Networking, Football
Aniekan Christopher Ephraim
Project And Operations Manager
Port Harcourt, Rivers State,RI
Summary
A focused Operations Project Manager and Cloud admin who is adept at planning, directing and maintaining continuous operations in various departments. Experienced in resource organization and planning, motivating employees and maintaining efficiency in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
12
12
years of professional experience
3
3
Certificates
Work History
Operations Project Manager and Cloud Admin
MTN Connect
01.2017 - Current
- Implemented profit-driven processes resulting in a 10% increase in profitability
- Facilitated communication and collaboration between the company and vendors in an on-demand e-commerce marketplace
- Cultivated and maintained relationships with high-earning clients, generating over NGN20,000,000 in combined revenue
- Enhanced written materials to optimize effectiveness, including communication plans, instructional guides, and FAQs
- Executed strategic initiatives that elevated average revenue per user, increased lead conversion, and improved engagement
- Achieved consistent monthly growth with a 16% increase in orders and a 20% rise in gross value for assigned marketplace accounts
- Maintained a stellar 80% achievement rate for sellers exceeding monthly and daily order targets
- Generated significant additional revenue of NGN6,300,000 by successfully negotiating marketing packages with vendors in just two months
- Developed and monitored budgets, including sales, marketing, and business expenses, and conducted a thorough business analysis to inform decision-making and optimize resource allocation
- Led hiring initiatives to build effective teams and ensure the right talent for business growth
- Developed and implemented processes to ensure compliance with regulatory requirements, industry standards, and company policies
- Analyzed resource usage patterns and trends to identify opportunities for optimization and cost reduction
- Implemented backup and recovery strategies by configuring backup and disaster recovery solutions to protect critical data stored in the cloud.
- Created and managed storage account for file storage for shared folders, and Disk storage for virtual machine disks.
- Optimized resource allocation to ensure efficient utilization and minimize waste via azure monitoring tools to track resource usage, identify and troubleshoot bottlenecks
- Implemented security and access control by ensuring robust security measures to protect the cloud environment and its data by configuring access controls, IAMs, and keeping the platform up-to-date with security patches.
- Developed comprehensive operational plans and schedules to ensure timely and efficient execution of projects and tasks.
Customer Service Manager
MTN Connect
01.2012 - 12.2016
- Developed and implemented staff work schedules, assigning specific duties to ensure smooth operations
- Orchestrated and supervised activities such as sales promotions, requiring seamless coordination with other departments and managers
- Monitored suppliers to ensure efficient and effective provision of goods and services within budgetary constraints
- Delivered primary customer support to both internal and external customers
- Fostered customer satisfaction through proactive strategies to address needs and resolve concerns
- Provided comprehensive customer support via phone calls, email, and live chat
- Collaborated with team members to elevate the customer service experience and surpass team objectives by achieving exceptional client satisfaction rates
- Guided VIP customers through phone calls, email, or chat, offering assistance with navigating company products, services, mobile apps, and subscription processes
- Assisted VIP customers with appointment scheduling, special orders, and merchandise pickup arrangements
- Cultivated empathetic client relationships, consistently exceeding service standard goals
- Promptly investigated and delivered timely and lasting resolutions to customer requests
- Ensured employee adherence to quality compliance requirements and best practices in alignment with the company policies
- Communicated and implemented sales and service strategies effectively
- Assessed and identified new opportunities for enhancing customer engagement
- Developed business strategies and plans aligned with company goals
- Recruited and trained staff, and conducted employee evaluations
- Maintained an impressive average NPS (Net Promoter Score) of 95% for the store.
Senior Sales Consultant
MTN Connect Operations
9 2007 - 12.2011
- Provide prompt responses to customer inquiries within specified turnaround time and escalate unresolved queries to the respective departments for resolution
- Drive sales of Airtime, Sim cards, Phones, VAS, Data Bundles, and data dongles to both existing and prospective customers
- Rapidly assess customer concerns and devise innovative solutions to deliver exceptional customer service
- Regularly generate and submit comprehensive sales reports on a weekly basis.
Education
BSc in Economics and Geography -
University of Nigeria Nsukka
Enugu StateMSc in Project Management - undefined
Federal University of Technology, Owerri at Imo State
Skills
Communication and Customer negotiation
undefinedCertification
08/01/2014, Masterclass in Enterprise Analysis and Consulting Skills, International School of Management
Accomplishments
- 12/01/2008, Customer Service Staff of the Month Award
- 11/01/2015, MTN Connect Partners Award- Silver Category
- 12/01/2012, MTN Walk-In Service Excellence Award x5
- 12/01/2018, MTN Customer Service Award- Highest Selling Shop
- 11/01/2022, Data and Device Champion- South-South Region
Affiliations
International School of Management Lagos (ISM)
APMG International.
Interests
Timeline
Operations Project Manager and Cloud Admin
MTN Connect
01.2017 - Current
Customer Service Manager
MTN Connect
01.2012 - 12.2016
Senior Sales Consultant
MTN Connect Operations
9 2007 - 12.2011
BSc in Economics and Geography -
University of Nigeria Nsukka
MSc in Project Management - undefined
Federal University of Technology, Owerri at Imo State
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