Samuel Okoh Email and Phone Number

• Provide strategic direction for supporting the frontline to deliver First Call Resolution leading to customer satisfaction• Develop support framework for managing Post Paid Accounts• Manage and motivate the back office staffs to deliver Business Objectives in an efficient manner• Implement the Digital Support framework by leveraging on technology to deliver service to the customers• Manage stakeholder(IS and NWG) relationship to deliver system and access availability for team efficient service delivery

• Developed strategies to improve the service experience of the segment• Managed stakeholder(Marketing, S&D) relationship to deliver Non premium segment value propositions• Developed the customer experience blueprint(journey map) for the non-premium segment• Customer Touch point optimization and enhancement• Customer insight and Behaviour analysis• Drive achievement of Perfect 10 score for the segment

• Call Center Operations - Managing process to deliver on targets(Quality, AHT, Schedule Adherance and Customer Satisfaction Index• Deployed the Closed Loop Feedback across the Online Customer Assistance Center.

• Managed a team of Customer Relationship Officers• Conducted Customer Satisfaction Surveys• Deployed the Customer Safety Net Strategy to reduce churn• Implemented Customer Win back strategy.• Managed the Customer loyalty through different initiatives; Outbound campaign promo winners, sending anniversary and birthday messages and visitation where necessary.• Generated Weekly/Monthly reports on customer’s perception of MTN product & services for business decision.• Involved in Account Management(Portfolio Management)• Created and Managed MTN Social Media Team• Managed the Closed Loop Feedback Pilot in the Online Customer Assistance center(Gold segemnet)