Open to opportunities

james lanister

@jameslanister

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UAT Analyst specializing in telecom product testing, service recovery, and customer experience validation.

Nigeria

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What I'm looking for

I am seeking a UAT/QA role in telecom or tech where I can lead end-to-end acceptance testing, improve CX through data-driven insights, and collaborate cross-functionally on stable product launches.

I am a detail-oriented UAT Analyst with extensive experience testing telecommunications products and validating customer journeys across channels such as USSD, mobile app, web, and contact centers. I design and execute UAT test cases, perform regression testing, and manage defects to ensure accurate billing and compliant tariff implementations.

My background includes job rotations across Escalations and Service Recovery at MTN Nigeria, where I investigated root causes, improved processes, and translated real customer pain points into robust test scenarios. I coordinate with product, IT, and business teams to close the loop on escalations and deliver actionable insights from customer feedback and CX metrics like NPS and CSAT.

I bring practical CRM and defect-management tool experience, solid Excel skills, and a customer-first mindset to ensure smooth rollouts and post-implementation stability. I focus on measurable improvements in service quality, loyalty, and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Digital Service Care Agent

Current

MTN Communication Limited

Jul 2024 - Present (1 year 3 months)

Managed WhatsApp-based customer support, closed-loop escalations and service recovery, monitored NPS/CSAT metrics, and produced reports with actionable insights to improve customer satisfaction and retention.

Customer Support Customer Escalation CLM CSAT NPS Monitoring CRM Reporting

IS Product Tester

MTN Communication Limited

Mar 2015 - Jan 2017 (1 year 10 months)

Coordinated and executed UAT and functional testing for new products and system upgrades, recreated customer faults for diagnosis, and ensured product specification sign-off prior to release.

UAT Functional Testing Product Validation Operations Support

High Value Account Manager

MTN Communication Limited

Feb 2013 - Feb 2015 (2 years)

Serviced and grew high-value customer accounts by processing orders, scheduling outreach to trade partners, and ensuring accurate billing and account setup.

Account Management Sales Outreach Order Processing Customer Relations Billing Reporting

Billing & Debt Recovery Officer

MTN Communication Limited

Mar 2009 - Feb 2011 (1 year 11 months)

Oversaw debt recovery processes for consumer and postpaid accounts, reviewed listings and reports for management, and collaborated with IS for process automation and enhancement.

Debt Recovery Billing Operations Process Improvement Reporting Cross Functional Collaboration

Switch Engineer

Medallion Communications Limited

Jan 2002 - Dec 2008 (6 years 11 months)

Maintained project budgets and timelines while prioritizing tasks to meet client deadlines and ensuring accuracy in switch engineering deliverables.

Project Management Budgeting Scheduling Telecommunications

NYSC Customer Service Officer

Eagle Eyes Shipping Limited

Mar 2007 - Jan 2008 (10 months)

Developed service procedures and maintained accurate records of customer interactions while deploying strategies focused on mission objectives.

Customer Service Record keeping Service standards Communication

Hardware Engineer

Afrihub ICT Solution

Mar 2005 - Aug 2006 (1 year 5 months)

Designed computer hardware components and consulted with network engineering to define hardware/software requirements and resolve complex technical issues.

Hardware Engineering Networking Technical Troubleshooting

UAT Analyst

MTN Communication Limited

Led UAT for revamped MTN tariff plans focusing on billing accuracy and multi-channel consistency, identified and tracked defects to resolution, and provided sign-off recommendations to ensure error-free rollouts and improved customer experience.

UAT Regression Testing CRM Customer Escalation