Experience

Standard Focus Ltd

• Entertainment Providers
• 1 - 100 Employee

• Contact Center Supervisor

  • Dec 2020 - Present

  An online sports betting and online casino company. With offices in Asia, Africa, Europe and Latin America. An online sports betting and online casino company. With offices in Asia, Africa, Europe and Latin America.



Superprice Ghana

• Spintex. Accra

• Sales and Customer Service Supervisor

  • Mar 2019 - Dec 2020

  Providing firm and dynamic leadership to the customer service team and department. Liaison for the customer service and logistic department for timely delivery of customers' orders Ensure that the customers are provided with the best service experience before and after delivery goods. Providing firm and dynamic leadership to the customer service team and department. Liaison for the customer service and logistic department for timely delivery of customers' orders Ensure that the customers are provided with the best service experience before and after delivery goods.



eServices Africa Limited

• 100 - 200 Employee

• Quality Assurance Specialist: Product Trainer

  • Dec 2016 - Mar 2019

  Facilitator and Training of New Hires on Company's Outsourced Operations.i. Africa World AirlinesII. PassionAir iii. Starlife & Unibank Bancassurance

• Quality Assurance Executive

  • Dec 2014 - Dec 2016

  KEY RESPONSIBILITIES Promoting quality achievement and performance improvement throughout theorganisation Assisting QA manager in Setting compliance objectives and ensuring that targetsare achieved Continuously assisting QA manager in assessing the service deliveryspecifications of the company and its clients, and comparing with customerrequirements Identifying relevant quality-related training needs and recommendingemployees for training Collating and analysing performance data and charts against defined parameters Assist QA manager in ensuring processes, all relevant information andprocedures are properly understood, carried out and evaluated Analyze processes to ensure the most efficient means of completing CustomerService tasks Assist QA manager in managing virtual library of training programs Assist QA manager in Managing and adjusting service quality evaluation formswith the intent of constant quality improvement Suggest quality enhancement opportunities into on-going contact centretraining Other duties as may be assigned related to contact quality and training bythe QA manager and/or Contact Centre ManagerMONITOR PERFORMANCE BY: Communicating feedback on performance Presenting a positive impression of post call monitoring, coaching or counsellingsession Identifying and reviewing expected service levels and quality goals Ensuring complaints/concerns are resolved or escalated in a timely manner Show less

• Customer Service Representative

  • Nov 2011 - Dec 2014

  • Handles and resolve inbound customer’s complaints and enquiry on;I. Electricity Company of Ghana. (E.C.G)II. National Health Insurance Authority.(N.H.I.A)iii. Africa World Airlines (AWA) IV. Tigo (Millicom Ghana)• Attended to inbound and outbound calls on the Bio-metric Verification Device. 7th & 8th December 2012 during Ghana’s general election.



Alhaq Islamic School

• National Service Personel

  • Nov 2010 - Jul 2011

  Economics and IT Economics and IT