ANTHONY KWAKU AMANOR TAKYI

• Fiscal responsibilities including branches’ stock management, mobile money float management and overall branch profitability management
• Integrate and standardize service delivery across service centres to promote the MTN Branded Experience
• Liaise with stakeholders to implement and manage set targets and customer service standards to create and sustain exciting frontline customer- related activities in the business
• Monitor and report on SLAs and resolution time for all key customer operations processes and transactions
• Establish and maintain a knowledge base of customer incidents management including resolutions for referencing and future planning
• Manage fiscal responsibilities including branch stock management, mobile money float, etc
• Responsible for customer registration (KYC) compliance for all services
• Implement customer related plans and improvement procedures and processes to handle customer issues
• Ensure the effective operation of all special customer projects in line with business objectives.

• Answering customers’ telephone calls, responding to letters and e-mails from customers and identifying type of problem or concern.

• Collecting information from callers and creating/editing computer records with regards to customer profiles.

• Generating demographic, personal and financial information required in the customer conversion process.

• Advertising and selling of company products and services to customers and potential customers.

• Undertaking the necessary technical work in the execution of customers’ orders for telephone service provision.

• Scheduling technician’s appointment with both new and existing clients.

• Identifying the appropriate cost regarding ordering of products and services.

• Troubleshooting customer complaints and identifying the causes of customer problem.

• Finding, keeping and developing customers to patronize telephone services from Supra Telecom in and around Miami Florida and New York City.

• Identifying, promoting and soliciting prospective customers in the United Kingdom for Home Call (Phones For You).

• Integrate and standardize service delivery across service centres and franchise shops (VM, Connect Stores, Local Area Service Providers, etc.) and to promote the MTN Branded Experience
• Develop and review policies, processes and procedures in line with Customer experience standards for a sustainable business
• Define the customer experience matrix and liaise with stakeholders to implement set targets and customer service standards to create and sustain exciting frontline customer- related activities within the business
• Define SLAs and resolution time for all key customer operations processes and transactions
• Align frontline activities to promote cross selling of MTN Ghana’s products and services in line with business focus
• Develop structures to seamlessly channel customer complaints, feedback and escalations from all touch points for resolution within SLAs
• Engage stakeholders to address MoMo Service Support management concerns
• Liaise with relevant stakeholders in developing prompt and effective solutions for escalated customer complaints including MoMo and Enterprise services complaints
• Establish and maintain a knowledge base of customer incidents management including resolutions for referencing, insight gleaning and future planning
• Analyze complaints trends to inform product and services enhancement and redesign to improve customer experience
• Develop and implement strategies for the effective operations of all special projects in line with business objectives
• Fiscal responsibilities including branch stock management, mobile money float, etc.

• Assisted in entrenching a customer experience culture by implementing appropriate interaction, loyalty and retention management strategies across the business
• Overall responsibility for driving loyalty and retention of PAYG High Value customers through Customer Relationship Management
• Manager responsible for overall customer experience for HVC in the Call Centre.
• Responsible for enhancing customer experience at the Service Centres.
• Responsible for the cleaning and maintenance of customer KYC for all registrations (SIM and Mobile Money) to ensure compliance with regulatory requirements.
• Responsible for leading the Outbound Team in executing various projects involving customers.
• Managed the delivery of MNP and Remote Sim Change Units within the business (2013 to 2017).

• Supervising a team of inbound call centre agents
• Monitoring and assessing call centre agents to ensure high quality customer service and the delivery of Service Levels
• Assisting agents to answer customer queries whilst delivering excellent customer service
• Mentoring and coaching of team members as and when the need arises
• Liaising with the appropriate offices for information for the team and submitting reports to relevant parties on their campaigns and challenges.

• Answering customer calls and attending to customer complaints and queries
• Gathering, entering and analyzing customer complaints in order to enhance superior service delivery
• Educating customers on appropriate services to meet their telephone needs
• Responsible for making changes on clients’ accounts and also advising customers on payment modes regarding their bills.