Ernest Eso
About Me
I am a Product Manager with Business Development and Client Services experience gained working in several sectors including FINTECH, Insurance (Digital Channels Management), Telecoms, and Consulting.
I have over 10year cumulative experience in Customer Support, Business process management, Sales, Revenue Assurance, and Digital Channels Management. I have worked in Telecoms, Logistics, Insurance, Consulting, Logistics, and Digital Technology industries.
I am currently enrolled in a Masters’s in Managing Innovation and Information Technology at the University of Salford, Manchester, UK.
I am looking for opportunities to work in Product Management and UI/UX, where I can gain hands-on experience within a technology-driven environment.
Education
Utiva
Product Accelerator Program.
The University of Lagos
Work & Experience
Senior Manager, Business Development
Suretree Systems
As a Business Development Lead in a Fintech/Insurtech company, I am responsible for Partnership engagement and acquisition, Growth and Sales strategy, Client Services, and retention. • I am responsible for selling our SAAS solutions including our proprietary solution CapSure which was developed for distribution of Insurance, HMO and other financial services to retail/consumers markets using a B2B2C model, that leverages corporate partners with well-developed value chains. We also offer digital marketing capabilities to help drive leads to our partner platform. • Led my team to growth revenues from our insurance schemes by 125% by FY 2021. Signed up 3 major insurance partner in Q4 2021. • I manage the end-to-end process of partner and client onboarding to ensure a seamless process. This involves project management from initiation to launch of all schemes and campaigns across different sectors. • Collaborates with marketing and CX teams to design, develop and deploy new marketing campaigns aimed at drive growth across all our product lines.
Sales Manager
Halogen Security Limited
I was responsible for development and implementation of a go-to market strategy for Digital, Network and Cybersecurity sales. • Generated leads and drove sales of End point, Network, Database, Web/Application, Cloud/Mobile Security solutions. Managed and platform-based security solutions. • Worked in collaboration with diverse sales teams on focal market segments to optimize sector penetration. • Facilitate partnerships with other stakeholders and OEMs (suppliers) to deliver value to our target customer segments. • Documentation of relevant processes as part of ISO 9001:2018 re-certification. • Part of business process automation team using SAGE ERP and CRM solution. Automation of sales process from Lead management to sales closure.
Head Digital Insurance
Coronation Insurance ( formerly Wapic Insurance)
Lead Team responsible for managing the deploying of the company’s 1st E-business platform, enabling online sales and fulfilment. • Initiation of strategic partnerships (B2B) for sales and distribution of insurance products and services via digital and non-digital channels. This involves identifying potential partners with the relevant resources (customer base/distribution network), synergies and capabilities to enable customer acquisition, seamless distribution and sales. • Collaborated and aligned Sales and IT resources to deliver on financial targets using the various channels, with a focus on creating value and providing convenient access to the target customer segments. • Development and deployment of marketing campaigns across the various digital platforms (Social Media, Web and Mobile) tailored towards our target customer segments. This is achieved in collaboration with various stakeholders including marketing, corporate communications, sales and media consultants. • Had oversight for sales generated from all digital channels and tracking transactions to ensure a smooth workflow between all the different stakeholders in the chain. Manages and administers the E-business portal, including initiating system and process improvements. Manages all digital channels projects and initiatives • Managed the deployment of content and audience engagement across web, social media and mobile platforms to ensure consistency in messaging and customer experiences through an omni-channels approach. Ensures the optimization of all active channels in terms ease of access, reach and visibility through SEO, Social Media and Online advertising. Also interprets the analytics based on the customer engagement across all digital platforms to provide much needed sales and marketing strategy data for management’s decision making. • Monitored service levels and service turnaround times across all touch points. Business process optimization and continual improvements for all processes that directly impact on customers.
Quality Assurance, Specialist.
Airtel Nigeria
Coordinated Change management activities including Managing Change Requests, scheduling, impact assessments, contingency planning, and Post Implementation Testing of New or Changes to existing Products, services, and configuration items. Served as a member of the Network Change Advisory Board (CAB) for 5 Years. Worked closely with Billing/IT, Commercial and Technical teams on weekly planning and implementation of service impacting changes to the Network. • Re-engineered and implemented an improved data reconciliation process which led to monthly savings of over $2million. This involved tracking the completeness and integrity Call Detail Records (CDR) transferred from the switches to the Billing systems and Enterprise Data warehouse. • Contributed in the development and implementation of a Test call management process to ensure the proper functionality according to specifications of all Products and Services offered by the company. The process consistently identified and reported all defects and variances in functionality and Billing of Services after they were launched on the network. Reported on revenue impacts of Product and services exceptions identified through the process. • Coordinated and reviewed the documentation of over 30 Standard Operational procedures. Developed a web-based Quality management system for Revenue Management Directorate and Billing Operations unit. • Provided and coordinated back office support for over 200 frontline customer care staff in the resolution of billing and service provisioning related customer complaints. Managed the resolution of Top 10 weekly CRM issues • Generated productivity reports and service levels statistics achieved per shift using Call Centre Management applications for a team of 120 call center agents. Also generated Customer Care consultant attendance reports. Trained new staff on the use of all customer care applications and software.
Coordinator: Billing Escalation
Airtel Nigeria
Provided and coordinated back office support for over 200 frontline customer care staff in resolution of billing and service provisioning related customer complaints. Managed the resolution of Top 10 weekly CRM issues • Generated weekly and monthly reports on Service Level achievements via the oracle database. Investigated and escalated breaches. • Coordinated change management (ITIL) for all changes to Billing systems and configuration items. This ensured that all changes on the network were managed in a structured and controlled manner with adequate planning and approvals.
