Belinda Poku Adusei
Accra
Summary
Customer Service Supervisor with 10 years' experience in managing and improving customer service operations and staff productivity. Known for excellent communication, interpersonal and training skills. Improved response and resolution times by implementing CRMs and upheld a 95% customer satisfaction rating.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
MDS-Lancet Laboratories Ghana Ltd.
03.2018 - Current
- Deputize for Customer Service Manager when required.
- Provide executive and administrative support to senior management i.e Chief Executive, Operations Manager and others as assigned.
- Manage and support key customer accounts varying from embassies, corporate institutions and hospitals.
- Mentor and manage 10 direct reports who serve an average of 1000 customers per week, maintaining about 95% customer satisfaction rating.
- Minimize customer escalations through training and individual/professional development, striving for 100% ownership to the point of issue resolution.
- Resolve all customer service team operational issues by escalating and engaging relevant internal and external stakeholders to ensure customer service excellence provided to all customers.
- Develop, monitor, report on and refines departmental KPIs, to ensure that the customer service team meets goals and shows continuous improvement.
- Conduct performance management, talent development, succession planning, and engagement.
- Ensure compliance to company and ISO requirements for all aspects of the customer service team including employees and contractors.
- Monitor and manage quality control through quality indicators, risk assessment and incident management.
- Collaborate on customer experience improvement areas with team members and customers to improve established practices and policies.
Customer Service Senior Officer
MDS-Lancet Laboratories Ghana Ltd.
05.2016 - 09.2017
- Assisted with scheduling the workload across the team to hit timelines by the company and the client's requirements.
- Mentored new hires and ongoing training including training on policies and procedures, program changes and skills training
- Openly and appropriately communicate departmental and employee issues to appropriate Management staff.
- Overseeing customer inquiries, verifying pricing and resolving issues professionally with team members and customers.
Customer Service Officer
MDS-Lancet Laboratories Ghana Ltd.
10.2014 - 04.2015
- Provide positive and professional customer service to about 250 customers, policyholders per week, including assistance with questions and concerns.
- Develop and maintain high-standard relationship and understanding with internal and external customers.
- Maintained high level of knowledge to effectively assist customers with accurate information and recommendations.
Nutritionist
Volta River Authority Hospital
09.2012 - 08.2013
- Assessed the nutritional needs of special populations, such as pregnant women or older adults, and provided tailored recommendations for optimal health maintenance.
- Monitored client progress and adjusted nutrition plans as needed, ensuring optimal results and satisfaction.
- Participated in door - to - door child immunization exercises, improving access to needed health services.
Education
Bachelor of Science - Nutrition And Food Science
University of Ghana
05.2012
Skills
- Leadership & Team Building
- Customer Relationship Management (CRM)
- Training
- Cross-Functional Collaboration
- Schedule Management
Certification
ISO 15189 (2012) Implementation:
Completed ISO 15189 (2012) implementation course.
ISO 15189 Management Functions:
Completed an ISO 15189 Management Functions course
Supervisory Development NQF4:
Completed a supervisory development course.
PASSIONS
Family time, continuous learning and regularly engage in fitness activities.
Languages
English
Bilingual or Proficient (C2)
EXTRACURRICULAR ACTIVITIES
Serve as a member of the Welcome Team (Ushering) in church
(Empowerment Worship Center)
Volunteer/chaperone for the kid's summer camp (Empowerment Worship
Center)
Swimming
Binge watching movies
REFREES
Sally Oteng Appiah
Deputy Managing Director - Sahel Health Ghana
0540127012
Agnes Baffoe
Customer Service Manager - MDS-Lancet Laboratories Ltd.
0504101195
Timeline
Customer Service Supervisor
MDS-Lancet Laboratories Ghana Ltd.
03.2018 - Current
Customer Service Senior Officer
MDS-Lancet Laboratories Ghana Ltd.
05.2016 - 09.2017
Customer Service Officer
MDS-Lancet Laboratories Ghana Ltd.
10.2014 - 04.2015
Nutritionist
Volta River Authority Hospital
09.2012 - 08.2013
ISO 15189 (2012) Implementation:
Completed ISO 15189 (2012) implementation course.
ISO 15189 Management Functions:
Completed an ISO 15189 Management Functions course
Supervisory Development NQF4:
Completed a supervisory development course.
Bachelor of Science - Nutrition And Food Science
University of Ghana
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