Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Interests
Timeline
Hi, I’m

ANTHONY IYEN ALLI

CX PROFESSIONAL
Gbagada

Summary

I am an inventive, practical, hands-on, and results-oriented business leader with over 10 years combined experience in supporting a Fortune 500 company within the tech support space and customer service operations in telecommunications. I have proven success in building new teams from recruitment to live onboarding and maintaining strong existing client relationships. I am an enthusiastic business leader skilled in strategic planning, customer retention strategy, problem-solving, conflict resolution, governance, and regulatory compliance, client relationship and partnership management, process standardization, Customer support operations management, Vast knowledge of customer service, contact centre management, People & team management, Strategic performance management, Cloud support service delivery, Business development, team building and leadership, operational excellence for consistent outstanding performance and overall team performance with current operational overview of over 6oo staff members.

Overview

13
years of professional experience
9
years of post-secondary education
2
Languages

Work History

MacTay Consulting
Lagos

Head MacTay Contact Centre
02.2022 - Current

Job overview

  • Operational responsibility and Achievements
  • Pitching, Sales proposal delivery of contact centre service process delivery to clients across sectors i.e., Telco, FinTech, Banking, FMCG, Real Estate, and public sectors respectively
  • Project dimensioning and budget implementation for the contact centre service delivery
  • Infrastructure set up, facility design, and set up for the contact centre
  • Set up and growth of the MacTay contact centre from scratch
  • Process design for inbound, Outbound/Telemarketing, and social media processes
  • Training and development of both new and existing contact centre support
  • Managing a team of ~10 Supervisors, and ~250 support agents in the contact centre operations
  • Contact centre telephonic solution, CRM and tools review, approval, and deployment
  • End-to-end project onboarding planning to go live
  • Performance review of projects on Weekly and Monthly reporting frequency
  • Big data analysis, scrubbing, reporting, and decision making
  • Growth, research, proposal design and pitch presentation for new opportunities
  • S.O.W and Contract management on projects
  • 360-degree regular client engagement on the project life circle.

Tek-Experts
Lagos

Operations Manager
03.2019 - 01.2022

Job overview

  • Operational responsibility and Achievements
  • Onboarded a team of over +600 engineers and support in various technologies of M365 commercial in Tek Experts Nigeria
  • Principally responsible and accountable for delivering operational performance and customer relationship
  • Effectively leverage creative talents to improve CRM and customer retention strategies
  • Coordinate all aspects of documentation and tracking of service delivery results, providing clear, accurate, and consistent performance reports to top executives
  • Plan daily operational activities by prioritizing customer, staff, and organizational requirements
  • Maintain continuous lines of communication, keep relevant key stakeholders informed of all critical issues
  • Responsible for a wider perspective of metrics achievement
  • Run, analyze reports, and create action items to improve the operation and ensure metrics achievement
  • Create interface & coordination to ensure Quality of Service and customer Communication compliance
  • Attend regular operational and business review meetings
  • Participate in the review processes and workflow to diagnose areas for improvement
  • Create, implement, and maintain business processes
  • Proactively propose improvement plans where gaps are noticed
  • Performance management and people development
  • Grew and maintained Customer satisfaction index from 86% to 96% within a 6-month window Customer satisfaction index v

ConSol Nigeria limited
Lagos

Contact Centre Manager
10.2017 - 02.2019

Job overview

  • Operational responsibility
  • Day-to-day operational management of a 400 –man contact centre operations
  • Analysis, interpretation, and presentation of periodic reports to executive management
  • Analysis and interpretation of Business Intelligence
  • Managing weekly and monthly performance incentive programs
  • Developing a procedural framework for customer service operations
  • Manage projects and contact centre issues through Supervisors, Team Leaders, and third parties
  • Designed and implement customer and internal escalation framework
  • Identify challenges and implement improvement plans to improve performance
  • Identify various training needs and training plans to address needs
  • Formulated and implemented the mentorship program to improve staff morale and motivation and develop leadership skills amongst team members
  • HR Sub responsibilities
  • Participate in recruitment and selection of contact centre agents, Team leads, and supervisors
  • Managing orientation program for contact centre employees on the business
  • Onboarding, training for new agents, and regular training schedules for continuous development
  • Conduct staff performance reviews to identify skills gaps and training needs
  • Ensured the work environment drove staff motivation, good work ethics, and professionalism
  • Maintain data records for all agents
  • Grievance and handle all grievances from agents and escalated those required
  • Business Development Sub responsibility
  • Analyze the current and past reports to provide recommendations for business growth, weakness, strategies, and new business opportunities
  • Develop creative strategies in increasing sales, including biweekly/monthly/Quarterly reviews with them to take their feedback and incorporate it into the growth plan
  • Managed various sales campaigns on various client products
  • Liaise with the sales team in developing business proposals for new and existing customers by presenting the operation workflow and performance forecast.

AIRTEL TELECOMMUNICATIONS, NIGERIA LIMITED
Abeokuta

Supervisor/Team Leader
08.2012 - 10.2017

Job overview

  • Managed an effective/efficient service delivery team on the premier desk and customers, which includes set benefits and rewards management scheme
  • Provided Leadership and support to Contact Centre Agents in the delivery of exceptional service to customers
  • Effective utilization of available resources to achieve daily/weekly/monthly targets
  • Implemented strategies and manage change within the call centre environment
  • Handled several pieces of training on products and services rolled out by the company
  • Participated in the development of operations and quality process document
  • Scheduling and resource management based on historical forecast data- Daily/weekly/monthly
  • Generate various operation reports and information intelligence utilized in making business decisions
  • Present various biweekly/monthly performance reports and reviews
  • Create and maintain motivational drives within the team.

AIRTEL TELECOMMUNICATIONS , NIGERIA LIMITED
Lagos

Customer Care/Management Consultant
05.2009 - 08.2012

Job overview

  • Receive telephone calls on inquiries, complaints, and requests raised by Seventeen (17) million active GSM subscribers to ensure an adequate and efficient customer service experience
  • Follow through on customer queries ensuring prompt resolution and Feedback
  • Assisting Postpaid/High-Value customers with the use of various Customer Relationship Interfaces Escalate and route customer issues to the relevant process operators
  • Perform necessary system transactions related to customer billing and customer recharges using various billing applications
  • Assist Team Management with team responsibilities and attend weekly management meetings
  • Market customers on various promotional offers, Data bundle offers to achieve monthly set targets
  • Provide customers with call-back options on request for further inquiries or issue resolution.

OKOMU OIL NIGERIA. PLC, BENIN

Laboratory Assistant
01.2005

Job overview

  • Laboratory Analysis for PH, Saponification value, the Extraction process
  • Quality analysis Palm oil samples from silage before packaging
  • Physical/Quality analytical check on Palm fruit bunches received on supply
  • Routine supervision of the packaging unit to maintain HSE standards
  • ON-THE-JOB ACHIEVEMENTS
  • Contact centre Operations set up for IT support, Telco inbound and outbound processes- Airtel Nig, Tek-Expert Nig – Microsoft Partner, MacTay contact centre
  • Letter of Commendation acknowledging my contributions as an exceptional Contact centre Consultant (Quality Champion) in the Customer Care group (Airtel telecommunications networks Africa)
  • Constant Grade A1 on yearly performance appraisals
  • (Four quarters)
  • Best supervisor and team leader for consecutive quarters on the performance ranking scheme.

Education

Obafemi Awolowo University
Ile - Ife, Osun State

MBA from Human Resource Management
06.2014 - 09.2016

Federal University of Technology
Akure - Ondo State

Post-Graduate Diploma from Biochemistry
11.2009 - 06.2011

Ambrose Alli University
Ekpoma - Edo State

Bachelor of Science from Biochemistry
06.2001 - 05.2006

Skills

Negotiation, Mediation, and crisis controlProficient in Windows environmentExcellent communication and interpersonal skillsExcellent problem-solving abilitiesGSM technology experienceHuman resource expertiseWeb/Telemarketing skillsMicrosoft Access, word, officeMicrosoft Excel, PowerPointBrand managementProject managementBusiness strategyExcellent leadership skills Ability to think 'out of the boxExcellent Fraud and hack detection skillsAbility to multi-taskMentorship skills

Managerial skill

Affiliations

Premier Experience for Platinum and high-value customers (understanding the platinum vision, philosophy and adopting premium customer service orientation) - centum learning certified Member National Institute of Management (MNIM)

Accomplishments

    ü Contact centre Operations set up for IT support, Telco inbound and outbound processes- Airtel Nig, Tek-Expert Nig – Microsoft Partner, MacTay contact centre.

    ü Letter of Commendation acknowledging my contributions as an exceptional Contact centre Consultant (Quality Champion) in the Customer Care group (Airtel telecommunications networks Africa)

    ü Constant Grade A1 on yearly performance appraisals. (Four quarters)

    ü Best supervisor and team leader for consecutive quarters on the performance ranking scheme.

Interests

Reading, Football, Politics and Music

Timeline

Head MacTay Contact Centre

MacTay Consulting
02.2022 - Current

Operations Manager

Tek-Experts
03.2019 - 01.2022

Contact Centre Manager

ConSol Nigeria limited
10.2017 - 02.2019

Obafemi Awolowo University

MBA from Human Resource Management
06.2014 - 09.2016

Supervisor/Team Leader

AIRTEL TELECOMMUNICATIONS, NIGERIA LIMITED
08.2012 - 10.2017

Federal University of Technology

Post-Graduate Diploma from Biochemistry
11.2009 - 06.2011

Customer Care/Management Consultant

AIRTEL TELECOMMUNICATIONS , NIGERIA LIMITED
05.2009 - 08.2012

Laboratory Assistant

OKOMU OIL NIGERIA. PLC, BENIN
01.2005

Ambrose Alli University

Bachelor of Science from Biochemistry
06.2001 - 05.2006

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ANTHONY IYEN ALLICX PROFESSIONAL