The Customer Experience Management Africa Summit is co-located with the CXA Awards. Click here to visit the CXA Awards website
Ugonwa Nwoye is the Customer Services Executive at MTN Nigeria, the largest telecommunications company in Africa with over 60million Customers.
Ugonwa has over 20 years of professional experience in three international service organisations, spanning oil and gas, strategy consulting and telecommunications. She has over 14 years’ experience in the telecommunications sector with extensive skills in Innovation and Product Strategy, Customer Experience, Customer Services, Project Management, Organizational and Business Transformation, as well as People Management.
Ugonwa holds a Bachelor’s degree in Electronic Engineering (B.Eng) from the University of Nigeria, Nsukka; and a Masters in Business Administration (MBA) from the Harvard Business School, Boston. She has also acquired executive education from the International Institute for Management Development, Lausanne.
Her career in telecommunications and ICT began with her role as a Product Manager
As MTN Nigeria’s General Manager, Innovation and Product Development for six years, she led the creation and implementation of innovation and go to market strategies, as well as consumer tariff plans and value added services for diverse consumer segments, all of which contributed immensely to the growth and positioning of the MTN brand in Nigeria. Under her watch, MTN Nigeria became the largest distributor of music in Africa, with the Caller Tunez service. She also led the development of various service suites, including MTN Music+, which has become a pioneer streaming service in Nigeria.
Among several milestone achievements include developing the business case, scope and model for the implementation of the MTN Nigeria network managed services transformation programme; as well as the sale of MTN Nigeria’s vast tower assets in line with MTN asset optimization strategy. Apart from delivering considerable OPEX savings, the managed services change programme remains an example of best practice in the MTN Group.
As C-suite executive leading Customer Operations, she leads the largest Customer Care operation in telecommunications in Africa and the Middle East and has overseen the business transformation process in this area. Under her leadership, MTN Nigeria successfully transformed the inbound call centre model of the largest Call Centre in Africa, through an outsourcing to a BPO outfit; this led to significantly improved Customer contacting experience, business process optimization in MTNN and improved organizational efficiency leading to cost savings in excess of $10M.
Ugonwa is a board member of Content Connect International, a new media and content and entertainment company.
In her private capacity, she has worked with organisations as a mentor to young professionals.
Copyright © 2017 Kinetic