UGOCHI MARY ONUOHA

Conducted need assessments with stakeholders to understand and improved service orders.

Streamlined business processes and created process and workflow maps using Microsoft Visio and created backlogs on Jira using the acceptance criteria to provide service improvements.

Collaborated with key business users to gather process and user requirements.

Optimized roles and facilitated effective communication.

Tailored guidance to meet client needs and ensure exceptional customer experiences.

Conducted brainstorming workshop sessions, engaged with Stakeholders to understand, and integrate their business needs into technology.

Collected, compiled, and interpreted business data and drafted reports.
Managed and tracked tasks using Trello.
Performed a Gap Analysis to establish the AS Is, and To Be processes.
Created Wireframe Mock-ups using Balsamic for the ecommerce website.
Used Hybrid methodologies of AGILE SCRUM to deliver the
Ecommerce project.
Created Process and Workflow maps using Microsoft Visio and created backlogs on Jira using the acceptance criteria.
Updated the RAID log to identify, manage and recommended action to mitigate risk.

Gathered requirements for an effective Business Process Management to create a smooth-running Business as Usual (BAU) flow.

• Managed end-to-end corporate and staff account activations, migrations, and reconciliation
• Resolved incident-related issues and reduced turnaround time
• Led process and policy change through inter-departmental communication
• Automated sim activation and roaming processes for efficiency
• Participated in process mapping and user acceptance testing for new product rollout
• Strategized and implemented customer feedback-driven process improvements
• Improved customer service initiatives by streamlining sales and order management processes.
• Completed documentation and logs each day, generating detailed weekly reports.
• Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
• Enhanced customer satisfaction ratings by managing client enquires through to resolution.
• Managed workflow to continuously exceed quality service goals.

• Tele-marketed products and services, driving revenue growth
• Efficiently resolved customer concerns and complaints
• Managed high-volume customer queries, multitasking effectively
• Participated in the EViews system clean-up project for billing.