Victor U. Olomu
Regina,SK
Summary
In/victor-olomu-2559b6115/ Professional Profile Customer-centric and results-driven leader specializing in driving profitable growth in competitive sectors through proactive account management and business development capabilities. Adopts a consultative selling approach to ensure specific customer/client requirements are met whilst focusing on exceeding their expectations for service quality. An innovative strategist who has successfully managed major projects that have enhanced customer retention, experience and service levels. Commercially astute with an instinct for identifying and maximizing new business opportunities. Renowned as a motivational leader capable of training and developing teams to enable them to fulfill their potential and add value to the business. Works well in a team and excels within fast-paced environments. Team-oriented individual promoting exemplary presentation, project management and risk oversight skills. Demonstrative Scrum Master with background communicating effectively with and leading high-performance teams. Considered expert in prioritizing tasks and optimizing workflows.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Agile Project Manager
Dynix Solution
11.2019 - Current
- Lead automated payment against invoice for Enterprise Customers
- Lead new invoice format for postpaid enterprise customers
- Co-lead deployment NPS across all customers’ touchpoints
- Work closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose
- Breakdown strategic problems, and analyze data and information to provide insights and recommendations
- Led and assist technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
- Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Reported regularly to managers on project budget, progress and technical problems.
- Adhered to budget requirements with excellent planning and consistent expense monitoring.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Senior Manager
MTN Telecommunication Communications PLC
09.2013 - 03.2020
- Key achievements
- Designed strategies, drove quality Account management and support services for customers across all segments including MTN Market-Place and initiatives for high-value customers, customer retention, customer experience including digital and customer churn improved cross and Upselling across all strategic accounts
- Built customer-focused culture and working environment internally and externally with service-driven mindsets
- Re-engineered financial-related areas such as collection strategies, billing systems, billing/collection path policies, processes, procedures, and introduced new credit verification and appraisal process for intending clients
- Led teams to swiftly resolve complaints, queries, and continually developed strategies to reduce reoccurrences
- Improved customer collection to 95% and deliver automated payment for SMEs
- Improved customer experience across all touchpoints
- Mentor and Coach all managers quarterly
- Improved customer experience across all channels
- Customer Credit framework
- Key Customer centric projects- NPS, KYC lifestyle, CEX
- Improved Customer Billing experience
- Drive key customer impacting innovations Manager: Customer Retention & Outbound Services
MTN Nigeria Communications PLC
01.2010 - 09.2013
- Key achievements
- Rolled out and implemented Closed Loop Feedback (CLF) across call centre, and built CLF Outbound team from ground-up into self-sustainable and thriving function focused on improving customer retention and service
- Ensured robustness of outbound services function by defining operational requirements and overall management framework in alignment with stakeholder specifications, customer needs and MTN service standards
- Directed and delivered wide range of initiatives, policies, processes, procedures and strategies that have resulted in improved customer retention, customer experience, customer churn and overall company reputation levels
- Supported selection of legal counsel, participating during meetings to discuss merits and potential representation.
Manager: Customer Relationship
MTN Nigeria Communications PLC
01.2008 - 01.2010
- Key achievements
- Led teams to continually heighten customer relationship levels; managing effectively to ensure provision of quality customer service, handling of HNWIs’ accounts, resolving complaints, escalated issues and fulfilling customer needs
- Increased customer awareness and understanding of MTN offerings via development of new strategy and PPPs
- Spearheaded initiatives focused on improving customer retention, reducing call log trends and performance gaps
- Mentored direct reports and provided career development opportunities such as counseling, coaching and training courses, determined via in-depth performance reviews, appraisals, evaluations, KPA identification and goals set
- Guided senior management on potential technical, procedural and policy changes, optimization and programs
- Contributed to HR areas such as recommending candidates for recruitment, labour relations and staff hearings.
Manager
MTN Nigeria Communications PLC
01.2006 - 01.2008
- Key achievements
- New customer billing format and invoicing
- Ensured top-tier quality service delivery by regularly evaluating and refining existing payment channels, introduction of new credit and risk management policies and processes
- Bill delivery Improvement and payment frameworks
- Established a new fraud detection and prevention framework which reduced risks and increased preparedness
- Improved cash collection processes by defining the operating framework for account management related areas
- Participated during selection of legal counsel, contributing to discussions on suitability and qualifying factors.
Call Center Supervisor
MTN Nigeria Communications PLC
04.2002 - 05.2004
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Trained team members on performance metrics and consumer behavior identification
- Developed process controls and metrics for daily management of call center
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
- Collaborated with training team to boost product support and certification training initiatives
- Managed scheduling for agents and product specialists to foster increased productivity
- Assessed personnel performance and implemented incentives and team-building events to boost morale
Customer Service Executive
MTN Nigeria Communications PLC
07.2001 - 02.2002
- Informed customers of upcoming promotions and deals to boost sales
- Asked open-ended questions and researched issues in system to resolve various customer billing errors
- Described product and service details to customers to provide information on benefits and advantages
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies
- Provided primary customer support to internal and external customers
Education
Executive Management - Strategic Management
IMD Business School
Lausanne, Switzerland11.2018
Executive Management - Service Excellence
Harvard Business School
Boston, MA04.2015
Executive Management - Senior Management Programme
Lagos Business School
Lagos 11.2006
BA (Hons) - English
Edo State University
Lagos1995
Business Intelligence -
Neotelis
Canada2011
Skills
- Project Management
- Customer Experience
- Relationship Management
- Scrum master
- Team Development
- Program Management
- Business Development & Contracts
- Stakeholder Engagement
- Operations Management
- Change Management Process
- Acceptance Criteria
- Team Engagement
- Effective Customer Communication
- Total Quality Management
- Deliverable Tracking
Certification
- Certified ScAled Agile Scrum master
- Certified- Prince 2 Project Management Foundation
Timeline
Agile Project Manager
Dynix Solution
11.2019 - Current
Senior Manager
MTN Telecommunication Communications PLC
09.2013 - 03.2020
MTN Nigeria Communications PLC
01.2010 - 09.2013
Manager: Customer Relationship
MTN Nigeria Communications PLC
01.2008 - 01.2010
Manager
MTN Nigeria Communications PLC
01.2006 - 01.2008
Call Center Supervisor
MTN Nigeria Communications PLC
04.2002 - 05.2004
Customer Service Executive
MTN Nigeria Communications PLC
07.2001 - 02.2002
Executive Management - Strategic Management
IMD Business School
Executive Management - Service Excellence
Harvard Business School
Executive Management - Senior Management Programme
Lagos Business School
BA (Hons) - English
Edo State University
Business Intelligence -
Neotelis
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