Emmanuel Ikujeyisi Email & Phone Number

Lagos, Nigeria

Lagos State, Nigeria

• Overseeing Country Customer Experience Management as well as the Contact Centre Management, complaint management, Service operating Procedures and Quality Assurance across all channels and customer facing teams.• Drive Digital Ambition, Innovation, Automation initiatives and Artificial Intelligence adoption across the organization that enhance business growth and Customer Experience.• Introduced self-service digital portals for customers, resulting in a 20% reduction in manual support requests and faster issue resolution times.• Established a digital transformation roadmap focused on business agility, setting clear milestones for adopting AI, big data analytics, and machine learning technologies.• Ensure all tasks are performed in a safe and efficient manner accordingly to HOLCIM & global safety standards.• Oversees the delivery of a seamless high-quality service across all customer interfacing staff.• Drives service excellence with a focus on achieving continuous improvement• Responsible for providing customer feedback to management for on-time decision making.• Implement efficient processes and standards.• Responsible for improving ratings across all Customer Service Performance Matrix e.g. CSAT, NPS, CES, etc.• Maintains and improves Contact Center operations by monitoring system performance; preparing and completing action plans; managing process improvement and quality assurance programs.• Share insights from Contact center performance reports by collecting, analyzing, and summarizing data and trends.• Collaborate with other unit heads for effective service delivery.• Designing and developing Customer Service trainings for customer interfacing staff• Mentors and motivates teams to achieve productivity and engagement.

Lagos, Nigeria

• Head of Department, Provided leadership to 300+ strong team, Coached, mentored and inspired the Team Managers to achieve high employee engagement, structure teams, evaluate team performance and build capacity• Played a key role in building management depth by providing guidance and mentorship to all levels of leadership within the Microsoft Azure line of business.• Held regular operational and business review meetings as well as concurrent meetings with customer's managers• Participated in the review processes and workflow to diagnose areas for improvement• Created, implemented and maintained business processes, proactively proposing improvement plans where gaps were noticed• Managed and maintained strong relationships with clients, maintaining continuous lines of communication, and keeping relevant key stakeholders informed of all critical issues• Drove business strategy to maximize operational excellence in accordance with the overall organizational strategy• Established and monitored operational processes to meet or exceed customer expectations and ensure high customer satisfaction• Implemented process improvements, including change management to enhance performance for clients or reduce costs for the company• Built managerial capability within the management team and pipeline related to the employee lifecycle• Lead resource planning processes that grew internal talent and created contingencies for short-term capacity gaps• Constantly analyzed reports, and created action items to improve the operation and ensure metrics achievement, owning and suggesting plans around people management, attrition, training, empowerment together with team and stakeholders• Ensured the performance management process was in place along with resource & succession planning.• Day-to-day operational control & management for customer-facing operations• Responsible for meeting customer KPI’s and SLA’s including analysis of performance & operational metrics

Lagos, Nigeria

• Managed a team of 20+ Technical Support Engineers to deliver exceptional Technical Customer support across technical lines.• Established and monitored operational processes to meet customer expectations and deliver high customer satisfaction in line with global processes.• Followed up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e. negative trends) and, if warranted, implement corrective actions.• Ensured appropriate systems were updated with CSAT/KPI analysis, coaching analysis and behavioral improvement efforts.• Acted as a primary escalation point for operational issues in the team• Led a resource planning process that grows internal talents for future business needs and has contingency plans for short-term capacity gaps.• Constantly Coached, mentored and inspired the Technical leads and Subject Matter Expert to deliver high team engagement and active living of the company values.• Supported the team to ensure the organization meets the goals and expectations of our customers• Provided accurate and timely communication to all applicable parties on any customer support issue• Attended regular Operational and Business review meetings• Monitored specific KPIs to ensure proper delivery of the business• Participated in reviewing processes and workflow to diagnose areas for improvement• Built and shared updated reports to management team• Served as contact point for Customer’s Delivery Management• Handled, Monitored, Coordinated and managed all escalated cases• Proactively proposed improvement plans where gaps are noticed

Airtel Head Office. Plot L2 Banana Island, Ikoyi, Lagos

• Overseeing Deployment of Transmission links through Microwave or Fiber as per the Solution document of a Project• Assessing material availability for each project and escalating the issues for shortages well in advance.• Coordinating with internal teams and customers for RFI and verifying it before giving a site to partners of link installations• Coordinating with partners for quality and timely deployment• Build relationships with suppliers and subcontractors• Prepare Commissioning & AT procedure for the transmission projects• Checking AT of the last mile links, IP networks, including fiber OSN & DXX as per agreed procedure with the customer.• Troubleshooting with the partners in case of technical problems.• Escalating the problems and bottlenecks as soon as it is noticed.• Interfacing with the customers for handover and integration with customer’s systems• Ensure end to end testing is completed with the customer and links are handed over to customerssee less

Airtel Head Office. Plot L2 Banana Island, Ikoyi, Lagos

• Computation & Validation of HBB Direct Sales Executives Variable Pay Incentive.• Daily tracking of HBB Direct Sales Executives & Indirect Field Sales Executives Devices Sales & Activations• Daily tracking of HBB Devices Billed by the Regional Home Broadband Managers• Facilitation of Daily National Meetings with Regional Home Broadband Managers & Direct / Indirect Sales HQ Leadership and Bi-Weekly National Meetings with the HBB Team Leads included.• Publish Weekly Direct & Indirect Sales Channels Performance used in Weekly Unit reviews.• Computation of HBB Indirect Field Sales Executives Variable Pay Incentive.• Provide Strategic Support to enhance the delivery of National HBB sales targets.• Liase with data stakeholders – Business Intelligence, Sales & Distribution, I.T, Revenue Assurance & Channel Accounting to analyze requisite data for Sales Performance monitoring • Responsible for timely facilitation of KPI reports and other reports such as would support the business and enhance productivity • Responsible for developing Performance Reporting and Monitoring Templates • Decompose high-level information into details and give general understanding and recommendation to stake holders • Provide administrative support in all projects carried out within the segment • Support the HBB SPOC on all HNI Sales related engagement across stakeholder departments in head office• Develop and prepare the reporting structure, presentation slides and models that clearly shows performance from different Regions and highlight agreed baseline for action

Airtel Nigeria, 47 Adeola Odeku Street, Victoria Island, Lagos

* First line support for General Techie / gadget and Data related issues and Resolution.* Provide weekly and monthly comprehensive report of VOC nationally.*Analysis of raw data from CRM logs to derive Monthly P&L for Airtel Showrooms accross Nigeria.* Write and Share weekly #TechFriday presentations nationally.* Provide daily comprehensive report of all pending issues across Lagos region showrooms.* Ensure Data link integrity around office workstations and network devices.* Resolution of customers queries from inbound, outbound, sales and other channels.* Configure Data Devices (Routers, MIFI - Huawei & ZTE Modems, Mobile Phones)* Relationship management: build a strong relationship between Airtel and all its Customers.*Weekly Power Management report.* Manage database of customer’s traffic to the Showroom so as to ensure adequate and reliable data for feedback and upward selling and where necessary promos and other company requirement for effective decision making.* Ensure Customer Service Delivery strategy in assigned showroom to ensure that Customer base within this territory enjoy remarkable positive in-store experience at all contacts with complete query resolution.* Maintaining tracker to keep track of all complaints, sales and closures* Decreasing customer complaints, ensuring all customer requests are handled in a timely manner * In depth knowledge of the customer characteristics; industry covered, products used i.e. blackberry services, roaming destinations covered, CUG, prepaid, hybrid etc* Monitor Service Level Agreement to ensure that team delivers first class customer service effectively and efficiently within stipulated time frame.* Manage Customer Relationship and Documentation compliance and completion. * Monitor and maintain facility* Increase customer base in both prepaid and post paid categories* Contribute to, monitor and report daily productivity on all revenue generating activities

Nigeria

www.lagosgeek.net - Cutting Edge Gadget and Geek news, tips and tricks, general troubleshooting points and topics, Forums, downloads and advanced system help.

No 1B Omorinre Johnson Street, Lekki Phase 1

Networking and Security, Hardware & Software, Cyberoam Unified Threat Management, Enterprise Telecommunication, Miscrosoft Exchange, Rapid 7 - Nexpose, Document Management, Vulnerability Management, Datacenter Virtualization, Endpoint Data Protection.* Pre-sales Preparation of Cyberoam UTM Routers for onsite deployment, Onsite Deployment.* Daily Check-up and Maintenance of office network connections. * Windows Server, Microsoft Exchange and Active Directory Installation, site Deployment and maintenance.* Assist in Matrix Telecommunications installation, deployment and maintenance.* Matrix Access control and Time attendance solutions site setup and maintenance* Co-Managing of the office portal running Microsoft Sharepoint 2010* Network Designing and Planning* Preparing training Venue and assisting with Cyberoam Certified Network Professional/Expert Trainings.

Minna, Niger State. Nigeria

Network Administrator and systems engineer.* Responsible for upkeep of Network and Network equipments* Desktop Systems Purchase, installation and maintenance* Network Cabling* Internet Service provision and manager

B.Tech, Physics And Computer Science

Activities and Societies: National Association of Physics students, National Association of Computer Science Students, National.

Kcnp, Ccna, Cisco Certified Network Associate

Cisco Certified Networking Associate Training