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Click here or scroll down to respond to this candidateCandidate's Name , CSM, A-SM.+1 Street Address . https://LINKEDIN LINK AVAILABLEBUSINESS GROWTH EXPERT ENERGY(SOLAR), RETAIL & TELECOM SECTORS SALES LEADERHighly motivated Business Growth Expert with over 12 years of sustained revenue generation, market development, channel management (Direct & Indirect), relationship management, Call Centre management, and client retention and operations. I have developed and implemented practical sales strategies and introduced effective processes that boosted business growth while penetrating markets with a successful sales closure/ target achievement history. In the cause of my career, I have led a total of 4 Regional Managers, 7 Area Sales Managers, and 71 sales team members (Account Managers, Supervisors, Direct Sales Agents, Call Centre & Tele-Sales agents). In addition, I Successfully coached these teams while consistently delivering on both business objectives and sales targets.I look forward to joining your firm to grow and increase its profit margins.AREAS OF EXPERTISESales and Business StrategyHigh-Level Stakeholder ManagementProcess design and implementationPartner Relationship ManagementBudget ManagementCommunication/Relationship ManagementSales/Market Analysis using tech tools.Excellent organizational skills.Forecasting, New Market Development and ExpansionSales Channel and Territory ExpansionCall Centre & People ManagementAnnual Sales Plan Development & ExecutionLeadership Style (Strategic, Coaching & Mentoring)Negotiation and Networking SkillsBuild a High-Performance Sales TeamPROFESSIONAL EXPERIENCEHead, Home Broadband AIRTEL Feb. 2021 till dateAs the department head, I am responsible for the creation of Airtel Home broadband strategies and execution of strategy for business from marketing, sales, distribution infrastructure, partnership, branding, collaboration with internal and external stakeholders, and recruitment of the sales team/force across the country at optimizing growth levelsDrive global sales and marketing efforts by designing strategies to increase profit and productivity through customer acquisition, customer onboarding, customer communication, penetration, customer usage, expansion, loyalty, and rewards and retention programs.I initiate planning, forecasting, and conducting operational management of the department and its sales channels (direct and indirect sales channels)I led a team of Regional sales managers, Team leads, and field sales teams in researching, planning, organizing, and executing market-centric plans to drive market interest, create TOMA and create brand awareness through the sales channel.I develop, manage and own the Capital expenditure and Operating expenditure budget plan for the division and ensure sales goals within the approved budgetI am responsible for developing and strengthening long-range partner-enabling strategies to support global expansion and company growth plans.I manage primary Chanel Partner's needs, monitor complexity, risks and opportunities and watch the partner's satisfaction survey to provide feedback on improvement plans/solutions for the accountable regional managersI develop, implement, and iterate on business strategies to deliver growth and positive experience for Sellers/ RetailersI own the recruiting and hiring efforts across the sales team to build a highly productive, performing, and motivated sales teamResponsible for mentoring new and existing team members, monitoring, and reviewing the department's performance appraisal with sales data to analyze a trend, improve performance, reward, and develop competence needs of the Team in line with an agreed development improvement planIdentify, action, and provide solutions on how to improve business input metrics that drive growth, enhance the end-to-end customer experience in collaboration with other internal unitsResponsible for Quarterly business reviews, providing detailed and accurate reports from all sales channels (The Channel Partner, field sales, and experience shop) to the Chief Commercial officerI led sprint reviews and planning meetings to promote team engagement.Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track.I anticipated impediments to the team delivery involving cultural barriers and logistical challenges.Collaborated with key stakeholders (cross-functional teams ranging from management to platform teams and clients) to define, develop, shape, and refine requirements while maintaining detailed project plans inclusive of scope/phases/assignments/dependencies/target datesHead, Global Retail Sales & Scrum Master (ipNX) Sept. 2017 Jan.2021Nigerian Leading Fiber-To-The-Home Telecommunication CompanyI developed, ran, and expanded the setup of ipNX end-to-end Triple play (Data, Voice & Video) retail business from marketing, sales channels (Direct & Indirect), distribution infrastructure, and the country's sales force recruitmentI am responsible for designing global retail sales and marketing strategies with tactical plans to drive global acquisition, customer loyalty, and retention.I grew the revenue-generating customer base on the network, net add of over 22% by 2017 over the EOY 2016 base: 29.4% by 2018 over EOY 2017 and 33.5% by 2019 over EOY 2018 as of 2020; we recorded a 45% growth over 2019 closing customer baseWorked with the engineering unit to coordinate design, implementation of new development and walk-through approval from estates/ MDU & Property developers for the deployment of fiberI reduced 0-30 days of customer inactivity on the network by 25%, 0-90 days of inactivity by 11%, and upheld inactivity reduction with introduced retention Promo and loyalty programs designed for the inactivity base on the networkI developed and managed the division's Capex and Operating expenditure budget plans to ensure business goals were within the approved budget.Grew the retail business revenue from $1.2million recorded in 2017 to over $ 9 million EOFY 2020I championed the retailer channel development with a strategic partnership drive to achieve ipNX global expansion coverage.I led the market planning, forecasting, acquisition of large strategic accounts, onboarding, developing, and maintaining relationships via partnership ties with critical external stakeholders in the country to aid the ipNX global expansion drive.I handled and oversaw all contract negotiations with external partners from the government for ROW to Property Developers, Facility Managers, and Homeowners associations for the right of way in the common areas in the community for a specified period of years and on non-compete termsI was responsible for the end-to-end customer experience journey, the trends and the VOTC (Voice of The Customers) in line with the business objectives through end-to-end planning, training, and resource allocation to implement corrective measures and improve product and service features for sale.I maintained the sales pipeline with the sales channel from door-to-door activities of the field sales team to the telesales unit to drive customer acquisition, retention, and loyalty.I led cross-functional collaboration to drive significant, complex change to achieve business expansion and sustain her as the industry leader.I was responsible for the department's reporting on sales positions from all Channels, and performance appraisal, including performance development in line with an agreed development improvement planI successfully set up and turned the ipNX telesales channel into a significant revenue-generating channelResponsible for assembling the Team to engage the necessary parties for the right of way either from the government or associations, and won many high-value bids across the federation; amongst was winning fiber deployment into Banana Est Ikoyi, the most luxurious estate in Nigeria with a home past of 2,500 and on a 10years exclusivity lock down a contract with the estateI collaborated with key stakeholders (cross-functional teams ranging from management to platform teams and clients) to define, develop, shape, and refine requirements while maintaining detailed project plans inclusive of scope/phases/assignments/dependencies/target datesLed sprint reviews and planning meetings to promote whole-team engagementDrove Scrum team progress to overcome obstacles and realize success throughout each sprint.Shielded scrum team from external interference for optimal productivity and success of the Agile processRegional Sales Manager, Greenlight Planet Jan 2017July 2017A Solar Energy Firm and distribution companyI developed, Ran, and grew sales and distribution operations across Lagos, Ogun State, and Kano.I led all market-side functions of the direct sales business: recruiting a talented sales force, training, coaching, and motivating all sales staff in Nigeria, Kenya, and Uganda.I delivered business revenue KPIs across all Sales channels, leveraging direct and indirect sales outlets.I designed Go to Market strategy and process, set up, trained, and coached the Greenlight planet Easy Buy retail (PAYGO) Salesforce with the telemarketing teamI developed and grew the retailer base with the target revenue from the retailer channel by over 64%.I ensured the correct projection of products and the warehouse and service outlets with retail partners fully stocked.I was responsible for sales acquisition and collection, recorded and maintained a less than 1% bad debt position for two straight quartersI ensured Product & brand visibility in assigned regions via experiential activities geared towards promoting the brand & creating Top of Mind with the targeted consumersI managed the major regional distributors to deliver the set revenue target for the region in line with the business's Annual Operating Plan.Managed Tier 1 Channel Partners Greenlight planet and the Chanel Partners consistently delivered on revenue targetsI was responsible for Collating and analyzing market & channel partners' feedback on various segments and utilized insight for informed business decision-making.I led the initiation of a referral network with local businesses and societies by presenting the value propositions for all the stakeholders while maximizing value for the company from the relationships/associations.I achieved the highest sales/activation across Green Light Planet Africa Operations at the start of operation in Nigeria compared to operations across other Opcos.Principal Consultant VAS4AFRICA RESOURCES June 2016June 2018Provide Value Added Services providers to Telecommunications firms.I designed and implemented strategies for the company's VAS business.Accelerated the growth & gained a more significant market share by creating and implementing sales, rich content, and marketing initiatives.I planned and directed the sales team's day-to-day activities, ensuring teamwork toward achieving targets at a minimal operating cost.I grew the VAS revenue in the first year to $450k in 6month of operation in 2016. 2017 recorded $2.1m, and 2018 delivered $ 4.03 million in revenue.Contact Center Manager, Wakanow Travel and Tours June 2016Dec 2016Responsible for process optimization, ensuring standardization and quality management across all the walk-in centers in the country.Responsible for planning the workflow of the walk-in center support marketing and sales activities,Mentored the agent's progress and developed talents in the contact centersalso increased team engagement and morale through individual and group coaching and other team-building activities.Introduced strategies that grew the traffic to all centers and successfully converted it to revenue by collaborating with outlet managers, retail partners /sellers, and franchise partners. Increased revenue from $ 3 million to $ 5,9 million three-month post implementation of the strategiesResponsible for monitoring competitor intelligence, providing market intelligence, analysis, and recommendations to management on improving processes and end-to-end customer journeyEstablished, measured, and improved key metrics to assess product quality issues, support team performance, and emerging trends in our overall customer experienceResponsible for Interviewing and hiring decisions for the CC team, in collaboration with the HR and management teamTerritory Sales Manager, AIRTEL Bharti May 2014June 2016The third biggest telecoms company in the world and Nigeria's leading service provider of prepaid, post-paid mobile, & 4G services.Responsible for the territory's growth, the usage across all segments (Voice, Data, and messaging platform) and channels, and the evolution of quality customer acquisition with revenue. Delivered monthly income of over N240,000,000 ($1,410,000) (over the monthly target of 150,000,000 ($882,352)) generated from channels within the territory by driving BTS utilization in partnerships with the primary channel partner, retailers and achieving quality activation of 9,500 Unique Customers acquisition monthly.Increased the retailer base from 2,240 to over 5,400 in less than six months exceeding the target of a 4,500 retailer base for the financial yearInitiated campaign management strategies that aided prospecting, and acquisition of new customers, retained and grew customer base in the different market segments; The initiatives and campaigns delivered and exceeded the annual sales service targetReduced 0-30 days customer inactivity on the network in my territory by 45%, 0-90 days inactivity by 19%, and upheld inactivity reduction with introduced retention and loyalty programs considering the specific leg of usage of the customers in the various market segment.Forecasted market trends and conducted a competition assessment of industry productsLed extensive branding of products and ensured brand visibility with MarCom's TeamEnhanced and established new retail distribution channels in the territories, successfully expanded retailer outlets by over 100% in both Financial yearI have effectively utilized the sales automation platform with the deal code portal for planning and managing my territory.Ensured 100% availability of stocks in the territory, enabling quality Gross Adds/SOGA deliverySuccessfully introduced and implemented an interest-free credit scheme with the Channel partner; this aided in ringfencing the retailers, contributing to the expansion of the retailer base by over 100% and owning the territorySuccessfully led Airtel in my territory for three straight quarters to be the Share of Gross Add leader in my regions, Confirmed by the Nigerian Communication CommissionDrove the implementation of HORECA penetration in my territory at Airtel, leading to a 24.5% revenue growthBusiness Analyst, Customer Service Dept Airtel Bharti Oct.2010May 2014Prepare departmental reports and detect root causes for crucial performance indicator deviation.Set up the process and harmonized the group's customer service delivery unit for periodic project updates.Defined, analyzed, and reported all KPIs, financial performance reports, variance analyses, and project profitability analyses in quantifiable business terms across the directorate.Identified gaps and drove correctives, understudied business performance issues, and effects on profitability.Responsible for strategy and process implementation, profitability, and opportunities based on business data analysis.Developed and managed the department's $ 33 million OPEX with a $ 15 million CAPEX budget and guaranteed utilization per the AOP.Managed the outsourcing of the Airtel Nigeria Customer Service Department to IBM, SPANCO, and Tech Mahindra BPOsLed the Apogee project team for Airtel Nigeria, where we recorded high service improvement and achieved many notable projects. One of them is End of Call Notification and My Airtel My Offer. This VAS service was a first in the industry. It turned the department from a cost center to a revenue-generating center, with over $ 10 million generated within the first 12 weeks launch of the project.Team Lead Call Center Dept ZAIN Networks Nov.2007May 2010Telecoms service provider for prepaid, post-paid mobile, & 4G data servicesAs the TL CC, I was responsible for Motivating, coaching, mentoring, training, arranging meetings, and supervising 45 Call Centre Agents.Provided daily, weekly, and monthly reports on agents' performance and call Centre operational activities to the department's head.Responsible for ensuring that the Contact Centre Agents provided consistent qualitative service to customers via monitoring calls and organizing frequent coaching and feedback sessions to ensure the standard operating procedures were followed.Committee member for the call center segmentation with Avaya and Tele train of Holland.Responsible for managing escalated client issues and seeing to prompt resolution within SLA.Developed workflow processes within the Unit and drove its implementation.Responsible for creating and implementing the contact center scheduler, designed by Tele train of Holland for forecasting the call center team operational schedule.Led the Call Centre teams and managed at been recognized as the best call center team for four straight quartersServed as Call Centre Representative: CTI (Computer telephony integration) project and contributed towards building a performing customer service team.Responsible for Interviewing and hiring decisions for the CS team in collaboration with HR and the management teamMaintained team attendance shift and downtime system, making it available for workforce forecasting and generating call center operational activities.Ensure successful completion of SLAs and other client commitments, including abandon rate, time to answer, and individual CSR work processesMonitored quality flow in the call center and various shops in the Lagos region to ensure adherence to the standard operating procedures across all group units.Served as a call Brooks operations, management, recruitment team member and call center trainer on product and service knowledge for old and new consultants.A cross-functional team member set up by the leadership to develop and execute sales-oriented programs to increase product penetration in existing customer accounts.OTHER WORK EXPERIENCESCall Centre Agent, Vmobile Nigeria Nov 2004 Oct 2007Class Teacher (NYSC), Mother of Mercy School Sept 2003 Oct 2004EDUCATIONBachelor of Art (Hons.), History and International StudiesLagos State University Ojo, Lagos-NigeriaCERTIFICATIONS, PROFESSIONAL TRAINING & MEMBERSHIP AFFILIATIONSCertified ScrumMasterAdvanced Scrum MasterMember Project Management Institute Member number 8370465Business Development and AnalysisProject Management, Digital jewels IkoyiEmerging Leaders Development Program, Lagos Business School, NigeriaCertificate: Strategy Execution Workshop, Lagos Business School, NigeriaSix Sigma Online Training CompletionStrategic Planning and ImplementationInternational Standard Organization ISO 9000 Quality Management Service CertifiedCustomer Care Professional Training, Celtel Customer Care Academy HollandService Monitoring TrainingExceeding Customer Expectations and Providing WAO ServiceCustomer Service Role Plays, Customer handling Skills TrainingCustomer Relationship Management TrainingQuality Monitoring via Walk and with the NICE Monitor and Query Logger ApplicationWorkforce Management TrainingScheduler tool training organized by Tele train of HollandCustomer Care Supervisory Skills Training ProgramBuilding Brands Provides up-to-date information on branding and Brand Management.INTERESTSBusiness/Market Analysis, Sales, Business Development, Travelling, Football, Charity, and Family |
