Experience

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  IT Consortium

  • Accra, Greater Accra Region, Ghana

  • Senior Client Services Specialist- Supervisor

    • Mar 2023 - Present
    • Accra, Greater Accra Region, Ghana

    We adapt technology to create systems that provide clear competitive advantages to our customers. At IT Consortium, we strictly adhere to high ethical standardsHead -Client Services Unit.1.Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.2.Establishes performance metrics for customer service representatives.3.Establishes service levels and requirements for the department.4.Develops and implements methods to record, assess, and analyze customer feedback.5.Develops and implements training and quality assurance programs for new hires and experienced employees.6.Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.7.Acts as a liaison between the customer service department and other departments in the company.8.Drafts and implements the departments budget.9.Recruits, interviews, hires, and trains departmental supervisory staff.10.Oversees the daily workflow of the unit.11.Provides constructive and timely performance evaluations.

• 

  Busy_Gh

  • Ghana
  • Telecommunications
  • 1 - 100 Employee

  • Customer Service Supervisor (Data Analysis and Quality Assurance Supervisor )

    • Nov 2015 - Oct 2023

     Preparing and presenting daily/weekly/monthly ticketing reports and analyze reports to generate trend and forecast analysis of frequently recurring issues to Management. Use of data science tools (Excel, BI and Python programming) to create Retention/Churn/Health-Check activities and forecast projections and business revenue based on results. Scientific measurement of customer satisfaction and improve services using Satmetrix and Business Intelligence tools with customer database management systems. Coaching and Training of Customer Service agents on service delivery gaps and red flags based on internal database for performance monitoring and evaluation. Helping to develop and implement working policies and scripts for an entire department.

  • Acting Manager( Customer Service )

    • Jan 2018 - Jun 2018

    1)Helping to develop and implement a customer service policy for an entire organisation2)Finding ways to measure customer satisfaction and improve services3)Managing a team of customer service staff4)Handling enquiries from customers.

• 

  UNHCR

  • Ghana

  • IT Support - Intern

    • Feb 2014 - Aug 2014
    • Ghana

     Assisted with the day to day the network and systems administration in the branch office. Assisted with the routine maintenance of both the hardware and software systems of the company. Assisted the database administrator to develop reports as and when they were requested.