Customer Service Representative
Resume:
Beatrice Olateru-Olagbegi,
Aubrey, Tx 76227
469-***-****. *****************@*****.***
SUMMARY
Self Driven, Goal Oriented, Success Driven Product Manager with a track record of accelerating delivery of consumer products adoption and a broad understanding of direct sales, marketing and channel sales models. Professional with a strong focus on results and extensive experience executing effective sales and marketing efforts in high pressure, high competitive environments.
Commended for having a unique capacity to the deployment of the communication of complicated ideas while emphasizing distinct consumer value and company importance. With a track record of huge success in creating measurable business results for challenging situations through the development of winning GTM strategies. High impact messaging, creative lead generation campaigns and highly sought after sales enablement solutions
Hands on experience in business growth and strategy development. Highly competent in working with strategic stakeholders. Excellent in communication and presentation skills with proficiency in:
MS Word
PowerPoint
PROFILE SUMMARY
Proficient in assessing the effectiveness of marketing programs that support on an ongoing basis, and report back to stakeholders on required changes.
Building a compelling product road map
Expertise in planning the launch of new products and releases of existing products and managing the cross functional implementation plans.
Skilled in acting as the primary thought leader for the products supported externally, including speaking and trade engagements.
Competent in collaborating with product management, development and marketing communications team.
Effective alignment of product vision to business goals
Good experience in of managing product lifecycle.
Ability to interact at all levels within the organization.
Experience in the use of Agile methodology
Experience in aligning business procedures with system processes
Experienced in managing team and client interactions.
Drive customer uptake and adoption through targeted campaigns
PROJECT PARTICIPATION
Customer Service Representative 2021
Mobile Telephone Network
Voluntary project participation /intervention to reconnect 20 million mobile service subscribers for 3 months
Managed targeted outbound calls.
Managed inbound calls and customer queries.
Create enabling platform to solve customer downtime and provide details of customers service status.
Maintain tracking log of all escalated subscriber correspondence.
Maintain Compliance and regulatory PPPs at all times.
Communicated changes and initiatives with subscribers offering and opportunity to cross sell/up sell.
Managed a high volume of calls from disconnected subscribers daily.
Build customer relationship.
Ensure all queries are fulfilled and closed.
Customer verification
Ensure customer satisfaction by providing support and showing empathy.
PROFESSIONAL EXPERIENCE
Product Manager 2020 - 2023
Mobile Telephone Networks
MTN is a Multinational Techo Company offering Voice, Data and Fintech services with operations in 21 Countries.
Engage customers through surveys and interviews to define the product vision, features and releases.
Deliver MRDs and PRDs with prioritized features and corresponding justification.
Manage the entire product lifecycle from conception, requirements definition, development, testing launch and maintenance/improvements with frequent client communication and adjustments
Work closely with the development team, and project office
Collaborate with UX/UI teams in discovering and research defining updates and improvements.
Participate in the sprint meetings with the development team, and ensure product development is within delivery timeline.
Communicate product vision, road map and releases to the sales and marketing teams.
Assist in the sales process, merchandising, shelve dominance.
Define and analyse product metrics that drive growth.
Run Beta and pilot programs with early-stage products and samples.
Overseeing the research needed to develop the needs of customers.
Deploy compelling communication plan objectives to marketing.
Monitor product penetration and adoption through surveys and social media
Business Development Manager 2017 - 2020
MTN Nigeria
Implement strategic sales and marketing plan.
Leverage insights, data and sound business judgement to build tactical plans that support growth.
Drive the use of data to create actionable plans and recommendations.
Channel management
Ensure growth and profitability of channel partners.
Maximise and achieve distribution increase through strategic sales initiatives and interventions.
Drive product penetration targeting competitions stronghold.
Develop and drive growth strategy focusing on financial and channel partners.
Provide leadership to all categories of of partners within distribution eco system.
Introduce and closesly monitor new product launch.
Grow ales and product conversion.
Go To Market Manager 2014 – 2017
MTN Nigeria
Create and efficiently drive new Product Road map
Product launch and positioning
Manage and track post launch activities.
Develop compelling communication plan
Work closely with Scrum teams and relevant stakeholders
Plan and establish launch timelines.
Identify Golden corridors to drive product presence and brand visibility.
Plan, execute and measure trade readiness for launch.
Close monitoring of competitions product launch timelines and trade penetration
Provide solutions to risks impacting new product launch and market entry
Liase with stakeholders across multiple trade channel
Project Coordinator 2010 - 2014
MTN Nigeria
Ensure teams adherence to timelines and deliverables.
Effectively communicate plans, actions, risks and challenges to key stakeholders.
Manage cross functional stakeholders.
Manage cross functional stakeholders.
Drive timely delivery of project expectations in line with stakeholder expectation.
Produce daily update/progress reports
Distributor Accounts Executive 2008 - 2010
MTN Nigeria
Create futuristic and achievable sales and business plans
Review sales strategy to meet trade needs
Drive sales and distribution of consumer products
Drive achievement of sales and revenue targets through channel partners
Provide trade/distributors with daily feedback.
Position distributors and ensure profitability.
EDUCATIONAL BACKGOUND
BSC Accounting 1993-1998
TRAININGS
Corporate governance Ace Consultants
Leadership Skills Ace Consultants
Policy Development Ace Consultants
Business Analysis CIEL
Agile Scrum Master CIEL
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