Emmanuel Jones
Freetown
Summary
I have demonstrated numerous times that I excel at working in fast-paced environments and that I can function well independently or in a team. Moreover, I have shown that I can take action and lead any assigned project or task to a successful finish. Besides pro-actively participating in contract negotiations and providing beneficial advice and support to executives and managers, I spent most of my work time on the maintenance and management of the compliance database and development and implementation of new procedures to reduce paperwork and increase efficiency as much as possible. I was recognized by supervisors multiple times for being one of the top achieving employees which was a great satisfaction for the hard work and effort I had always put in.
Furthermore, I developed valuable knowledge and expertise in multiple key areas of business development, such as sales, marketing, and finance and I also participated and was involved in various units and societies. Finally, I am proficient in English.
Overview
23
23
years of professional experience
Work History
Geo-Marketing and Survey Executive
Orange (SL) LTD
08.2018 - Current
- Rollout plan (2G, 3G & 4G)
- Retail Rollout plan (National shop, Franchise, POSs etc)
- Investments alignment between network (Base stations-BTSs) and distribution (Point of Sales-PoSs).
- Delivery of Geo-intelligence strategies and plans.
- Network coverage and quality in commercial hotspots.
- Monitor “High Value Customers network” experience.
- CORE RESPONSIBILITIES
- Define target areas to be covered for maintaining and improving Orange leadership on coverage and capacity while optimizing investment expenditures
- Analyze the evolution of trends per areas (traffic, local stated users, penetration, churn, etc.)
- Post-launch evaluation of recently covered areas
- Manage the coverage complaints process (answering to customers)
- Interactive collaboration with FD, TD, BMG/MMCC on any coverage issues;
- Ensure premium Network Quality in commercial hotspots.
- Introduce GIS tools and techniques that improve commercial operational efficiencies.
- Prepare network traffic regional split on monthly basis
- Perform Site profitability analysis utilizing cost of site, projected and actual revenues.
- Prepare regional service Quality Map
- Identify competitive network strength and weakness areas
- Support Geo-marketing field and coverage densification surveys.
- Act as a project manager for new initiatives related to boosting revenue per location.
- Research/Surveys
- Manage research campaigns, analysis and presentations.
- Coordination and technical support for surveys done through telemarketing
- Analyze results and extract relevant information for communicating to department
VOC, Project & Retention
Airtel (SL) LTD/Orange (SL) LTD
Freetown
10.2013 - 07.2018
- Conceptualize and enhance capabilities on product, system and process aspects to capture.
- Customer VOC, analytics and overall experience management related to Products & Services.
- Institute a product issue resolution CFT to action on the resolution of the reasons of call & product issues.
- Establish/Recommend on alternative ways of product management and functionalities before launch and look for permanent solution to fix products causing negative customer experience.
- Map out call volumes against Products & Services and evaluate reasons for top call drivers.
- Work with individuals and teams to encourage and facilitate implementation of service innovation management.
- Evaluate the effectiveness of resources and systems and provide feedback to strategic innovation management.
- Deploy business strategic projects.
- Monitoring the effectiveness of the deployed projects to ensure business objective is achieved.
- MIS & Reporting of project deployment status and risks to project leads
- MIS & Reporting of VOC to management
Customer Service Representative
SPACO/IBM
Freetown
08.2010 - 10.2013
- Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
- Key Accomplishments:
- Managed a high-volume workload within a deadline-driven environment. Resolved an average of 400 inquiries in any given day and consistently met performance benchmarks in all areas (speed, accuracy, volume).
- Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
- Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Admin. Officer
Seaboard West Africa ltd
Freetown
10.2009 - 05.2011
- Work closely with, manage and monitor all inventory process.
- Manage and coordinate all procurement planning, contracting, implementation process.
- Manage all logistics efficiency metrics and monitor achievement.
- Manage all supply chain activities, stock control and store management.
- Ensure that proper controls are implemented in the management of fleet, the schedule for the regular maintenance and servicing of vehicles and generators.
- Manage, monitor and coordinate all fuel issues.
- Facilities management – maintenance and repairs.
- Manage, monitor and coordinate all communication and IT issues.
- Act as network supervisor to co-ordinate telephone and IT development in conjunction with contractors to identify user needs and repairs.
Administrative Zone Leader
Nigeria Ibadan Mission
Ibadan, Oye Street, Nigeria
03.2003 - 04.2005
- Allocation of human resource to the various sections and department of the organization based on their qualification and experiences.
- Making decisions and solving problems, perform difficult staffing duties, including dealing with understaffing, firing employees, administering of disciplinary procedures etc.
- Advice management on organizational policy matters such as equal employment opportunity, sexual harassment, redundancy, dismissal.
- Coaching and developing others by identify the developmental needs of others and coaching, monitoring or otherwise helping others to improve their knowledge and skills.
- Since I plan, direct, control, supervise and coordinate work entities of subordinates, I assess workers behaviors and performance, individual differences in ability, personality and interest for future decision making and allocation.
- Resolving conflicts and negotiating with other by handing complaints, setting dispute, resolving grievances and conflicts, or otherwise negotiating with others.
Education
Business Administration
BYU-Pathway Worldwide
02-2026
Diploma - Human Resource & Personnel Management
Cambridge International College London
07-2008
Diploma - Computer / Software
Sierra Unit Network
04-2008
Skills
- Demonstrate the ability to provide a full range of personnel administrative services and in-depth knowledge of all aspects of personnel management with proven skills; possess strong personal initiative and willingness to accept responsibility; have ability tom maintain confidentiality
- Competence in writing and verbal communication
- Ability to coordinate the work of others, work under pressure to meet tight and conflicting deadlines and handle multiple concurrent activities Have strong organizational skills
- Excellent interpersonal skills: ability to establish and maintain effective partnerships and working relations in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity
- Reliable, responsible and work well independently
- Willingness to keep abreast of new developments in the field of information technology
- Commitment and dedication to duty
- Ability to maintain harmonious working relationships in a multi-cultural environment Displays cultural, gender, religion, race, nationality, general sensitivity and adaptability
- Ability to identify and analyze client’s needs
Interests
Listen to news, Reading Newspaper, Sports, Singing and Dancing
PERSONAL DETAILS
English and Krio
Timeline
Geo-Marketing and Survey Executive
Orange (SL) LTD
08.2018 - Current
VOC, Project & Retention
Airtel (SL) LTD/Orange (SL) LTD
10.2013 - 07.2018
Customer Service Representative
SPACO/IBM
08.2010 - 10.2013
Admin. Officer
Seaboard West Africa ltd
10.2009 - 05.2011
Administrative Zone Leader
Nigeria Ibadan Mission
03.2003 - 04.2005
Diploma - Human Resource & Personnel Management
Cambridge International College London
Diploma - Computer / Software
Sierra Unit Network
Business Administration
BYU-Pathway Worldwide