OKOYEOCHA, VALENTINE NNAMDI

[email protected] • +234 803 823 7862 • Ago Palace Way Isolo, Lagos, NG

PROFESSIONAL SUMMARY

Dynamic IT leader with extensive experience in customer operations and project management, leveraging methodologies such as Agile and Scrum to drive efficiency and enhance service delivery. Successfully managed cross-functional teams on IT projects that improved customer satisfaction by 30% and reduced operational costs by 20%. Proficient in utilizing tools like Microsoft Office 365 and project management software to streamline processes and foster collaboration. Committed to delivering innovative solutions that align with organizational goals and elevate customer experiences.

WORK EXPERIENCE

Outbound Customer Operations/Support Experience/ Campaign Management

07/2025 - Present

MTN Nigeria Limited

• Proactively followed up with customers to gather feedback on reported issues, ensuring timely resolution and improved customer satisfaction

• Delivered clear and accurate information on products and services, enhancing customer understanding and engagement

• Promoted and educated customers on new and existing offerings, contributing to increased product adoption and customer retention

• Built and sustained strong customer relationships through trust, professionalism, and a deep understanding of customer needs

• Drove business growth by meeting and exceeding targets through acquisition of new customers and effective management of existing accounts

• Efficiently escalated and coordinated complex customer issues with relevant departments to ensure prompt and effective resolution

• Maintained high service standards while working in a fast-paced, target-driven environment

• Demonstrated commitment to continuous professional development to stay aligned with evolving digital and telecommunications trends

Project Manager /Information Technology /Head Operations

07/2017 - 07/2025

T-One Technologies Limited , Ilupeju, Lagos

• Oversee the installation, configuration, and maintenance of computer hardware, software, networks, and servers

• Implemented a new loyalty program to ensure the growth of new clients into a loyal customer base within a specialized niche market

• Researching, designing, implementing and managing various applications

• Resolution of faults, diagnosis of various applications

• Ensure the Incident management process is adhered to

• Training end users

• Create technical documentation for reference and reporting

• Develop workflows for each process

• Provide improvement initiatives test and get appropriate signoff

• Liaise with cross-functional stakeholders to document requirements, analyse and proffer solutions

• Executed administrative tasks, including coordinating and managing policy renewals related to key projects and utilizing ERP systems

• Maintained high service standards while working in a fast-paced, target-driven environment

• Demonstrated commitment to continuous professional development to stay aligned with evolving digital and telecommunications trends

Seal Team Head – Trade Development

02/2015 - 06/2017

Flour Mills of Nigeria (FMN) , Apapa, LA

• Leverage a comprehensive understanding of the market to support investment growth opportunities, provide market insight, and offer data to inform investment plans

• Formulate and execute the business strategy, advancing service delivery and external waste management solutions as outlined in the business plan

• Lead, motivate, and performance manage sales teams to optimize sales opportunities and drive business growth

• Achieved a 20% increase in web traffic by collaborating with multiple teams, extracting insights, and adapting working styles to ensure timely project delivery

• Participate in client meetings to present equipment to customers and suppliers, foster networking opportunities, and cultivate supplier relationships to boost sales

Admin / Research Analyst

09/2013 - 01/2015

Servi power company limited , Amuwo Odofin, Lagos

• Increased revenue for over 10 clients by 20% through in-depth analysis of SEO data and formulation of strategic recommendations

• Assessed the effectiveness of marketing programs and strategies, employing various methods for data collection such as surveys, questionnaires, and sales opinion polls

• Conducted comprehensive data gathering on consumers, competitors, and market conditions to inform decision-making

• Transformed intricate data and findings into clear tables, and written reports for enhanced understanding

• Prepared detailed reports and delivered presentations of results to both generator clients and management

• Collaborate with cross-functional teams to understand project requirements and objectives

Admin Officer – Intern (NYSC)

02/2011 - 01/2012

Federal Mortgage Bank of Nigeria , Lagos island, LA

• Issuing passbooks to eligible employees/individuals

• Providing assistance to customers regarding the National Housing Fund scheme

• Compiling and reconciling account schedules for individual companies

• Processing and documenting customer/company registration forms

• Inspection of projects for FMBN

EDUCATION

Bachelor of Science, (Hons) Marketing

05/2010

University of Nigeria, Nsukka , AN, NG

SKILLS

CERTIFICATIONS

RISK MANAGEMENT

01/2015

London Training Services

BUSINESS MANAGEMENT CERTIFICATION

01/2023

Udemy

PROJECT MANAGEMENT CERTIFICATION

01/2025

GOOGLE