Uche Okoroafor

As a leader in Customer Experience with over 15 years experience, I am responsible for all aspects of the customer relationship experience (Voice of the Customer) and for driving positive customer behavior through the creation of initiatives such as customer retention, customer loyalty, satisfaction, and improving the overall customer experience. I have led the development and implementation of strategies which has improved customer segmentation, optimized service delivery in the touch points, digitally transformed high volume journey's.

Qualifications

As a versatile customer management and experience professional with a robust background in market research, analytics, strategic segmentation of traditional and digital channels. I championed the roll out of the 5 by 5 customer segmentation for over sixty million Telco customers and also the development of three financial products to drive the launch of financial products (mobile money) which saw the acquisition of 1.6million customers in the first six months of lunch. I have expertise in motivating people to overcome obstacles and ensure they feel connected to a supportive network that reinforces their value. I offer a combination of teamwork skills that enhance organizational cohesiveness, strategic-planning skills that ensure successful training programs and people-oriented guidance that yields productivity and high morale.

Project Management:

• Initiated the conceptualization and led the product team in deploying the MTNNG app which resulted in growth of mobile financing by 15% in FY 2022

Staff Development:

• Launched well-received program of professional development and advancement opportunities for all staff.
• Mentored and coached employees at all levels resulting in increased productivity and product knowledge

• Scrum Certified Product SPOC
• Customer Service Professional
• Leadership Excellence at Dealing with People- MTN Academy
• Future leadership investment growing high potential talent- MTN Academy