Innocent Enede
Lagos
Summary
A passionate, reliable and result oriented Product Manager, Customer Support and Quality Assurance Manager, with over 15 years of demonstrated experience in Telecoms and IT Services/Solutions. I have strong leadership, operations management, and analytical skills, ensuring exceptional service delivery, while working with cross functional Team. Practical experience in business analysis, project management, product development and business process digitization. ITIL4 certified - PeopleCert /Axelos, Certfied Agile Product Manager, Lean six sigma green belt holder and customer service professional award from Association of Business Practitioners, ABP, London, UK. Strong Leadership and Analytical Skills Project Management and Product Development Telecoms and IT Operations / Services Customer Experience Strategies Quality Assurance and Reporting Customer Relationship Management (CRM) Microsoft Suites / Tools Contact Center Management
Overview
16
16
years of professional experience
21
21
Certification
Work History
Product Manager
Avetium Consult Limited
Lekki Phase 1, Lagos
03.2023 - Current
- Lead product team to deliver modern, fit-for-purpose IT solutions and partnership engagements with OEMs
- Design detailed user requirement specifications and acceptance criteria, user stories and product documentations
- Work with data pipelines, algorithms and automated systems to drive product launches, while collaborating with Marketing, Sales, Developers, Solution Delivery, customer success, IT and other cross-functional teams
- Develop product vision and strategy, product roadmap, lead requirement gathering and prioritization, using Agile Product Management
- Provide after sales support on product gaps, education on FAQs and training for internal and external stakeholders.
Team Manager (Microsoft Azure Cloud Support)
Tek Experts Nigeria
Victoria Island, Lagos
07.2022 - 03.2023
- Oversee activities of high-quality Technical Support Engineers (over 100 headcounts in Nigeria Virtual Machine Team), supporting Microsoft customers across the globe and ensuring continuous improvement
- Produce timely reports of activities on departmental targets, KPIs using data management skills
- Escalate any downtime or service failure promptly and effectively communicate with consumers
- Recruit, train and provide mentorship to technical support team, to ensure consistency in delivery excellence
- Partner with Microsoft/business leaders to identify issues, resolve them and mitigate negative impact
- Manage the collection of customer feedback, analysis of customer satisfaction metrics and provide insights to management on customer behavior while collaborating with product development team
- Recovery of dissatisfied customers across the globe and turn them to loyal customers.
Quality Analyst (Microsoft APTS Team)
Tek Experts Nigeria
Victoria Island, Lagos
03.2021 - 07.2022
- Led continuous improvement strategies, ensuring adherence to defined policies, processes, and procedures
- Drive project management initiatives and implementations (using Lean Six Sigma and Agile Methodologies), ensuring proper documentation and updates
- Plan, conduct quality monitoring and evaluation of customer interactions to identify gaps and standards for best customer experience and operational excellence
- Assist business leaders to gather, analyze data and create weekly, monthly, and other ad-hoc reports to management during meetings on service performance
- Training of support engineers on customer excellence best practices across channels
- Collaborate and maintain relationships with key stakeholders to create and lead implementation of data-driven, actionable recommendations using continuous improvement frameworks.
Lead Operations Support Analyst (customer retention and churn)
MTN Nigeria
Maritime House, Apapa, Lagos
10.2016 - 02.2021
- Supervised activities of customer facing channels on quality-of-service delivery and customer experience
- Assisted in redesign of quality criteria guidelines, benchmarks, and improvement of quality standards
- Data mining, analysis and reporting on customer behaviors and revenue trends, leveraging big data warehouse, Customer Intelligence unit, IT Team, to provide improvement recommendations for key stakeholders
- Coordinate voice of customer engagements/surveys, and perform root causes analysis to identify pain points, support gaps, impact on revenue, own the issues and ensure prompt resolution
- Promote, cross-sell, and upsell MTN products and services through campaigns across customers segments
- Monitor and provide support on customer relationship management, product, and campaign performance.
Analyst, Core Products (product development, Marketing & Strategy)
MTN Nigeria
MTN Plaza Ikoyi Lagos
02.2020 - 08.2020
- Participate in the design, development, management, and monitoring of MTN products, services, and applications that meet customer requirements in the project management lifecycle
- Collaborate with VAS Planning, Service Creation, CR, IS and NWG planning teams to ensure deep understanding of the configuration possibilities for product features and quick deployment
- Ensure adherence to defined policies, procedures and quality standards as agreed within the department
- Drive and participate actively in FUTs, UATs and ensure product specifications sign off and UAT reports
- Deliver support in the promotions of MTN products and services across the regions and market segments via road shows, outbound campaigns
- Conduct customer surveys and produce reports for informed business decision on MTNs new and existing products while monitoring new telecoms products and initiatives by competitors
- Provide information packs and FAQs to guide the deployment and use of new products and services.
Team Lead, Customer Service (contact center)
MTN Nigeria
Maritime House, Apapa, Lagos
12.2013 - 09.2016
- Coordinated the training, development and coaching of 5 different Teams at MTN Contact Center with over 3,000 Customer Service Representatives, improved performance across customer channels
- Formulated and enforced Call Center policies, procedures, quality assurance measures and training materials
- Helped in mapping customer journeys and creating customer support strategies
- Assisted in creating detailed product website/tool called Simplified Work Tool and GET It Portal that reduced average call time
- Worked with upper management to ensure appropriate changes to improve CSAT and NPS ratings
- Examples include IVR restructuring, security number generation policy change
- Radio Presentation of MTN products and service at Metro FM, Bond FM and Radio One FM
- Led regular team meetings for continuous improvement and ensure proper information flow with key stakeholders
- Developed effective relationships with all call center departments and cross functional teams through clear communication
- Calibrated calls to ensure adherence to quality standards, ran reports and supplied data to fulfill customer report requirements.
Customer Care Representative (email contact management)
MTN Nigeria
MTN Nigeria Ojota, Lagos
04.2011 - 12.2013
- Helped in troubleshooting and timely resolution of customers’ issue on MTN products and services which improved customer experience and made email contact customer preferred channel
- Effectively managed customer complaints from NCC and CPC, saving the business millions of naira from numerous litigations.
Customer Care Representative (call center)
MTN Nigeria
MTN Nigeria Maritime House Apapa Lagos
04.2008 - 04.2011
- Managed inbound and outbound calls from millions of MTN customers, ensuing prompt resolution of issues
- Helped in cross selling and upselling MTN products and services leading to increase in customer spends and business revenue
- Participated in the MTN project KYC (know your customer) from inception covering millions of customers before the advent of compulsory SIM registration exercise.
Education
Bachelor of Science, 2nd Class Upper - Chemistry
01.2005
Class: 2nd Class Upper
Senior School Certificate Examination - SCIENCE
01.2001
Skills
- Strong Leadership and Analytical Skills
- Project Management and Product Development
- Telecoms and IT Operations / Services
- Customer Experience Strategies
- Quality Assurance and Reporting
- Customer Relationship Management (CRM)
- Microsoft Suites / Tools
- Contact Center Management
Certification
- Product Management: Building a Product Roadmap, LinkedIn - 2023
- Agile Product Owner Role: Foundations, PMI/LinkedIn - 2023
- ITIL4 Certified, Cloud Academy, PeopleCert - 2023
- Six-Sigma Green Belt Certification, International Six Sigma Institute - 2022
- The Business Intelligence Analyst Course, Udemy online - 2020
- Power BI and PowerPoint Master Classes - 2020
- Advanced Excel, Macro and VBA in Data Analysis, Udemy online - 2020
- Project Budget Management, MACTAY Consulting Limited - 2018
- Leading Teams, MACTAY Consulting Limited - 2017
- Introduction to SQL for Data Science and Analysis, DataCamp Online Data Science - 2018
- Building Lasting Customer-Brand Relationship, MTN e-Live Academy/SkillSoft - 2016
- Business Analysis: Solution Assessment and Validation, MTN e-Live Academy/SkillSoft - 2016
- Communication Skills and Project Management, MTN e-Live Academy/SkillSoft - 2016
- Planning, Creating and Delivering a Presentation, MTN e-Live Academy/SkillSoft - 2016
- Customer Service Professional, Association of Business Practitioners, ABP, London, UK - 2010
- Customer Service Professional, Customer 1st International, UK - 2010
- Service Plus, MTN Nigeria/Deloitte - 2010
- Brand Ambassador, MTN Nigeria Limited - 2009
- Customer Service/Call Centre Program, MTN Nigeria Limited - 2008
- Capability Building, MACTAY Consulting Limited - 2014
- Stress Management, MACTAY Consulting Limited - 2013
Accomplishments
- Successfully built a Payroll System with robust features which has sold over 1000 licenses (estimated income of over N12,000,000.00 before Go-to-market (Avetium).
- Led the development and implementation of Integrated CRM and call center solution with other core business applications for over 10 organizations in Aviation, Health, Fintech, Insurance, Education, Security, e-Commerce and Retail Industries with estimated income of over 50,000,000.00 per annum. (Avetium).
- Doubled as a Project Manager for end-to-end implementation of over 20 projects which are sustaining the business till date (Avetium)
- Delivered 7 MTN product enhancement projects, and 9 others near completion within 6 months, which increased MTN Nigeria data revenues in Billions of Naira. (interactive MTN Data Bundles Notifications on USSD channel, Data Portfolio, Smartphone, Social Bundles Revamps and Agility CRM software)
- Drove strategic changes that turned NGR Virtual Machine Team’s performance from average CSAT of 4.44 to 4.72 within 2 months at Tek Experts Nigeria.
- Developed 5 Teams at MTN Contact Center with over 3,000 Customer Service Representatives, which improved performance across customer channels, won Top performer (2015) and Q-Star (2014) Awards for leading most productive teams with excellent service delivery
- Developed analytical techniques in the Tek QA Team for easy identification of major drivers impacting Customer Experience in each line of business and their mitigations.
- Led various continuous improvement projects that helped the business to exceed Microsoft target on CSAT at Tek Experts. These earned me Global QA KPI Champion for 5 consecutive months (2021/2022)
- Designed a framework used to analyze customer experience and outbound campaigns for MTN customer retention and churn reduction, improved customer experience, operational efficiency, and revenue (2018)
References
Available on request
Timeline
Product Manager - Avetium Consult Limited
03.2023 - Current
Team Manager (Microsoft Azure Cloud Support) - Tek Experts Nigeria
07.2022 - 03.2023
Quality Analyst (Microsoft APTS Team) - Tek Experts Nigeria
03.2021 - 07.2022
Analyst, Core Products (product development, Marketing & Strategy) - MTN Nigeria
02.2020 - 08.2020
Lead Operations Support Analyst (customer retention and churn) - MTN Nigeria
10.2016 - 02.2021
Team Lead, Customer Service (contact center) - MTN Nigeria
12.2013 - 09.2016
Customer Care Representative (email contact management) - MTN Nigeria
04.2011 - 12.2013
Customer Care Representative (call center) - MTN Nigeria
04.2008 - 04.2011
Delta State University - Bachelor of Science, 2nd Class Upper, Chemistry
Delta State University Secondary School - Senior School Certificate Examination, SCIENCE
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