ALFRED BISMARK QUAINOO
Accra
Summary
Dynamic leader with a proven track record at GOBA Kente Ventures, enhancing customer experience and retention by 20% through strategic thinking and innovative solutions. Skilled in client relationship management and team collaboration, adept at transforming challenges into actionable insights, significantly improving service delivery and operational effectiveness.
Overview
9
9
years of professional experience
Work History
Director of Customer Experience
GOBA Kente Ventures
Accra
11.2021 - Current
- Led initiatives to sustain a 95% client satisfaction rate by managing and documenting all customer-focused efforts
- Carried out market research on competing products, developing strategies that led to a 20% boost in customer retention
- Collaborated with cross-functional teams to defuse customer escalations, leading to a 30% reduction in client churn, and developed customer-centric policies to streamline operations
- Implemented a feedback loop system, enhancing service delivery by 25% through actionable insights from customer surveys
- Orchestrated a customer loyalty programme that boosted repeat business by 15%, contributing to overall revenue growth
Functional Coordinating Staff
Public Services Commission of Ghana
06.2016 - 08.2017
- Compiled daily public data necessary for the capacity assessment unit to guarantee precise inputs
- Oversaw ground workers to ensure the site was prepared and took part in regular land surveys to identify suitable areas
- Assisted staff with tactical issues by displaying a standard level of emotional maturity when settling disputes and advocating for a work-friendly environment
Operations Assistant
Ghana Civil Aviation Authority
10.2015 - 12.2015
- Maintained thorough diligence in documenting airline flight operations and cargo shipments to effectively track service movements within the system and outside the operational view
- Organized minutes of meetings, and communicated each to the relevant supervisor to help enhance organizational effectiveness
Education
BSc. - Business Administration
Ghana Institute of Management and Public Administration (GIMPA)
Certificate - Business Strategy
IESEG School of Management
France11.2021
Skills
- Strategic thinking
- Data-driven decision making
- Customer journey mapping
- Innovative mindset
- Customer segmentation
- Complaint handling
- Team collaboration
- Problem-solving
- Verbal and written communication
- Team leadership
- Client relationship management
Websites
Timeline
Director of Customer Experience
GOBA Kente Ventures
11.2021 - Current
Functional Coordinating Staff
Public Services Commission of Ghana
06.2016 - 08.2017
Operations Assistant
Ghana Civil Aviation Authority
10.2015 - 12.2015
BSc. - Business Administration
Ghana Institute of Management and Public Administration (GIMPA)
Certificate - Business Strategy
IESEG School of Management
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