center operational plans.Ensuring prompt generation and compilation of relevant reports Acting as a change agent in the implementation of new initiatives within the business unitManaging relationship with other Call centre teams and Business functionsAncillary Responsibilities:Marketing Research: Identifying areas of business opportunities, competitors and competitive products within the Platinum Segment with a view of strategically positioning MTN to retain leadership position in the market - customer survey/research. Show less

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  2010

  Sept 2008 - Jul 2010

  Senior Customer Relationship Partner

  Core Responsibilities:Managing MTN Platinum customers.(Customers with average income spend of N100,000.00 and above monthly)Creating processes that boost increase spend of the platinum customers which add to the bottom line profits of the companyCreating end to end processes of achieving seamless relationships between customers and other units of the company.Generating successful trend analysis that emphasizes on the core-profit margins to the MTN business.Recommend corrections for product features prior to market launchDealing with new business applications, assignments on strategy and implementation, design and realignment.Manage existing customers' accounts after identifying "at risk" renewalsInstrumental in building teams - coached, led and maximized call efficiencies and performance.Relationship ManagementBusiness Intelligence Show less

• 

  MTN COMMUNICATIONS LIMITED

  Sept 2009 - Oct 2011

  Senior Customer Relationship Partner

  Core Responsibilities:- Managed MTN top 20 Corporate Accounts generating over 4billion naira annually- Created processes that boost increase spend of the corporate clients both in GSM, Data and Internet- Managed the seamless end to end query resolutions of top 20 corporate clients- Data mining and analysis- Feedback mechanisms for dual information gathering and analysis- Competitive analysis of products and services - Revenue generation through proactive intelligence gathering processes- Relationship Management- End to end account management Show less

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  MTN Nigeria Limited

  Oct 2011 - now

  Manager,Customer Relationship

  - Debt Reduction and Revenue Management- Development and Implementation of Customer Service Improvement Initiatives.- Proactive Fault Management- Develop Customer Intelligence Report and Trend analysis.- People/Technology/Process management- Reporting- Employee performance management- Business Process Outsourcing- Service segmentation- Business Intelligence- Budgeting and cost management- Service level agreement monitoring and control- Knowledge Management- Frontline Empowerment- Function as an enterprise leader, critical enabler, implementer, administrator and execution driver in business strategies operationalization- Delivering Business Plan targets, while ensuring strong team building and operational excellence in all areas - Commercial, Technical and Stakeholder Management Show less