Prosper Ezuruike

PROSPER EZECHI EZURUIKE --linkedin.com/in/prosper-ezuruike Lagos,NG PROFESSIONAL SUMMARY Results-driven Project and Product Management Professional with over 6 years of experience in the dynamic telecommunications industry. Proven track record of delivering top-notch customer service and resolving intricate technical issues. Skilled in product life cycle management, growth marketing, and developing competitive digital services. Managing high-volume projects with ease, diagnosing and resolving complex operational problems, and providing effective solutions that exceed stakeholder expectations. Adept communicator and collaborative team player with a proven track record of enhancing project operations and contributing to company success. EDUCATION INDUSTRIAL RELATIONS AND PERSONNEL MANAGEMENT2019 University of Lagos. WORK EXPERIENCE Customer Support RepresentativeFeb’25 – Present OobitLithuania Reduced Ticket Backlog by 96%: Cleared out 41,000 pending support tickets, bringing them down to 1,600 within two weeks, significantly improving response time. Increased First Response Time (FRT) Efficiency by 85%: Implemented proactive strategies to ensure customer inquiries were acknowledged within minutes, enhancing user experience. Achieved 95%+ Customer Satisfaction (CSAT) Score: Consistently delivered high-quality support, resolving customer issues efficiently across email, chat, and social media. Enhanced Ticket Resolution Time by 70%: Optimized workflows and automated repetitive tasks, significantly reducing the time taken to resolve customer issues. Managed High Volume Support Requests: Successfully handled an average of 100+ tickets daily, ensuring minimal escalation rates and high retention. Improved App Store Review Ratings: Monitored and addressed app store feedback, increasing positive customer reviews and reducing negative sentiment by 60%. Developed Knowledge Base Content: Contributed to internal documentation, creating at least 5 new guides monthly to streamline resolutions and reduce repeat inquiries. Executive IT Support SpecialistApril '22 - Present MTN NigeriaLagos, Nigeria Reinforced First Call Resolution (FCR): Achieve a monthly average of 91% FCR on all customer support calls ensuring effective diagnosis and troubleshooting of technical issues within the first interaction Increased Average Resolution Time (ART): Resolve customer issues within an average of 5 minutes Maintained Customer Satisfaction (CSAT): Maintain a minimum 90% CSAT score, MoM, based on post-interaction customer surveys. This metric ensures customers are happy with the resolution provided and the overall support experience Sustained Knowledge Base Contribution: Contribute to the internal knowledge base by documenting at least 2 new solutions per month for frequently encountered technical issues. This helps build a robust knowledge base for future reference and improves efficiency for both staff and customers Decreased Escalation Rate: Maintain a below 5% escalation rate for complex technical issues that require advanced troubleshooting or engineering intervention. This ensures efficient use of resources by directing complex cases to the appropriate teams while demonstrating strong problem- solving skills for resolving most issues independently. Product Analyst Lifestyle & VAS (Job Rotation)April’22 – Present MTN NigeriaLagos, Nigeria Engage with partners for review of proposals on new digital services Develop and enhance product requirement specification for digital services Liaise with cross functional departments (Marketing, CR, IT, CEX/CS/FIN) for launch of services and resolution of queries Foster and coordinate the engagement between the Vendors and the Business. Ensure prompt completion of the Daily, Weekly and Monthly report Monitor and manage the performance of a product and provide feedback Monitor escalations of product related issues to ensure prompt resolution Participate in UAT and Operational test with partners and other stakeholders Perform PIT and archive reports Coordinate and partake in cross functional sessions on product improvement Perform comparative analysis of product/services, benchmarking with the best in the industry. Product Designer/Project ManagerApril’22 – Dec’23 Enforca Technologies (Remote)London, United Kingdom Exceptional Team Leadership: Successfully manage and align cross-functional teams of software developers, UI/UX designers, and business development professionals, achieving a remarkable KPI achievement. Strategic Project Planning: Develop and execute comprehensive project plans, identifying and mitigating risks, and capitalizing on opportunities through collaborative efforts with business executives, resulting in a 15% reduction in project risks and a 25% increase in opportunities. Enhanced Delivery Efficiency: Improved project delivery time by 30% through the implementation of robust tracking and reporting mechanisms, ensuring effective monitoring of team velocity and sprint progress. Agile Team Management: Demonstrated expertise in managing Agile teams, increasing project completion rates by 20% and reducing sprint goal achievement time by 15%, resulting in a 10% increase in overall project performance. Followed the full process of User research, User flows, Information architecture, design and market monitoring to create functional products and services. Design, develop, test, launch and manage full product lifecycle in line with the procedures and policies. Monitor and improve NPS in relation to the product lifestyle. Managed a cross-functional team of engineers, designers, and partners to ensure a distinct competitive delivery of services.  Developed and implemented product roadmaps, pricing strategies, and launch plans based on market analysis and customer insights.  Gathered and analyzed User feedback from Customers that helps improve services performance.  Collaborated with sales and marketing teams to create effective product and services positioning, messaging, and sales collateral.  Created and executed go-to-market plans, including product positioning, pricing and marketing campaigns.  Project AssistantFeb’21 – April’22 CWG PLC.Lagos Enhanced Project Task Management: Achieved a 95% task completion rate within designated deadlines, ensuring efficient project delivery while maintaining a manageable workload. Amplified Project Issue Resolution Time: Resolved critical project issues (e.g., delays, resource constraints) within an average of 15 minutes, prioritizing swift response and resolution to minimize project impact. Administered Proactive Project Planning: Completed over 90% of project planning tasks on time, ensuring proactive project preparation to minimize potential issues and delays. Elevated Project Stakeholder Satisfaction: Maintained an average 85% stakeholder satisfaction rating, based on regular project updates and feedback forms, emphasizing effective communication and project support. Encouraged Project Knowledge Sharing: Utilized project knowledge and resources for at least 75% of project tasks, promoting efficient project delivery and reducing redundant effort duplication. Risk Management Expertise: Achieved a 90% risk reduction ratio by identifying, assessing, and mitigating project risks through a comprehensive risk management plan, ensuring project stability and success. Assistant Product/Operations SupervisorJan’20 – Feb’21 OBASANJO FARMS NIGERIA LTD.Ogun, Nigeria Guided Product Cycle Time: Reduced the average product cycle time for from inception to lauch Superintended New Product Onboarding: Worked with the Team to realize a 100% completion rate for all onboarding tasks (e.g., Chicken, Platains) within the first 15 days of a new product. This ensures a smooth and efficient onboarding process for new products. Charted Stakeholder Management: Processed feedback requests with a 100% accuracy rate and ensure timely approvals within 2 business days. TOOLS Microsoft Office Suite (MS Outlook, Word, Excel, PowerPoint) Monday, Jira, Trello, Asana Figma SolarWinds Network Performance Monitor (NPM) PRTG Network Monitor ManageEngine OpManager TeamViewer AnyDesk Google Workspace Zoho Workspace Windows Remote Desktop Ping, Traceroute, Wireshark KEY SKILLS Analytical and critical thinking Product innovation Agile Methodologies Product Lifecycle Management Stakeholder Management Risk Management Wireless Networking Database Administration and Management Time Management IT Security and Configuration Management Disaster Recovery Planning Quality Assurance Configuring Client Computer Systems Technical Support Network Administration, Configuration Management, System Enhancement Cloud Services (Azure, AWS) CERTIFICATION / LICENSES Graphic Designing - 2017 Digital Marketing - 2017 Human Resource Management - 2021 Customer Relationship Management - 2021 Project Management (Associate Degree) - 2021 IT Support Engineer (Training and Certification) - 2021 Salesforce Certified Associate - 2023 Remote Work Professional Certification - 2023 Project Management (Essentials Certified) - 2023 Certified Associate (Scrum Fundamentals) - 2023 REFEREES Available on demand.