Ugonwa Nwoye is a C-suite executive leading Customer Care, 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.
In charge of Customer operations strategy: design and implementation of the contacting, service, upsell, and support experience of all Customer segments served and targeted by MTN Nigeria. In addition to design and implementation of customer analytics and support tools and processes related to omnichannel customer care.
She is a Management Professional with over 25 years of experience across various industries including telecommunications, management consulting and oil and gas.
She has led the creation and implementation of innovation strategies, as well as the development of transformational Customer Operations initiatives for one of the largest telecommunications companies in Africa.
As former head of innovation and product development at MTN Nigeria for several years, she was responsible for defining and delivering product roadmaps for key consumer segments that drove revenues and business growth, and positioned the company as the market leader in innovation.
Ugonwa is a board member of Content Connect International, a new media and content and entertainment company. In her private capacity, she works with organizations as a mentor to young professionals.
She holds a Bachelor’s degree in Electronic Engineering from the University of Nigeria, and a Master’s in Business Administration from the Harvard Business School.