Charles O Ibonye
Saint John,New Brunswick
Summary
Experienced in global business strategy leadership, technology optimization, and fostering collaboration with engineering teams to enhance products while aligning with business goals. Proficient in english languages and culturally adept across Africa, Asia, Europe, and North America. Skilled in developing and executing comprehensive testing plans for various systems, simplifying complex technologies, and dedicated to customer service excellence. Actively involved in volunteer work with the Project Management Institute and the Tony Elumelu Foundation. Flexible and open to travel or relocation as required.
Overview
17
17
years of professional experience
13
13
Certification
Work History
Customer Service Advisor/HMD Project Specialist
Foundever (Formerly Sitel Group)
04.2022 - 12.2023
- Demonstrated exemplary conduct, professionalism, and a positive attitude while interacting with customers and stakeholders, contributing to the positive corporate image of HMD Global for Nokia mobile phones operation.
- Provided crucial project service specialist support for the successful launch of the HMD Nokia Circular subscription device services in September 2022.
- Educated customers on billing, payment processing, and support policies, displaying active listening skills and efficiently handling and escalating concerns as needed.
- Achieved an outstanding customer Service Level Agreement of 95%, surpassing the target of 90%, by utilizing extensive product knowledge and creating positive and welcoming experiences for customers.
- Collaborated effectively with team members to enhance the overall customer service experience, resulting in an exceptional customer satisfaction rate of 98%, exceeding the target of 90%.
- Ensured quality monitoring and increased customer retention rates by meticulously following up on all critical inter-departmental escalations, achieving a quality monitoring rate of 97% against the targeted 90%.
- Recorded all customer interactions in the CRM tool FreshDesk and provided comprehensive reports on product-related feedback to HMD, contributing to product improvement and development.
- Actively participated in team meetings and training sessions to stay updated on product updates and changes, ensuring a well-informed and knowledgeable approach to customer service delivery.
Project Management Subject Matter Expert Volunteer
Project Management Institute
01.2020 - Current
- Successfully completed assigned tasks by the global volunteer coordinator for PMI, maintaining a high level of professionalism and upholding PMI's values during PMP exam development review sessions and the ProjeXplorer virtual summit.
- Reviewed and assessed more than 600 Project Management Professional exam questions, contributing to the development and improvement of the exam content.
- Demonstrated organizational and project management skills by playing a key role as a virtual team member in the Bulgaria chapter's project management annual conference, the ProjeXplorer virtual summit, held from December 1-3, 2021.
- Skillfully captured and documented conference requirements from stakeholders and translated them into structured functional, non-functional, and technological requirements using Agile and Kanban methodologies, ensuring the event's success.
- Managed and provided support for the IT infrastructure of the virtual summit, including platforms like Whova, Salesforce, and the WordPress website, ensuring a seamless and effective conference experience for all participants.
Director, Projects and Business Development
SEIC Limited
11.2019 - 03.2022
- Led the development and establishment of the startup's project and business development unit, focusing on program policy and procedure development, revenue growth in cloud-enabled technology solutions, new product and business development, marketing, project management, and sales operations leadership for Mid-growth enterprises.
- Successfully managed the business program scope, ensuring alignment with strategic business objectives, and developed a comprehensive three-year strategy, business model canvas, requirement specification, financial model, and mission playbook.
- Negotiated and signed a strategic partnership with Tru North X Limited, United Kingdom, to provide a threat visualization, incident, and SOS crisis response platform (CompassX/City Vue).
- Gained membership in key industry associations, including the FinTech Association of Nigeria, Blockchain Nigeria User Group, and Stakeholders in Blockchain Technology Association of Nigeria.
- Established key partnerships for SEICPAY Financial Inclusion, Innovative Quest Lab for data annotation, and the Morse web3 social app platform, piloting the beta version within just six months.
- Effectively gathered and documented requirements for mobile apps (SEICPAY, MORSE, and CompassX) and API endpoints using Agile principles, ensuring clear alignment with organizational goals.
- Conducted regulatory compliance checks on company documentation to ensure alignment with regulatory requirements.
- Initiated and optimized business development strategies based on company targets, product specifications, market data, and budget considerations.
- Identified and pursued valuable business opportunities, resulting in new revenue generation and improved profitability.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and increase revenues.
Business Director, Emergent Sector
CWG Plc.
01.2016 - 10.2019
- Drove revenue growth in cloud-enabled technology solutions, product development, and sales operations leadership across diverse Emergent sectors, including Oil & Gas, Financial Services, Manufacturing, Healthcare, Transportation, SMEs, and Retail.
- Successfully expanded business relationships with new clientele, customizing solutions to meet their specific needs, goals, and objectives.
- Leveraged global pre-sales expertise to promote best practices, value selling, and continuous development in software product and sales strategies for clients.
- Took ownership of budgeting, P&L performance, and financial milestones for the Emergent business unit.
- Managed and mentored a high-performing team of 5 sales executives and 1 project manager spanning 3 regions, leading them to achieve business targets.
- Achieved a significant milestone by reaching 70% of the 2019 revenue target ($2.2 million) by Q3 (Sept 2019).
- Received the CEO Recognition Award for exceeding half-year marginal revenue targets in 2016.
- Successfully grew the number of Cooperators on the Unified Cooperative Platform to over 10,000 users, facilitating transactions exceeding $2 million.
- Negotiated and signed 3 key strategic partnership agreements for Platform Businesses within 6 months, generating $45,000 with an expected annual revenue of $230,000.
- Fostered a crucial partnership with the National Cooperative Financing Agency of Nigeria CEO and the Chairman of the Product Working Group at the Financial Inclusion Secretariat of the Central Bank of Nigeria, facilitating financial inclusion for 10,000 Cooperators through the Unified Cooperative Platform.
- Served as the Program Management lead for the successful launch of the Nigeria Digital Switch-Over (DSO) Pilot project, enhancing technology capabilities for 20 million Nigerian homes and businesses.
- Expanded income by 30% through a commercial relationship and collaboration with a satellite provider (SES).
- Demonstrated a commitment to compliance with all relevant laws, regulations, and obligations throughout these endeavors.
Product Manager - SMERP
CWG Plc.
07.2015 - 12.2015
- Led team of associate executives, sales management, and marketing communications to promote SMERP product lines within CWG 2.0.
- Managed entire product life cycle, from strategic planning to tactical execution, while maintaining a keen understanding of competitive market landscape, business strategy, and growth opportunities.
- Acted as internal and external evangelist for SMERP offering, driving sales channels and cultivating customer relationships.
- Spearheaded local key marketing activities, including development of new partnerships and the organization of significant events.
Increased profitability of existing SMERP product lines by 10% and conceptualized 3 new SMERP product ideas for CWG 2.0, contributing to business expansion and diversification. - Conducted extensive market research by visiting over 1,000 customers and non-customers, facilitating market insights and expansion into regional offices in Ghana, Cameroon, and Uganda.
- Identified and developed potential partner relationships to enhance distribution and reach of SMERP products.
- Created opportunities to present SMERP solution to over 10,000 SMBs/SMEs across various segments, both directly and through Partners/Franchises.
- Skillfully documented user stories, specifications, and product features into detailed work orders, facilitating effective communication across teams and ensuring fulfillment of mandatory requirements.
- Maintained transparent and efficient communication with team members, providing updates on project milestones and deadlines, fostering a collaborative and goal-oriented work environment.
Program Manager - CWG 2.0 (New Initiatives)
CWG Plc.
02.2014 - 06.2015
- Served as principal strategist and visionary for CWG 2.0 program, responsible for establishing program policies and procedures, leading complex projects, and introducing new and improved services to market.
- Designed and generated comprehensive reports by collating data from multiple sources, enabling executive management to monitor and assess progress of CWG 2.0 program.
- Demonstrated notable success by managing a 5-year strategic action plan aimed at achieving ambitious goals, including 40 million monthly active users and an average revenue per user of $1 per month.
- Created project management plans, allocated work schedules, and conducted discussions with RAID (Risks, Assumptions, Issues, and Dependencies) stakeholders, resulting in a 20% cost savings for the newly established CWG 2.0 division.
- Efficiently managed a team of 20 individuals, ensuring the timely delivery and launch of 5 new service platforms, each attracting over 2 million active users (SMERP, Smart Metering, CIT VeriCash, FinEdge, and ATMaaS).
- Developed and oversaw the implementation of a new project management tool, PPM central, to enhance project management, monitoring, and performance reporting.
- Led a software development team in creating an innovative Point-Of-Sales (POS) Software Development Kit (SDK) and successfully deployed over 100 terminals for pilot testing.
- Secured regulatory Payment Terminal Service Provider (PTSP) certification and licensing from Nigeria Inter-Bank Settlement System (NIBSS) and the Central Bank of Nigeria (CBN), respectively.
- Effectively managed administrative and daily program operations, ensuring compliance with policies and regulations.
- Provided coaching and guidance to team members on productivity strategies, fostering a culture of achievement and goal attainment within the organization.
Program/Senior Project Manager - IT Infrastructure
CWG Plc.
06.2010 - 01.2014
- Directed multiple hardware technology projects simultaneously, overseeing infrastructure system development in accordance with aggressive timelines, high quality standards, and customer requirements.
- Managed overall project responsibilities, working closely with the General Manager to ensure projects were completed within designated timelines, scope, and budget constraints.
- Conceptualized, developed, and led the seamless integration of information systems into a centralized project management office, optimizing operational efficiency without causing disruptions.
- Developed and documented the Automated Teller Machines (ATM) deployment program policy and procedure, establishing clear guidelines for successful implementation.
- Successfully oversaw the rapid supply and installation of 477 Automatic Teller Machines across all 36 states of Nigeria within an impressive 6-month timeframe, demonstrating strong project management skills and operational efficiency.
- Collaborated with the finance team to secure financing for projects exceeding $80 million and resolved outstanding payment issues with clients, ensuring the smooth execution and financial stability of projects.
Managed the efficient supply and installation of over 30 high-end Sun-Oracle Servers (Server Technology Refresh) for a leading Telecoms operator across 2 locations within 6 months, resulting in significant reductions in power consumption, floor space, and laying the groundwork for cloud computing. - Effectively supervised administrative and daily program operations, ensuring strict adherence to policies and regulations.
Provided coaching and guidance to team members, fostering productivity strategies to achieve challenging goals and foster a culture of success within the team. - Maintained up-to-date knowledge of the latest advances and infrastructure options in the telecommunication and financial services industry, ensuring the application of cutting-edge technology and best practices in projects.
- Controlled costs throughout projects to maintain operations within budget constraints and ensure efficient resource allocation.
Field Service Engineer II/Project Coordinator
Aviat Networks (Formerly Harris Stratex)
07.2008 - 06.2010
- Got approval and signed-off 1,000+ Access/Backbone network links Acceptance Testing Procedure (ATP) documents.
- Supervised and coordinated 3 teams of 1 Microwave transmission engineers and 2 riggers.
- Executed defined field engineering activities, maintaining and develop high-level project implementation machinery, in accordance with engineering business procedures and scope of work.
- Installed, commissioned, operated and maintained digital microwave systems and other associated telecommunication peripherals including Original Equipment Manufacturers.
- Ensured that all activities are in strict adherence to standard Safety, Environment & Health procedures.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Repaired and calibrated systems and equipment post-installation.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
Communication Engineer
Dimension Data
06.2007 - 06.2008
- Planned and conducted on-site customer training for a variety of Radwin products, ensuring that customers were knowledgeable and proficient in using these technologies.
- Assumed collateral duties, which included tasks like testing new products, hardware, documentation, and designing or modifying customer training programs to enhance customer education.
- Fostered a sense of teamwork and team spirit within the Communication Solutions Line Of Business, contributing to a collaborative work environment.
- Provided regular reports on all Communication Solutions business projects, delivering insights and updates as assigned to the General Manager of Communication Solutions.
- Advised, assisted, and instructed both internal and external operating and maintenance personnel in matters related to all aspects of the Communication Solutions systems, ensuring smooth operations.
- Coordinated, supervised, and offered technical support to all Radwin Tier 2 partners, contributing to their success and product knowledge.
- Played a significant role in the planning, design, and implementation of various communication projects, ensuring their successful execution.
Installed, maintained, and supported voice/data applications, facilitating seamless communication and data exchange. - Maintained comprehensive documentation for telecommunication systems, equipment inventory, and floor plans, ensuring accurate records for future reference and planning.
- Coordinated the installation of new users and the relocation of existing users, optimizing the utilization of telecommunication resources and systems.
Education
MBA - Business Administration/Strategic Planning -OnHold
Heriot-Watt University
United Kingdom (Distance Learning)12.2024
Bachelor of Science - Computer Engineering
Obafemi Awolowo University
Nigeria08.2004
Skills
- PMP & PRINCE2®
- Agile, Hybrid, Waterfall, Scrum & Kanban Methods
- IT Service Management
- Product Roadmaps & Client Relationships
- Key Account Management & Strategic Selling
- Stakeholder & Risk Management
- Business Process Re-Engineering
- Multi-Unit Operations Management
- Oral & Written Communication
- Facilitation & Collaboration
- Strategic Partnerships & Negotiation
- Team Leadership & Development
- Analytical Thinking & Problem Solving
- Business Research & Reporting
- AI, Blockchain & Cryptocurrency
- Tools - Trello, Jira, PPM Central, ClickUp, Freshdesk, Odoo ERP, Salesforce, Google workspace, Microsoft office suites etc
Accomplishments
- PMI Certificate of Appreciation for Excellence - Certificate of Appreciation for Excellence was granted to Charles Ibonye for the volunteer contributions to the Project Management Institute and Project Management Profession in 2020, 2021 and 2022.
- TEF Certificate of Recognition - Tony Elumelu Foundation Certificate of Recognition was granted to Charles Ibonye in appreciation of the valuable support for the volunteer service as a coach to Entrepreneurs across Africa in 2021.
- CEO Recognition Award - Special CWG CEO Recognition Award for meeting and surpassing my half year (July, 2016) financial margin target
- National Youth Service Corps (Certificate of National Service) - Certificate of National Service after satisfactorily completed one year of national service from September 7, 2004 to September 6, 2005 in accordance with section 11 of the national youth service corps decree no. 51 of 1993.
Affiliations
- Project Management Institute
- Ausso Leadership Academy
- Nigeria Computer Society
- FinTech Association of Nigeria
- Blockchain Nigeria User Group
- Stakeholders in Blockchain Technology Association of Nigeria
- APMG-International
- International Association of Safety Professionals
- PMO global Alliance
Certification
- Kanban University (2021), Team Kanban Practitioner.
- Project Management Institute, Member ID 1435441 (2021), Agile Hybrid Project Pro.
- HubSpot Academy, License 3839774 (2019), Inbound Marketing.
- Ausso Leadership Academy, License ALA/18/EMC-03/002 (2018), Business & Entrepreneurial Masterclass.
- University of Pennsylvania (Coursera), License HLFKU7HYGPNS (2018), Launching Your Start-up.
- APMG-International, License MOR/014355 (2018), Management of Risk Registered Practitioner.
- University of Pennsylvania (Coursera), License 4LPPDBSXMDRM (2017), Developing The Opportunity.
- APMG-International, License P2R/843601 (2016), PRINCE2® Registered Practitioner.
- Project Management Institute, License #1598170 (2013), Project Management Professional.
- International Association of Safety Professionals-500961 (2012), Occupational Safety & Health Management.
- EXIN (2011), ITIL Version 3 Foundation.
- Cisco Systems, Inc., License CSCO10568312 (2007), Cisco Certified Design Associate.
- Planet3 Wireless Inc., License CWNP305391 (2005), Certified Wireless Network Administrator.
Courses & Seminars
- Project Management Institute, (2023), Generative AI Overview for Project Managers.
- Project Management Institute, (2023), The Basics of Scrum.
- Project Management Institute, (2023), PMI Citizen Developer™ Business Architect: CDBA Introduction.
- Coursera Online Learning Platform, (2023), Introduction to data Analytics.
- Blockgeeks, Blockchain Innovation Hub, (2022), Understanding Blockchain Economies.
- Blockgeeks, Blockchain Innovation Hub, (2021), Blockchain Principles & Exploring Blockchain Principles.
- Kanban University (2021), Team Kanban Practitioner.
- Salesforce, (2021), Trailhead Explorer (12 Badges, 6,575 Points & 4 Trails).
- Project Management Institute, (2021), PMI Citizen Developer™ Foundations.
- Project Management Institute, (2021), Agile Hybrid Project Pro.
- Blockgeeks, Blockchain Innovation Hub, (2021), Intermediate Blockchain Concepts.
- LinkedIn Learning, (2020), Leading with Innovation, Digital Strategy and Transformation, Solution Sales.
- Blockgeeks, Blockchain Innovation Hub, (2019), Introduction to Blockchain and Cryptocurrency.
- Elevato, (2017), Strategic Selling.
- Salvo, (2013), Project Planning, Control & Risk Management.
- Digital Dialogue, (2012), Microsoft Project 2007.
- Impact, (2012), Management Skill Development.
- Team Management Partners, (2010), Activity Based Team Building Session.
- Harris Stratex, (2008), Corporate Communications.
Languages
English
Native language
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Customer Service Advisor/HMD Project Specialist
Foundever (Formerly Sitel Group)
04.2022 - 12.2023
Project Management Subject Matter Expert Volunteer
Project Management Institute
01.2020 - Current
Director, Projects and Business Development
SEIC Limited
11.2019 - 03.2022
Business Director, Emergent Sector
CWG Plc.
01.2016 - 10.2019
Product Manager - SMERP
CWG Plc.
07.2015 - 12.2015
Program Manager - CWG 2.0 (New Initiatives)
CWG Plc.
02.2014 - 06.2015
Program/Senior Project Manager - IT Infrastructure
CWG Plc.
06.2010 - 01.2014
Field Service Engineer II/Project Coordinator
Aviat Networks (Formerly Harris Stratex)
07.2008 - 06.2010
Communication Engineer
Dimension Data
06.2007 - 06.2008
MBA - Business Administration/Strategic Planning -OnHold
Heriot-Watt University
Bachelor of Science - Computer Engineering
Obafemi Awolowo University
- Kanban University (2021), Team Kanban Practitioner.
- Project Management Institute, Member ID 1435441 (2021), Agile Hybrid Project Pro.
- HubSpot Academy, License 3839774 (2019), Inbound Marketing.
- Ausso Leadership Academy, License ALA/18/EMC-03/002 (2018), Business & Entrepreneurial Masterclass.
- University of Pennsylvania (Coursera), License HLFKU7HYGPNS (2018), Launching Your Start-up.
- APMG-International, License MOR/014355 (2018), Management of Risk Registered Practitioner.
- University of Pennsylvania (Coursera), License 4LPPDBSXMDRM (2017), Developing The Opportunity.
- APMG-International, License P2R/843601 (2016), PRINCE2® Registered Practitioner.
- Project Management Institute, License #1598170 (2013), Project Management Professional.
- International Association of Safety Professionals-500961 (2012), Occupational Safety & Health Management.
- EXIN (2011) | ITIL VERSION 3 FOUNDATION
Cisco Systems, Inc., License CSCO10568312 (2007), Cisco Certified Design Associate. - Planet3 Wireless Inc., License CWNP305391 (2005), Certified Wireless Network Administrator
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