Isioma O. Email & Phone Number

Lagos State, Nigeria

Skills- Leadership, Effective Communication, Negotiation Skills, Project Management, ITIL Process, Change Management, ITSM Lead Implementer.

Lagos, Nigeria

- Supervise & manage the overall activities of the Data Centre Monitoring Team- Ensure the availability of all the network links, servers and ATM terminals at all times- Ensure the timely escalation of all observed downtime on all the network nodes, Servers and ATMs terminals and follow through to ensure resolution- Ensure the team resolves of Service request tickets & incidents in line with the SLA- Monitor and ensure all daily system updates bank wide- Review and ensure the timely rendition of all Data Centre Monitoring and Data Centre activity reports- Oversee, monitor and report the daily functions of the 2 Data Centres of my organization - Manage the divisional Problem Management Process - Manage the divisional BCMS process- Manage the Service Availability Process

Lagos State, Nigeria

• Liaised with the project management office to create a detailed project plan for execution of strategic projects. • Coordinated and managed the activities of the IT Change Management Committee• Ensured that quality assurance testing was properly conducted, and feedback provided to stakeholders• Ensured that the Quality Assurance team liaised with the developers to test applications and fix bugs identified.• Facilitated business requirement and review sessions with stakeholders to elicit their requirements• Conducted business process analysis and identify critical issues and gaps within the IT organization. • Managed the Business Continuity process for IT group in line with ISO 22301

Lagos, Nigeria

As the Team lead, Business Process Management, i oversaw a team of Process Analysts to proactively and effectively document /update, identify, improve and manage the bank’s processes to ensure efficient service delivery to customers.. This was done in collaboration with key stakeholders and process owners in the bank.

Lagos

Ensured the Contact Centre was operational and the delivered exceptional customer service to customersEnsured all inquiries made to the call centre were resolved on first call basis Conducted quality assessments on the quality of service being rendered by agents attending to incoming and outgoing calls.Identified Performance gaps and conducted coaching and training sessions to close the gaps Provided Hands -on support to the Contact Centre agents when requiredResolved/escalated work related problems in the contact centre, follow up to ensure timely resolutionConducted performance reviews and prepared daily, weekly & monthly reports