1. Okonofua Osi'
Curriculum Vitae
Personal information
First name(s) / Surname(s) Okonofua Osi-imoelin Phillip
Address(es) 3 Tobo Okonofua Street, Silva Estate, Idimu Road, Lagos State.
P.O.Box 55075 Ikoyi, Lagos State, Nigeria.
Mobile(s) (+234)7031309693,
07062022234
E-mail ositocin@yahoo.com, ositocin@gmail.com
Nationality Nigerian
Date of birth 3rd May 1986
Gender Male
Desired employment /
Occupational field
Education/ Telecomm/Marketing/Finance/HR/Pharmaceuticals
Work experience Mobile Telecommunications Network, Nigeria (MTNN)
Dates August, 24 2015 – Till date.
Occupation or position held Technical Support (ICT: Data and Devices)
Main activities and
responsibilities
 Engage in Research studies on latest technology advancements in
Mobile telephony services as regards MTN Nigeria.
 Interfaces with various groups in the company in resolving network
problems, ensuring all unresolved faults of Internet and Data
Services are escalated to Customer Support Engineers and NMC
Data/Internet Co-ordinator.
 Manage allocated network elements and services efficiently.
Analyse Network performance and Improve network quality by
proper monitoring of all network elements on a real time basis.
 Interrelate with Customer Support Engineers as regards new
installations and clients connection on ports.
 Perform post-implementation analysis and provide feedback on
improvements of Data/Internet functionality to NMC and other

2. stakeholder departments.
 Ensures proper monitoring of all network changes according to the
organisation process /procedures and also provide regular updates
on MTNN Data performance and other network issues to the
management and other relevant departments in .the organization.
 Ensure active collaboration between my team and third party
companies to ensure uninterrupted links failure between MTNN
and clients, to reduce service outage hour during fault resolution
and mean time to repair fault (MTTR).we provide on-site technical
support to NSMC Engineers BSS, NSS and VAS.
 Generate Trouble tickets, daily written and graphical status report
on customer’s problem resolution stating causes, steps/actions
taken to resolve the issue (NOC operation support and reporting)
Dates September 9, 2009 – August 24, 2015
Occupation or position held Customer Relations Officer
Main activities and
responsibilities
Priority Customer Management:
 Identifying High Value Customers by assessing their lifetime value
based on certain key metrics including period of relationship, value
and frequency of purchases.
 Identifying and resolving customer complaints.
 Establishing new business and keeping accurate records
 Enhancing lifetime value of customers via proactive customer
contact management systems, loyalty management, up selling and
cross selling value added services, churn management and
retention strategies
 Monitoring Customer Satisfaction with products and services
offered
 Managing Feedbacks from customers and providing future buying
trends.
 Effectively communicating and maintaining brand image.
 Providing relevant information by collecting, analyzing and
summarizing data and trends.
User Acceptance Tester:
 Execute Test Plan (execute test cases- system and UAT)
 Plausibility and Usability of UAT test cases based on requirements,
business designs and business scenarios where necessary, with
regards to software and product innovation
 Ensure test case requirement Traceability
 Testing and confirming End-user experience of software, product
or service in order to ensure seamless transition once test objects
go-live on the Network.

3.  Provide status to Testing Coordinator
Team Lead:
 Attending Team Meetings and Sharing best practices with
colleagues
 Regular meetings with Shift Lead/Supervisor to provide feedback
and also receive instructions or actions.
 Responsible for suggesting methods to improve efficiency and
service to both internal and external customers
 Relationship management - internally(between management and
team mates), and externally (follow ups after interaction between
individuals in the Team and customers)
 Provide coaching and mentoring to team members (as/when
needed)
 Ensures high productivity rate is maintained within the Team and
Targets are reached and surpassed.
Name and address of
employer
Mobile Telecommunications Network, Nigeria (MTNN), Maritime House,
Berger-cement bus/stop, Apapa/Oshodi expressway, Lagos State,
Nigeria.
Type of business or sector Telecomm
Level in national or
international classification
Leading Brand: IIP Awards Finalist (Investors In People), No.6 top
company in Nigeria & one of the top 100 most valuable global brands.
Oceanic Bank International Plc
Dates 26th March 2008 - 25th March 2009
Occupation or position held Retail Marketing, Credit & Loans Officer
Main activities and
responsibilities
Retail Marketing:
 Driving increase and efficiency in sales so as to meet sales target
 Analysing sales figures, forecasting and report presentation of
Branches high performing accounts with regards to individuals and
business weekly turnover
 Participating in the organization of special promotions and events
at branch level.
 Promoting and managing the marketing the business
 Dealing with customer queries and complaints
Credit & Loans Officer:
 Approve loans within specified limits, and refer loan applications
outside limits to management for approval
 Meet with applicants to obtain information for loan applications
and to answer questions about the process
 Analyze applicants' financial status, credit, and property
evaluations to determine feasibility of granting loans (KYC checks)
 Explain to customers the different types of loans and credit
options that are available, as well as terms of those services.
 Obtain and compile copies of loan applicants' credit histories,
corporate financial statements and other financial information.

4.  Review and update credit and loan files.
Name and address of
employer
Oceanic Bank International Plc, 15 Ajilosun Street, opposite fayose
market, Ado Ekiti, Ekiti State, Nigeria.
Type of business or sector Banking
Certification and Training
Date of Completion 2013
Title of
Training/Certification/
qualification awarded
PMP, Project Management Training
Name, Address and type of
organisation providing
education and training
Self Study
Date of Completion 4th December 2012
Title of
Training/Certification/
qualification awarded
Certificate in Linux & Oracle Database Administration
Name, Address and type of
organisation providing
education and training
NIIT Festac Town Centre, Nigeria - Institute of Information and
Technology
Date of Completion May 2011
Title of
Training/Certification/
qualification awarded
The Award for Customer Service Professionals & Managers
Name, Address and type of
organisation providing
education and training
Customer 1st International, UK - Association of Business Practitioners
Date & Title of
Training/Certification/
qualification awarded
respectively
 Priority Customer Management - 13th March, 2015
 Customer Satisfaction Through Service -14th March, 2014
 Understanding the Importance - 3rd May, 2013
 How May I Help You Training -17th of September - 12th of October,
2009
Objective of Training • Introduction to Customer service as a profession, Customer
Relationship management tools, Company policies, Procedures &
Policies,
• Understanding the importance of Customer, Customer
Satisfaction, Moments of Truth & Perception, as well as creating
customer delight,
• Practicing complaint handling skills and how to create positive
memorable experience for all customers,
• Identifying, Attracting and Retaining High Value Customers,
• Enhancing Lifetime Value profitability of customers,
• Improve Value proposition through up-selling and cross-selling

5. • Managing customers contact proactively as well as customer
feedback
• Important Quality characteristics of Customer Service
Name, Address and type of
organisation providing
education and training
HR Exponentials, 20 African Church Street, Jungle bus/stop, Ifako, Ogba-
Lagos State - Human Resource Company.
Date of Completion April 2008 - February 2009
Title of
Training/Certification/
qualification awarded
respectively
Certificate of Completion PEER EDUCATION TRAINING COURSE under
the National Reproductive Health and HIV/AIDS Prevention and Care
Project Through the NYSC Scheme
Objective of Training • To enable corps members or trainers spearhead growth and
awareness of HIV/AIDS within the community and thereafter in
respective environment,
• Peer educators are trained not only to be compassionate in the
implementation of HIV/AIDS projects, but also effective in terms of
skills and methodologies,
• Helps the trainer to create safe and trustworthy contexts within
which people infected or affected by HIV can find help and
direction,
• Identify and solve problems by discussing the consequences of
people living with HIV/AIDS in relation to infected and affected
people, community and society,
• Understanding the nature, transmission, sexuality and sexually
transmitted infections (STI's) including HIV and AIDS.
Name, Address and type of
organisation providing
education and training
National Youth Service Corps, NYSC Permanent Orientation Camp, Ise-
Orun/Emure Local Government Area, Ekiti State.
Education Tertiary:
Dates 27th January 2015 till date
Title of qualification
awarded
Master of Industrial and Labour Relations (MILR) in View
Name of Institution &
Address
University of Lagos, Akoka, Nigeria (UNILAG)
Dates 14th October 2003 - 30th October 2007
Title of qualification
awarded & Degree
Obtained
Bachelor of Science in Biochemistry (BSc), 2nd Class Lower.
Name of Institution &
Address
Madonna University, Okija, Anambra State, Nigeria
Secondary:

6. Dates 1996 - 26th August 2002
Title of qualification
awarded
West African School Certificate Exams (W.A.S.C.E)
Name of Institution &
Address
St Francis Catholic Secondary School, Liasu Road, Ikotun-Egbe, Lagos
State
Basic:
Dates 1990 - 1996
Title of qualification
awarded
Primary School Leaving Certificate
Name of Institution &
Address
Effortswill Nursery and Primary School, Ejigbo, Lagos State
Personal skills and
competences
Personal skills and competences i have acquired in the course of living,
travelling, working and career experience are Self-Management,
Independent Learning, Goal skills, Commitment, Leadership, tolerance
and Respect.
Mother tongue(s) Esan
Other language(s) English and Yoruba Language
Self-assessment Language Speaking Understanding Writing
Listening Reading
Esan Mother
Tongue
1 3 3
English 2 1 2 2
Yoruba 4 2 3 3
Language skills: Indicate competence on a scale of 1 to 5 (1 - excellent; 5 -
basic)
Social skills and
competences
I have ample social capacities and this facilitates my ability to initiate,
communicate, interact and maintain positive social relationships with
others in work and life such as excellent communication skills, self
control, team work, social ethics, acquired through travelling,
researching, writing, verbal, living, working and collaborating with
different people, professionals, teams, institutions and organizations
from multicultural environments in and outside my country of residence,
Nigeria.
Organisational skills and
competences
Project management skills, Planning evaluation, organization,
supervisory, keen anticipation of problems or constraints, problem
solving and decision making, strong assessment skills, ability to multi-

7. task, Business awareness and result-driven gotten from work experience
and several and continuous training programmes.
Technical / Computer skills
and competences
Proficient use of Microsoft Office Suites(Excel, Word, PowerPoint,
Outlook and Access), Internet, Email, Linux, Oracle data base
administration, Customer Relationship Management Tools (such as
Siebel, Citrix, etc), fair knowledge of computer hardware and software
functioning, Typing and End User Support
Other skills and
competences
Social media skills - necessary in solving information problems by means
of social networking sites in order to also enhance and communicate
digitally with users.
References
Name Mr. Lawrence Ojemen
Position Held & Address of
Employer
Head General Service - First Bank of Nigeria, Plc, Samuel Asabia House, 35
Marina, Lagos State.
E-mail lawrence.ojemen@firstbanknigeria.com
Name Mr. Gideon Obhakhan
Position Held & Address of
Employer
Senior Manager Network Service Planning - MTN Nigeria, Network
Group, Golden Plaza, Ikoyi, Lagos State.
E-mail GideonO@mtnnigeria.net
Name Mr. Vincent Okojie
Position Held & Address of
Employer
Credit Officer - Sheraton Hotels and Towers, Ikeja, Lagos State.
E-mail vincent.okojie@sheraton.com