The Chief Excellence Officer™️ Academy

I teach and coach frontline managers to how to build an operating system that transforms strategy into excellence through their team.


ACCOMPLISHMENTS
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1
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Invented the OKR Quality Matrix, a tool used by managers in hundreds of companies to craft OKRs that measure what really matters.

2
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Invented the OKR Activation Canvas, a tool used by managers in hundreds of companies to create operational clarity and link it to the strategic clarity brought by OKRs.

3
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Creator of the following online programs:

• Questexcellence: The OKR Accelerator for Managers.
• Zero⭕️ → 🟢OKR Playbook for Managers

4
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Author of "How to Activate OKRs - The 3 Step Uplift Protocol That Determines OKRs That Get Accomplished From Those That Languish"

Founder

AFRINIC

Scale and integrate AFRINIC's training offerings into a capacity development and professional services program from strategy development to execution and quality control.


ACCOMPLISHMENTS
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1
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Built afrinic.academy, a bilingual e-learning platform used by 4700+ engineers from over 80 countries with a median course Net Promoter Score (NPS) of 47 by developing all the required skills in-house, saving the company $250,000/annum.

2
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Designed & launched the company's cohort-based course (“Zero to IPv6 Certified in 21 days”), which has received a median NPs of 57 from 2500+ engineers from 61 countries by implementing Agile Instructional Design.

3
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Invented the Deployathon, which helps 150+ network operators to achieve 400+ IPv6 & RPKI deployment milestones yearly.


4
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Launched certi6.io, the only bilingual IPv6 Forum Gold Certified certification with a 3-person team by implementing 4DX (the 4 Disciplines of Execution) creating a 500-question bank covering all 6 Bloom levels within 1 year.

5
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Built my team into the company’s model for operational excellence by implementing 11 ISO 9001:2015-certified processes to a median maturity level of 7 on a 10-point scale.

6
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Drove adoption of OKRs as the company's strategy execution framework across 80% of teams by facilitating a 5-day leadership retreat.

7
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Designed the U-Connect partnership program and onboarded 17 universities in 3 countries to train 250 post-graduate students.

8
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Earned an induction into the global IPv6 Forum Hall of Fame as an evangelist by training and advocacy of 7000+ engineers in 70+ countries.

Head of Capacity Building

Research, design and develop training courses to promote next generation (IPv6) Internet technology development in Africa. Targeting network engineers, governments and business executives.


ACCOMPLISHMENTS


1
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Created the IPv6 Forum Certified Systems Engineer program by analysing gaps in the current certification offerings with respect to systems engineer’s job requirements. 

2
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Developed a program which trained at least 600 engineers across 16 countries with a median NPS of 70 each year by designing curricula, building a team and standardising processes.

3
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Grew demand 550% and participants’ satisfaction 60%(from 2010 levels) through systematic analysis and implementation of workshop feedback in key areas of trainers’ delivery, content and event logistics. 

4
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Designed a testbed that's been used by over 50,000 engineers through 15 labs on 4 continents by standardising an architecture that integrates virtual machines to physical routers.

5
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Secured $150K from the European Commission (6Deploy project) by showcasing the excellent ratings (median NPS of 70) we were consistently getting from 600+ engineers each year.

6
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Cut per workshop costs by 60% ($65k p.a) while increasing duration from 3 to 4 days by creating a course experience for which all partners were willing to sponsor all fixed costs and 25% of travel costs each year.

7
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Created the world’s first IPv6 Strategy & Planning course, which has been taken by 500 executives with a median NPS of 82 by analysing the implications of IPv4 exhaustion and IPv6 through the lenses of the business and mission model canvas.

8
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Delivered a keynote presentation to 500 tech leaders, including 7 gov't ministers, at the African Development Bank's first Ministerial Forum on ICT Integration in Education (2013).

9
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Rated “Excellent” on all KPIs for trainers by at least 90% of all course participants by continuously adapting my delivery based on course feedback.

Training Manager

UNDP

During this brief stint, I developed the agency's IT strategic plan to leverage IT in medical records management, improving interest in and access to education in order to support the MDGs.

ICT Coordinator

Ahmadu Bello University - Zaria

Manage the development evolution of a 7000+ node  IP network.

ACCOMPLISHMENTS.
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1
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Cut network outages by 80%  by redesigning the internal network to replace multiple levels of internal address sharing (NAT) with dynamic routing using OSPF.

2
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Created the university’s Standards for Networking & Documentation policy which improved IT contract sustainability by ≥ 50% and was adopted by 20 other universities.

3
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Increased project post-handoff success by 50% by creating standardised templates for documenting the work done by contractors.

4
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Designed and implemented the university’s first traffic monitoring system, increasing networking traffic visibility by 95% using free open-source software.

5
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Wrote “The Ntop User’s Guide”, which was used by 4000+ engineers worldwide to get started with free open-source traffic monitoring using the ntop utility. 

6
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Designed and installed a 75 access-point enterprise WiFi network which served 1,500 nodes on time and on budget as proof of concept of my undergraduate project.

7
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Initiated and co-taught the Effective IT-management track for ≥ 150 ICT Directors at the annual Nigerian Network Operators’ Group.

8
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Led the development of the first network services strategic plan by facilitating SWOT & goal-setting brainstorming sessions. 

9
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Increased adoption of Linux on the desktop by 100% within the team by modelling Ubuntu’s functional & aesthetic elegance. 

10
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Implemented eGroupware to enhance internal collaboration, resulting in a 60% decrease in email reliance and a 57% increase in productivity.

Systems Analst/Network Engineer

Nigerian Network Operators' Group (ngNOG)

Objective: promote effectiveness use of ICTs in the Nigerian universities through training.

ACCOMPLISHMENTS

1
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Co-authored (with Prof. Len Liverpool and Geraldine Daloengg) “Guide to ICT Policy & Strategy for African Higher Educational Institutions” to help ≥ 500 universities in Africa develop effective IT strategies. 

2
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Initiated and co-taught the Effective IT-management track for ≥ 150 ICT Directors at the annual Nigerian Network Operators’ Group.

3
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Selected as one of 7 trainers in Nigeria that reviewed the curriculum and strategic plan of Nigerian Network Operators’ Group. I introduced mind mapping to the group and led its use in brainstorming sessions.

Instructor (volunteer)

Kaduna Business School

Led organization´s IT development and general innovation, developed and taught IT-Business Integration, Six Sigma & Project Management executive development courses and consulting jobs.


ACCOMPLISHMENTS
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1
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Designed and implemented an engagement campaign across 5 states, which would later become the Nigerian Research & Education Network, by recruiting and leading a 5 team of former bosses & professors.

2
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Rated “Excellent” on all KPIs  by at least 60% of ≥1000 executives in Project Management & Lean Six Sigma executive education courses by experimenting with different delivery methods.

3
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Mapped 7 core processes at the military ordnance factory in Kaduna, setting the stage for Six Sigma implementation, which doubled factory output without increasing CAPEX.  

4
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Delivered the inaugural presentation (“Internet Business Intelligence”) at the school’s launch, attracting an “Excellent” rating from 90% of the 25 participants.

5
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Raised the median score of presentation quality for executive education content from 40% to 91% by pioneering the use of movie clips within slides & case studies.

6
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Raised the quality of the school’s presentations by 60% by designing standard presentation templates & modelling engaging presentations to the other instructors.

7
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Developed the proposal that won the school its first in-house training contract for 75 senior staff of the Nigerian College of Aviation Technology.

Management Consultant & IT Coordinator

WWL Ltd

Responsible for developing proposals to client solutions, managed a 25 node CyberCafe network and providing technical support to clients. 


ACCOMPLISHMENTS
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1
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Raised equipment uptime by 60% by implementing a rigorous Friday night maintenance schedule.

2
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Implemented an email system that served 500 staff of the Energy Commission of Nigeria by using Sendmail deployed on RedHat Linux. 

3
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Boosted cybercafe revenue by $10,000/month by using  Windows Registry hacks to prevent bypass of the billing software to steal Internet services. 

4
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Performed routine maintenance of 120 PCs in three cities (Jos, Gombe & Yola) over 3 days for First Bank of Nigeria.

Junior IT Consulting & Support Engineer [Internship]

Do you believe the best way to motivate a team is to get them to experience #excellence? then you'd love working with and for me. 

I created certi6.io (with a team of two) - the world's only bilingual IPv6 certification platform. I have trained over 3000 executives, managers and engineers in over 40 countries.

I design and implement systems that:

💎 Inspire people to do work that fills them with pride, producing services that clients adore.

💎 Produce learning experiences that captivate and drive people to flourish.

💎 Take the guesswork out of strategy execution.

Check https://www.perfexcellence.com for my resources and services.

Mukom Tamon

Afrihost

- Partnered with cross-functional teams, including the critical care team, information security department, Revenue Ops, and Legal, to identify and quantify opportunities to improve the customer experience and system security processes, dealing with fraud and client legal claims.
- Manage, direct, and monitor the overall performance of the team.
- Taking initiatives to enhance customer satisfaction through efficient system reporting and information flow.
- Always working to gain feedback from other department managers on current processes and identify the need for change and improvement within the company and department.
- Hold reviews and regular meetings with team members to address any issues and complete performance reviews as required.
- Produced reports on the performance of the department to the Financial manager and Directors.
- Constantly giving direction, coaching, and leadership for high-performing billing teams and new agents in training.

Billing and Operations Manager

-Wholesale ISP Experience: Demonstrated expertise in the wholesale ISP/Telecoms sector, understanding its unique challenges and opportunities.
-Retention Strategy Development: Proficient in creating and executing customized retention strategies aligned with company goals and market trends working with suppliers FNO (Fibre Network operators)
-Churn Analysis & Mitigation: Skilled at identifying churn root causes and implementing corrective measures.
-Team Leadership: Successfully led and motivated teams to achieve collective objectives and individual KPIs and helped them find their individually suited tasks and roles.
-Client Relationship Management: Excellent communication and negotiation skills to advocate for clients.
-Bulk Deals Management: Deep understanding of bulk deals, expectations, and fulfillment.
-ICT & Telecom Knowledge: Strong grasp of ICT and ISP domains, with an openness to learning about other industries.
-Data Analysis & Reporting: Proficient in tracking key performance indicators using data analysis tools.
Problem-Solving & Decision-Making: Adept at navigating complex situations and finding optimal solutions.
-Effective Communication & Collaboration: Strong written and verbal communication skills for stakeholder collaboration.

Retention and Success Manager

- Worked closely with the Finance Manager to develop the Payments Operations team into a high-performing team by implementing operational processes, standards, and best practices that work flawlessly.
- Collaborated with the DEV, Fibre, and Mobile teams to troubleshoot and resolve billing-related issues in a systematic and timely manner. 
- Provided operational support for internal and external audits on a regular and ad-hoc basis. 
- Involved in project-related initiatives for billing systems change-related initiatives to drive innovation and constantly improve the user experience, such as verification of payment details to avoid fraud. 
- Supported and worked closely with the dev team within Payment Operations and across the company as a subject matter expert on payments and operational matters, including user acceptance testing, until its successful system deployment and partner onboarding. 
- Managed, maintained, and provided strategic and technical direction to Retail Billing Operations to ensure that strategic initiatives were developed, implemented, and operated as expected. 
- Ensured valid, complete, timely, and accurate billing of customers. 
- Ensured that subscribers' service requests are provisioned accurately and on time. 
- Ensured that products and services configured on the system meet the business requirements and are configured accurately and on time. 
- Ran Production Processes on time and ensured that they were executed 100%. 
- Strived for continual process improvements in all production activities within the departments.
 - Monitored and corrected data inconsistencies that could directly impact the quality and accuracy of production processes.

Billing Operations Manager

As a supervisor of a team of billing specialists, my role is to supervise and guide them in carrying out accurate and efficient billing processes. This includes generating invoices for clients in a timely and accurate manner, while ensuring adherence to company policies and procedures. 

To maintain the accuracy of billing data, I analysed reports and identified any discrepancies or errors, and took appropriate actions to resolve them. 

I worked collaboratively with other departments like finance and customer support to ensure that billing processes align with business objectives and customer satisfaction goals. 

To optimize billing efficiency, I develop and implement billing strategies and best practices. 

I monitor and maintain client accounts to ensure that all billing records are up-to-date and reflect the services provided. 

In addition, I was responsible for addressing and resolving client inquiries and disputes regarding billing issues, providing excellent customer service, and maintaining positive relationships. To keep management updated, I prepare and present regular reports on billing activities, and identify opportunities for improvement. 

As a mentor to the billing specialists, I provide ongoing support and professional development opportunities to enhance their skills and knowledge.

Accounts and Billing Supervisor

•	Provide advanced troubleshooting to resolve escalated support requests efficiently.
•	Maintain a high level of first-time resolution for all support queries.
•	Provide regular updates on the status of outstanding incidents and service requests.
•	Communicate any new or updated internal procedures to the team effectively.
•	Analyze and respond appropriately to customer requests, complaints, queries, and requirements.
•	Identify, document, and report any trends in customer calls, complaints, or requests to the supervisor.
•	Assist with queries from other departments.
•	Provide administrative support by gathering information for statistical reports.
•	Support Supervisors with ad hoc tasks and projects.
•	Perform remote troubleshooting through diagnostic techniques and pertinent questions
•	Determine the best solution based on the issue and details provided by customers
•	Walk the customer through the problem-solving process
•	Direct unresolved issues to the next level of support personnel
•	Provide accurate billing information on products or services
•	Record events and problems and their resolution in logs
•	Follow-up and update customer status and information
•	Pass on any feedback or suggestions by customers to the appropriate internal team
•	Identify and suggest possible improvements on procedures

Technical and billing Support Specialist

eLearning Solutions Zimbabwe

Delivery of digital learning content to users in areas of Zimbabwe where Internet connectivity was limited. Facilitated repairs with third-party vendors and monitoring warranty work. Supported users with Intel for Education and other academic applications. Assisted with the training of students related to digital tools and practices. The project was of national scope and driven by the ministry of Education.

Technology Advisor

YFI INTERNATIONAL

Installed, tested, and maintained wireless internet equipment. Repaired wireless signal devices and adjusted wireless signals to limit interference. Provide customer service and troubleshooter any connectivity issues.

Technical Support

Arachnid

Installing and configuring computer hardware, software, systems, networks, printers, and scanners. Monitoring and maintaining computer systems and networks. Responding in a timely manner to service issues and requests. Providing technical and internet support to clients in person.

Team Lead | Service Manager | Customer Experience Advocate | ITIL v4 | Lean Six Sigma Yellow Belt | Agile MBA

As a manager with extensive experience leading and supporting teams in the ISP/Telecoms industry. I consistently analyze and optimize my department’s operations from top to bottom. By delving into our systems and processes, I create streamlined workflows that enhance efficiency and transform my team into a self-managing department.

My approach involves meticulously assessing each team member’s strengths and aptitudes, and tailoring roles and tasks to maximize their potential. Simultaneously, I keep a keen eye on the bigger picture—understanding how our efforts align with the company’s goals.

To facilitate seamless collaboration, I’ve standardized our processes, making it easier for other departments to work with us. This clarity ensures that everyone understands our procedures when engaging with our team.

Furthermore, I prioritize relationship-building. By fostering strong connections with other department heads and senior leaders, I ensure that we assemble the right talent to achieve our objectives through strategic collaborations

During my time as a manager, I established a positive and supportive work culture that valued employee growth and development. I helped agents grow out of the billing department to other roles and departments in the company, enabling them to expand their skills and advance their careers.

taplio

The Battle

Mukom Tamon

George M Noko

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