CV Profile No.164920

Experience in the following industries :

• Agriculture, fishing, aquaculture
• Banking, insurance, finance
• Call centers, hotlines
• Hotel business, catering
• Telecom

Professional experience

• Head of Service Operations
• Milvik Ghana Limited (BIMA)
• 08.2022 - 03.2024
• Provided strategic direction of the Service Operations in BIMA Ghana. I was responsible for the overall service delivery to customers by the following Units: Customer Service, Claims, Quality Improvement, Customer Experience (Research) and our Experience Centres (Outlets). I ensured that exceptional customer experience was delivered across all our touchpoints.

• Customer Experience and Management Consultant
• Freelance
• Since 12.2020
• Support businesses of all sizes across various industries to grow their brand reputation through customer experience by enhancing service delivery across various touchpoints. Also, provide support to organisations to enable them build structured customer service processes as well as solve problems in existing customer service management to achieve better customer loyalty and satisfaction. By understanding the needs of organisations, I am able to provide customised training for client service/customer experience teams. I deliver tailored Customer Experience & Management Consultancy solutions and transformation strategies which foster the sustainable growth of organisations and clients.

• Chief Customer Officer
• Transsnet Payment Ghana Limited (PalmPay)
• 07.2018 - 01.2022
• I was in charge of the Customer Service Department. I was responsible for designing the Strategic Framework of the Department and ensuring the delivery of the best customer-centric financial services in the Financial Technology (FinTech) space.

• HEAD OF CONTACT EXPERIENCE
• Airtel Ghana Limited
• 05.2015 - 05.2018
• Was responsible for managing customer service delivery in Airtel Ghana Call Centre. I ensured that the vendor (Tech Mahindra) complied with all Service Level Agreements. I was also responsible for all product helplines/workstreams including customer helplines for post-paid and prepaid products, specialised helplines for Data and mobile financial products, close looping, outbound, service recovery and all non-voice support channels.

• INBOUND CALL CENTRE MANAGER
• Millicom (Ghana) Limited - Tigo
• 11.2014 - 05.2015
• Was responsible for managing a team of Customer Service Representatives to render excellent customer experience to transform Tigo to be a loved brand. Key tasks included; developing policies and strategies to meet the agreed budget/targets, identifying and recommending enhanced/new approaches to deliver a quality customer experience, providing technical insights and coaching to ensure that excellent and effective customer service is rendered, ensuring timely resolution of complaints by liaising with other departments, planning and implementing projects and events to improve performance levels and team rapport, maintaining and developing shared drives, Customer Relationship Management Systems, Knowledge Management Systems, and Trouble ticketing Systems, identifying training needs and developing tailored courses to ensure that team members have up-to-skills and technical knowledge, etc.

• COMMERCIAL/OUTBOUND CALL CENTRE MANAGER
• Millicom (Ghana) Limited - Tigo
• 07.2013 - 10.2014
• Responsible for setting up the Commercial/Outbound Call Centre for Millicom (Ghana) Limited: physical set up including establishing technical specifications; designing of processes and operational strategies; capacity planning; recruiting and training executives; preparation of annual budget etc. After the setup, I was responsible for managing the operations of the Outbound Call Centre. Key tasks included; developing policies and programmes to ensure that our targeted sales agenda is translated into revenue, monitoring and coaching executives to achieve specified sales and performance targets relating to, but not limited to acquisition calls, welcome calls, product quality checks, cross and up-sell offers, collections, proactive retention, and win-back calls, generating and ensuring that only Tigo-approved scripts and campaign guidelines were used at all times, providing inputs for continuously improving processes, etc.

• BUSINESS ANALYST (Employee Data Specialist)
• Teletech Customer Care Management - Operators of Vodafone Ghana Call Centre)
• 02.2013 - 06.2013
• Was responsible for critically analysing performance/production data gathered from multiple sources and ensuring the accuracy of data in “Empower” - an application used for managing performance/production data. Key tasks included; submitting timely reports on performance trends to Senior Management for decision-making, training employees on changes in the company’s processes, consistently coaching Customer Service Executives and ensuring that team targets are met using action plans, etc.

• CUSTOMER SERVICE TEAM MANAGER
• Teletech Customer Care Management - Operators of Vodafone Ghana Call Centre)
• 12.2010 - 02.2013
• Managed a team of Customer Service Representatives (CSR) to render efficient/quality customer experience to exceed customers' expectations to increase the company's revenue and profitability. Consistently reviewed reported incidents to ensure that all customer queries were well reported and escalated to the appropriate departments where possible. Key tasks included; liaising with the Technical Support team to resolve incidents promptly, preparing and delivering customer experience courses and presentations during training seminars, implementing and monitoring procedures to improve efficiency in service provision, etc.

• SUPERVISOR/SENIOR CSR
• ExZeed Company Limited (Subsidiary of Ghana Telecommunications Company Limited)
• 01.2007 - 11.2010
• Supervised two teams (28 employees) of Customer Service Representatives to render quality service at all times to enhance the Customer Experience. Key tasks included; effectively managing and coaching CSR to consistently achieve targets, analyzing teams’ performance data and making informed decisions based on those statistics, liaising with other departments such as Planning & Support, Quality Assurance, Technical Team, etc. to ensure the smooth running of the Call Centre.

• CUSTOMER SERVICE REPRESENTATIVE
• Ghana Telecommunications Company Limited/Vodafone Ghana Call Centre
• 09.2004 - 12.2006
• Delivered first-class service to a diverse range of customers by attending/responding to their enquiries, determining customer needs and providing solutions concerning their telecommunication requirements. I also educated customers on product options to enhance my Upselling and Cross-selling targets. I effectively used a variety of computer programs and applications to render quality customer service and provided basic technical guidance to customers.