Paul Njoku

Improved the billing accuracy from 99.80 % to 99.99%. Exceeded the Monthly Bill Delivery Target which stands at 85% and achieving to 90.18%. Monthly revenue generation of N546 million as a result of invoice and dispatch to Postpaid Customers. Billing Specialist (Data Analytics; Exploring and Describing Data, proactive planning of pre-bill and post-bill production quality assurance to reduce final invoice error). Led the team to drive efficiency in meeting SLAs and bonding. Coached and trained team members on identified gaps for improvement. Billing Invoice Enhancement: New invoice layout for easy understanding and enhance customer experience. Member Digital Customer Life Management (DCLM) Project Team that successfully delivered from Customer Life management (CLM) DCLM migration for MTN Nigeria. Collaborate with various key stakeholders in divisions, Information technology, Customer Relations, Finance, Marketing, Enterprise Business etc. Increased customer’s invoice e-billing by 100% thereby removing the cost and activities associated with Hard copies delivery. Proactive planning of pre-bill and post-bill production quality assurance to reduce final invoice error. Effectively support the entire Billing Service & Support Team, Customer Relations Division of MTN Nigeria. Conducted knowledge share sessions with frontline and back office staffs on Postpaid process & services. Facilitate successful deployment of various MTN Product and Project, like: DCBS Deployment, Redesign of Postpaid Consumer Invoice, Auto-Invoice Delivery via CLM and completion of UAT on DCLM to GoLive.

Numerical and analytical skills in analyzing of Customer transactions, Bills Interpretations and presentations to internal and external customers. Using of excel spreadsheets and other packages to analyze the billing activities/ transactions to customer. Giving breakdown of analysis to Mycustomers internal and external on how invoices were calculated with detailed information. Making sure that usages and payments are accurately captured in invoices and assisting Customers to understand at a glance the billing activities within a given period. Working together with team members to make you that bills are well analyzed to Customer. Generation of revenue to the organization.

Partake in User Acceptance Test (UAT) prior to rollout of products and services to agree with customer support requirements and standard. Create and execute technical test plans for operational and bug fixes. Participate in transitions of the application or technical architecture, design and development components into production environment. Ensure the integrity of the solutions delivered into production environment. Perform reconciliations, proactive monitoring and ensure adequate service controls are in place. Ensure best customer experience of services offered on the different platforms within expected Service Levels. Work with teams and departments external to the immediate team e.g. solution delivery, business users, infrastructure teams, vendors and other developers, to make sure that the configuration and custom components meet application requirements and performance goals. Completion of my MTN NG, Self Service Payment Portal upgrade for Postpaid Consumer Customers. Ensure end-to-end account management for Customer Satisfaction. Work with Product Team, UAT, and support teams to validate new products, new systems, and upgrades. Liaise with vendors responsible for managing systems, tools, and capabilities for analytical needs. Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and increased product knowledge, as well as identify developmental opportunities for team members. Work with other units/departments including Marketing to arrange promotions and local events that increase the presence and visibility of all products within the target market. Ensure value creation by optimizing business projects and activities. Effectively execute stated policies and procedures with respect to quality and performance management. Participate in day-to-day performance and quality monitoring exercises and meetings.

Receive, archive, and update Customers data repository to ensure data integrity on behalf of the account management structure/team. Provide cross-functional analyses of customers in order to investigate trends and develop correlations across customer profiles. Confidential handling, tracking and archiving of all existing submitted Customer Agreement forms (SAF). Reporting of Collation of subscribers agreement forms submitted by Customers on Monthly basis and a follow-up of others not yet submitted with the stakeholders Source and share relevant report from Document Queries and other support units, prioritize initiatives, communicate findings and identify actionable recommendations for the business in area of migration base. Assist in providing the submitted Customers documents to support in litigation and other areas that serve the organization’s purpose. As part of my responsibility to make sure that all impediments that may affect the organization negatively are averted, i personally volunteered myself as an Incident Marshal, to assist in fighting any unwelcome incident(s) directly or indirectly that may act as hazard to Lives and properties of the Organization.

Receive, archive, and update customer’s data repository to ensure data integrity on behalf of the account management structure/team. Provide day-to-day administrative support. Develop and maintain an efficient documentation and filing (electronic and hard) process, assisting in the filing of statutory documents. Collate monthly activity reports from different units within the department. Respond to internal and external customers queries and refer to the appropriate teams to resolve. Deploy timely debt collection interventions on Consumer Post-paid Accounts with collectible and bad debt from utilized credit limit to attain divisional/business performance target. Ensure Integrity in managing subscriber data/information.

Presentation of the project topic “ Economic Analysis of Unemployment and Economic in Nigeria” Having fulfilled all requirements of the University and passed the prescribed examinations. Graduated with Honors in Economics. Under the authority of the Senate of the University.

Second Class Honors. (Lower Division)