Ramson Madu

• Manage customer FiT and SEG accounts.
• Create timely new business accounts into SEG.
• Carry out FiT change of ownership application in line with Ofgem regulations.
• Process and validate generation meter readings submitted by customers or smart meters.
• Create Customer Export MPAN on Ecoes
• Build good customer rapport and retention.
• Work and handle export cases with 100% compliance and accuracy.
• Update customer installation upgrade/ upgrade on Green hub and CFR accurately
• Investigate and resolve billing disputes or payment delays.
• Answer customer queries related to FiT payments, meter reading procedures, or technical issues.
• Provide guidance on energy efficiency, renewable energy upgrades, and how to maximize program benefits.
• Handle complaints in professional and timely manner.

• Handle inbound and outbound calls, emails, and chats related to energy.
• Ensure compliance with regulatory requirements, especially in handling complaints.
• Assist customers with billing inquiries, account management, and payment processing.
• Educate and inform customers about OVO’s Plan Zero mission, encouraging and supporting home decarbonisation through relevant products and services like Smart meters, IHD etc.
• Take responsibility in handling case work and tasks efficiently
• Help customers understand energy rates, usage, and efficiency programs.
• Strong verbal and written communication to explain complex information clearly.
• Active listening to understand customer concerns.

• Receive and resolve customer poor voice/data complaints with concerned parties and build productive relationships.

• Informed customers about company products and services.

• Carryout passive and active audit at MTN-MS sites in over 400 RBS sites.

• Ensured 99.5% Network Availability on all technologies (2G/3G/4G).

• Review Network Daily Availability Reports for underperforming RBS cells and drive closure with technical field teams.

• Conduct routine audits of fiber and microwave links and provide suggestions to the network planning team.

• Monthly audit on fiber maintenance centers, fiber route patrols and escalations of identified snags for closure.

• • Management of SMC (site maintenance contractors). • Planned and scheduled field activities according to set timelines and order of operations.
• • Project Managed and coordinated delivery of Solar panels and battery Storage for over 500 Radio base station sites.

• Resolution of Critical, Major and Minor alarms on ZTE 2G and 3G BTS.
• Resolution of Critical, Major and Minor alarms on Huawei RTN 950&980 equipment.
• Installations and maintenance of Huawei RTN 950/980 and Ericsson DXX 8630 nodes.
• Maintain a comprehensive set record of all transmission links, BTS sites and active spares for all sites within designated areas.
• Good use of Site master to perform Antenna feeder sweep test, Distance-to-fault (DTF) & Voltage Stand Wave Ratio (VSWR). • Carryout configuration of Radio packet link, Ethernet switch ports LAN/WAN, VLAN in MMU 2D and MMU 2H.

• Collaborated with team members to achieve high network availability targets.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolution of Critical, Major and Minor alarms on Ericsson Traffic Node equipment.
• Maintain comprehensive set of records of all transmission links, BTS sites and active spares for all sites within designated area.
• Carryout configuration of Radio packet link, Ethernet switch ports LAN/WAN, VLAN in MMU 2D and MMU2H.
• Resolutions of Faults on Tellabs DXX8630.
• Responding to NOC call outs to attend to faults on site.
• Perform Active Preventive Maintenance on ZTE BTS and on Ericsson Traffic Node.