Experience

TPAY MOBILE

• United Arab Emirates
• Financial Services
• 100 - 200 Employee

• Technical Account Manager

  • Sep 2022 - Present

  Manage Client relationships while Leading the Tpay Nigerian office tech team and providing business analytical support to the Cairo business head office. Manage Client relationships while Leading the Tpay Nigerian office tech team and providing business analytical support to the Cairo business head office.



9mobile

• Telecommunications
• 700 & Above Employee

• • Jul 2022 - Aug 2022

• • Aug 2019 - Jul 2022

  Resolved the DND database utilization problem by collaborating with stakeholders and the development team on developing an automated churn procedure which improved the manual churn process and reduced utilization by 18%.Optimized EMTS value-added services (VAS) platforms by regular SWOT & Gap analysis which mitigated SPOF risk and increased platform availability by 10% YoY.Through requirements gathering and documentation wrote an agile business case which was adopted by the business and yielded a successful software product upgrade project to meet regulatory KPIs whilst improving customer experience. Show less



Huawei

• China
• Telecommunications
• 700 & Above Employee

• • Dec 2016 - Jul 2019

  Application support analyst servant leader providing support for MTN Digital VAS Products using the scrum framework as a guiding principle.Maintained zero change incidence rate by adopting ITIL change management process through valuable Sprint retrospective feedback and 30% reduction in integration completion time by streamlining client integration process & simplified API integration document.Attained a 25% cut in customer complaint rate by persuasive problem resolution and implemented OTA targeted campaign which increased annual sales by 40%. Show less

• • Nov 2014 - Nov 2016

  MTN Value-add Digital Service -Executed deployment, service configuration, and implementation of VAS applications. Evaluated existing software and application setup, and identified areas for potential improvement through guided application changes, upgrades, and replacements.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Consultant

  • Aug 2012 - Nov 2012

  An initial point of contact for telephone banking customers providing support and resolving inquiries while ensuring customer satisfaction and referral to appropriate personnel where necessary. Demonstrated exceptional problem-solving skills and empathy in resolving complex customer queries and complaints. A 95% satisfaction rate, meeting monthly cross-selling targets by 20%+ through lead generation, and fostering a collaborative team culture by participating in team-building activities, and offering guidance and support to colleagues. Show less



Spectracom Group

• Telecommunications

• RF Antenna & BTS Installation Engineer

  • Nov 2009 - Jul 2011

  As a graduate trainee in GSM network installation, performed duties such as conducting site equipment inspections, interpreting site designs, executing installations, conducting cable sweep tests, and overseeing BTS and Microwave indoor commissioning. Earned a promotion to Lead Indoor BTS site Outdoor Engineer for outstanding contributions to timely project delivery, demonstrated commitment to site safety & compliance, and continuous learning while supporting their team. As a graduate trainee in GSM network installation, performed duties such as conducting site equipment inspections, interpreting site designs, executing installations, conducting cable sweep tests, and overseeing BTS and Microwave indoor commissioning. Earned a promotion to Lead Indoor BTS site Outdoor Engineer for outstanding contributions to timely project delivery, demonstrated commitment to site safety & compliance, and continuous learning while supporting their team.