Emmanuel Akpan

Operations Assurance Expert (Networks) at Airtel Nigeria

since July, 2021

ak***07@gmail.com

Education

Work experience

Airtel, Lagos, Nigeria.
 Microsoft Office Suite (Excel, Outlook, Power-point, word)
 Problem-solving and collaborative ability
 Detailed Reporting & Comparative Analysis.
 Excellent communication & interpersonal skills
 Ability to multi-task & prioritise workload
 Excellent time management.
July 2021 – Present
 Implements defined standards, methods, and procedures for evaluating enterprise network
incidents relating to customers for effective service delivery.
 Evaluate service performance and monitor service level agreement (SLA) for designated
customers to ensure compliance with agreed deliverables, ensuring 100% compliance.
 Coordinate and communicate planned and unplanned maintenance activities to customers and
manage change requests received, leading to a 70% reduction in service downtime
 Verify the accuracy of Airtel enterprise network, and customers data in systems, achieving over
80% accuracy in data analysis and record documentation
 Optimise customer satisfaction by meeting the service level agreement terms through rapid
response and network repair with a 24hrs timeline

Work experience

Multichoice, Lagos, Nigeria
Call Centre Executive
 Managed compilation and analysis of customers' technical requirements for resolutions and
documented all queries, resolution steps taken for analysis, and process improvement.
 Maintained customer satisfaction index using Artificial intelligence and existing data to anticipate
customers’ needs and mitigate complaints while providing swift client response and feedback.
 Disseminated information on promotions, customer programs, and up-selling of GOTV's Products and services, improving sales and resulting in a 50% increase in customer retention.
 Demonstrated excellent knowledge of products and service information at first contact over the
phone with customers, closely looping customer's issues to avoid repeat incidences.
 Processed order forms using systems and applications while identifying and escalating priority
issues to management

Work experience

Airtel, Lagos, Nigeria
Enterprise Support (NOC)
 Educated current and prospective customers on Airtel Enterprise products, and services (Leased
circuits, EI-PRI, Private APN)
 Resolved customer issues, answered calls promptly, and reduced wait time by 50% by meeting
Service Level Agreement terms focused on addressing customers' needs and
 Leveraged the company's troubleshooting resolution guidelines to evaluate technical problems
and proffer best-fit solutions resulting in an 80% increase in the resolution time frame.
 Facilitated response to customers' feedback by escalating issues to the appropriate department and
sharing timely updates and root cause analysis with customers.
 Coordinated internal functions, partners, and 3rd party contractors for all network, customer
maintenance and installations-related activities.
 Managed equipment returns, service coordination, closure of calls, and cooperation with other
operating entities, resulting in improved integration of operational processes