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14, Ola Ore Street, off Amusa Street, Mafoluku-Oshodi, Lagos, Nigeria
Tel: (+234)-(XXX) XXX-XXXX Email: XXXX@XXXX.XXX Skype ID: tibrah2000 Profile
A collaborative and strategic thinking service delivery manager with a broad scope of
experience in driving customer and business improvements. Key Skills
- Integration experience between telephony and back-end resolution systems.
- Excellent process mapping, analysis and optimization experience.
- Excellence in requirement analysis and design.
- Excellence in customer experience and design principles.
- Excellence in stakeholder management, time management and project management.
- Excellent MS Visio, Project and PowerPoint experience.
- Working knowledge of Katalon StudioR for test automation strategies. Work Experience 01/15 – Till Date
9Mobile Nigeria
Specialist, IVR Management
Responsible for initiating, leading and implementing business enhancing initiatives (self-
service intelligence, call routing and reduced customer effort) on the IVR channel in line with
9Mobile business automation strategy.
- supervise a team in formulating and delivering improvement strategies which deliver an
incremental quarterly revenue of $677,000 during use of IVR Self-Service functionalities.
- liaise closely with third party vendors, such as Avaya, Simberalla and Accenture on a regular
basis to deliver and deploy identified improvement IVR strategies.
- Journey mapped business processes for self-service design analysis, implementation and post
- Develop engagement campaigns towards improved user awareness on IVR capabilities.
- Manage the conduct and reporting of periodic IVR product pilots, post launch tests and user
acceptance tests, which capture “Voice of the Customer” preferences and requirements. 05/11 – 01/15
Etisalat Nigeria
Specialist, Self-Service and Experience Management
Responsible for delivering a differentiated, consistent and unified experience across all self-
service channels.
- Designed and implemented a novel and extensive self-service IVR fulfillment channel with
technical support from Avaya Inc.
- implemented a Customer Immersion program (Customer Centricity project); achieving a
significant organizational transformation, which resulted an NPS growth of 12.5% above the
2nd placed competition.
- Scoped development to deployment of an interactive SMS and USSD solution, resulting in a
55% increase in customer satisfaction with use of alternate channels. 05/08 – 04/11
Etisalat Nigeria
Analyst, Business Process and Implementation
Responsible for developing process models including maturity and continual improvement
programs in line with Etisalat Nigeria strategic objectives.
- Optimized the Sales team “Order to Cash” process to an Oracle ERP automated solution
resulting in improved revenue collections by 80% and customer satisfaction by 65%.
- Developed project business case plans, including cost/benefit analysis, for ERP system
implementation and enhancements.
- Identified process bottlenecks and implemented improved processes and policies.
- Conducted on-site meetings, discussed project progress with project sponsors to troubleshoot
and resolve any issues/problems impeding smooth workflow or project deliverables. Ibrahim Christopher Tunde Education 2012 – 2014
Obafemi Awolowo University, Nigeria – Master of Business Management.
Courses completed: entrepreneurship, human resource management, management of change,
business ethics, operation management, project management, corporate finance and business
law. 1999 – 2004
University of Benin, Benin-City, Nigeria – Bachelor of Civil Engineering.
Courses completed: structural analysis and design, water and waste engineering, geology,
architecture, project management, and cost engineering. Research & Trainings
Strategy and Operations, International Business Management Institute, Germany.
Certified Blockchain Expert, Blockchain Council. (In View)
Data Analytics Training, Philips Consulting Nigeria
Self-Service Channel Pioneer, Etisalat Sri Lanka
Six Sigma Green Belt Training,
Customer Centricity Project, Beyond Philosophy
Business Process Orientation, Etisalat Nigeria
Essentials of Project Management, Alan Zuckerman Consulting. Awards & Honors July XXXXXX Project Ray Re-Brand for 9Mobile
- For the rework and implementation of all Network/IVR announcements with notifications. Jan XXXXXX Chess Player for 9Mobile: 2016 Telecomm Games Ibrahim Christopher Tunde