Harrison Osiezagha

Experience

• 

  MTN Nigeria

  Jul 2009 - now

  Data Analysis & Customer Insights: Leveraged Power BI and SQL to analyze and interpret customer data, identifying key trends and generating actionable insights that improved customer propositions and drove business decisions, improving customer satisfaction by 15%. Developed weekly, monthly, and yearly reports for business reviews, providing critical data-driven updates to leadership.Customer Experience Enhancement: Conducted deep-dive analyses of customer complaints to identify root causes and recommend effective resolution strategies. Successfully improved customer satisfaction rates by implementing data-driven strategies to enhance frontline team performance.Product Development & Launch: Collaborated closely with the Product team, providing updates on initiative progress, development, and acquisition frameworks tailored for the High Value Segment. Played a key role in developing and launching customer-centric product features through effective User Acceptance Testing (UAT) processes, ensuring high-quality adoption within the targeted segment. Conducted post-implementation testing and UAT for new products and applications to validate customer-centric solutions.Cross-Functional Collaboration & Communication: Partnered with the Brand and Communication team to identify and utilize effective channels for communicating initiatives, driving customer awareness and engagement. Collaborated with cross-functional teams to enhance product and service delivery, ensuring alignment with customer needs and seamless product launches.Training & Development: Designed and delivered knowledge-sharing sessions to up-skill front line staff, enabling improved customer engagement and first-call resolution.Process Improvement & Reporting: Designed and implemented innovative reporting frameworks, which streamlined processes and reduced reporting time by 25%. Show less Customer Onboarding & Engagement: Led customer onboarding efforts, utilizing functional strategies to build and maintain strong customer relationships. Developed and executed onboarding campaigns across multiple channels, collaborating with internal and external stakeholders to create engaging and effective onboarding experiences.Campaign Performance & Optimization: Continuously analyzed campaign performance using data-driven insights, implementing improvements to optimize results and drive ROI. Utilized SQL and Excel/Power Query to retrieve and clean data for analysis.Stakeholder Management & Collaboration:Collaborated with the functional lead to review and align onboarding strategies with internal and external dynamics. Worked closely with GTM and Sales teams to ensure consistent messaging across all digital channels. Collaborated with cross-functional teams (creative, content, web development) to align MoMoPSB initiatives with overall strategic goals.Operational Support & Issue Resolution: Served as the primary point of contact for daily operational issues, escalating critical problems to the functional lead to minimize negative impact. Performed daily system checks on MoMo registrations and reviewed MoMo agent and customer documents for account tier upgrades. Show less Debt Recovery & Target Achievement: Successfully managed the tracking and resolution of actionable plans and commitments from Enterprise Business against high-risk accounts, consistently achieving debt recovery targets for assigned portfolios (minimum of N200,000 recovered monthly). Ensured timely debt set-off from MTN suppliers before month-end.Delinquent Account Management: Effectively managed queries arising from delinquent debtors reported to the bureau and debt recovery agency, resolving issues and minimizing financial losses. Reviewed systems to ensure prompt suspension of defaulting customers and blocking of individual consumers as needed.Collaboration & Stakeholder Management: Collaborated with Strategic Business Units to ensure a seamless debt collection process. Partnered with these units to validate data for upload on the credit bureau platform by the 15th of each month.Reporting & Analysis: Provided detailed weekly, monthly, and ad-hoc reports on product performance, recommending actions to enhance product positioning, sales, and profitability based on customer feedback. Generated credit performance reports indicating the aging of debts past 30 days and collections. Show less User Acceptance Testing (UAT) & Defect Management: Spearheaded User Acceptance Testing (UAT) for new product releases, meticulously documenting defects, identifying bottlenecks, and executing test cases. Maintained defect databases for known issues, ensuring comprehensive tracking and resolution.Agile/Scrum Expertise: Operated within Agile and Scrum frameworks, contributing to weekly releases and well-organized sprints. Documented testing procedures for developers and future QA use, promoting team efficiency and knowledge sharing.Integration Testing & Vulnerability Analysis: Gathered data on integration issues and vulnerabilities, reporting findings and recommending improvements to enhance product stability and security. Monitored the resolution of bugs, rigorously tested fixes, and provided valuable QA perspective to developers to address ongoing problems.Functional & Compatibility Testing: Tested the functional and compatibility aspects of new products and updates, comparing them against existing products to ensure seamless transitions and maintain product quality. Show less Customer Feedback & Service Improvement: Coordinated closed-loop feedback surveys and customer satisfaction surveys to gather customer insights and identify areas for service delivery enhancement. Used these insights to drive improvements in customer experience.Customer Support & Query Resolution: Provided timely and effective resolution of customer queries (prepaid and postpaid), ensuring prompt feedback and enhancing customer satisfaction. Provided accurate information regarding customer accounts, products, and services to improve service delivery.Customer Education & Product Knowledge: Educated customers on new products and initiatives through outbound calls, increasing customer awareness and product adoption. Clearly described product highlights and benefits to guide purchasing decisions and drive sales.Customer Relationship Building: Used consultative techniques to understand customer needs and build rapport, making strategic referrals to business partners to drive sales and customer retention. Resolved customer concerns to improve retention and foster positive relationships. Show less Team Leadership & Performance Management: Led and mentored a team of 25 members, providing training, coaching, and performance feedback to optimize individual and team performance, resulting in improved service delivery. Successfully boosted team performance through targeted training and leadership initiatives, helping team members consistently achieve performance targets.Training & Development: Delivered comprehensive product and service knowledge-sharing sessions to team members, ensuring they were equipped to provide excellent customer service. Developed and delivered training programs for new employees, on-boarding them effectively and preparing them for success.Workplace Management & Operations: Coordinated workplace/floor management, ensuring a smooth and efficient operational environment. Ensured that all assigned CCRs and team members had functional systems in place before the start of work, minimizing downtime and maximizing productivity.Reporting & Communication: Coordinated daily, weekly, and monthly report writing and presentation, providing valuable insights to management. Prepared shift summary reports for supervisors and communicated regularly on goals and progress, ensuring transparency and alignment. Show less High-Volume Call Handling:Successfully managed a high volume of inbound customer calls (averaging over 100 per shift) in a fast-paced call center environment, maintaining efficiency and minimizing customer wait times.Customer Issue Resolution & Retention: Provided prompt and effective resolution of customer concerns related to products and services, contributing to customer retention and driving sales. Consistently achieved high customer satisfaction ratings of 95% through proactive problem-solving and one-call resolutions.Product Knowledge & Sales Support:Educated customers on current promotions, upgrades, and new product/service offerings, supporting sales initiatives and enhancing customer understanding of available options.CRM Documentation & Compliance:Accurately documented all customer interactions and complaints within the call center's CRM database, ensuring compliance with company policies and procedures. Show less

  • Back Office Support Analyst

    Jan 2018 - now

  • Analyst, Onboarding Operations MoMo PSB (Job Rotation)

    Nov 2022 - May 2023

  • Analyst, Debt Recovery (Job Rotation)

    Nov 2019 - Jul 2020

  • Customer Experience/Test Analyst (Project)

    Jun 2019 - Oct 2019

  • Customer Experience and Service Specialist

    Nov 2012 - Dec 2017

  • Team Lead Customer Experience and Service (Online Call Center)

    Mar 2012 - Oct 2012

  • Customer Experience and Service Representative (Online Call Center)

    Jul 2009 - Feb 2012