BRIGHT AUSTIN HAMMOND
OSU-ACCRA,Accra
Summary
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
18
18
years of professional experience
Work History
Head of Customer Service and Marketing Operations
Soccabet LTD
Osu
04.2015 - 10.2024
- Develop and implement marketing concepts
- Organize and supervise market activations
- Setting up of Call Centre (IT equipment, furniture and overall design)
- Recruiting and training of staff
- Providing technical support to customers and 235 branches
- Supervising staff at the call enter
- Preparation and adjustment of duty roster during emergencies
- Daily preparation and submission of reports
- Advising management on policies (effects and improvements) through feedbacks from customers
- Formulation of strategic policies to enhance customer comfort
- Monitoring and Evaluating Quality of Service of staff
- Manage and supervise all Social Media Accounts
- Formulate marketing strategies and promote product and services
- Assist Regional Managers and Branch Managers with technical support and feedbacks from their zone
- Monitor and enforce Service Adherence Protocol nationwide (Oversight)
- Identified opportunities and found solutions for continuous improvement.
- Organized and balanced multiple priorities within fast-paced environment.
- Enhanced customer satisfaction by effectively addressing and resolving complaints in a timely manner.
- Led, built and developed team for modeling service excellence.
- Fostered strong relationships with clients through personalized interactions that demonstrated understanding of their unique needs.
- Played a key role in retaining valuable customers by proactively identifying potential issues and offering tailored solutions before escalation occurred.
- Collaborated with other departments to identify and resolve cross-functional issues impacting customer experience.
Customer Service Manager
CompuGhana LTD
12.2019 - 10.2024
- Recruiting and training of staff
- Providing technical support to customers and other branches
- Supervising staff at the call enter
- Preparation and adjustment of duty roster during emergencies
- Daily preparation and submission of reports
- Advising management on policies (effects and improvements)
- Manages /supervise Social Media pages and all communication channels
- Marketing Functions (Concept Creations and Products promotions)
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
Branch Manager
Soccabet LTD
Accra
01.2015 - 03.2015
- Setting up the of office
- Recruiting and training of staff (supervisors, cashiers, security, etc.)
- Daily accounting and deposit of profit to bank
- Daily preparation submission of reports to head office
- Supervising the entire staff of the branch
- Preparation and adjustment of duty roster during emergencies
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
Activations Manager
Market Icons Limited
01.2013 - 12.2014
- Develop and implement marketing concepts
- Recruiting and training promoters
- Supervising brand ambassadors on field
- Data collection on potential clients
- Writing reports
- Organizing set ups for clients and products
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Improved marketing to attract new customers and promote business.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
INFORMATION OFFICER
INFORMATION SERVICE DEPARTMENT - SEKYERE EAST DISTRICT ASSEMBLY
01.2012 - 12.2013
- Reporting writing
- Information dissemination
- Collecting feedbacks (response) on government policy
- General announcements
- Developed informational documents such as brochures, flyers, and fact sheets.
- Improved information dissemination by streamlining internal communication processes.
- Conducted outreach campaigns and events to reach specific populations.
- Managed the creation and distribution of high-quality informational material for both internal and external stakeholders.
- Developed and promoted corporate brand, images and identity to media and public.
- Collaborated with other departments to develop integrated branding and public relations strategies.
- Managed editorial calendars and rescheduled PR events and meetings.
RESEARCH ASSISTANT
KORLE-BU TEACHING HOSPITAL-CHILDRENS BLOCK
01.2011 - 12.2012
- Collection of patients’ data
- Interviewing of patients
- Records filling and keeping
- Data entry
- Directing of patients to appropriate department
- Report writing and presentation
- Organized research materials, maintaining a well-ordered workspace conducive to productivity.
- Analyzed complex data sets to uncover critical insights, driving direction of research projects.
- Identified and resolved data discrepancies, ensuring highest level of accuracy in research outcomes.
- Managed research databases with utmost diligence, ensuring data integrity and security.
Enumerator
Ghana Statistical Service
01.2010 - 12.2011
- Enumeration of citizens and non-citizens
- Entering of raw data
- Routine reports on activities
- Planned efficient visitation routes by studying maps of assigned areas.
- Oversaw 10-member team of census enumerators, providing strategy training and guidance to successfully obtain interviews and adhere to procedures.
Mobile Registration Workstation (MRW) Operator
NATIONAL IDENTIFICATION AUTHORITY (NIA)
01.2008 - 12.2010
- Registration of citizens and non-citizens
- Entering of raw data
- Printing and issuing out receipts
- Mobile Registration Workstation maintenance
- Routine reports on activities
- Taking of pictures for data purposes
- Capturing biometric information
- Upheld quality standards through regular inspections of completed registrations, addressing any inconsistencies immediately.
- Conducted routine maintenance checks to prevent unexpected machinery downtime, ensuring continuous production flow.
- Conducted comprehensive training for new operators, enhancing team skills and performance.
- Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
- Reviewed production schedules and streamlined processes.
Presiding officer
ELECTORAL COMMISSION OF GHANA
01.2008 - 12.2008
- Supervising polling station
- Validation of ballot papers
- Supervising of polling assistants
- Counting of ballots
- Declaration of provisional results at polling station
Graphic designer
COLOUR IMAGE ADVERTISING AGENCY
01.2007 - 12.2008
- Making art works
- Shooting Screens
- Printing
Education
BBA - Business Administration ,Human Resource Management
Methodist University College Ghana
Dansoman, Accra07.2013
Advanced Professional Diploma - System Engineering
IPMC
East Legon08.2018
Skills
- Customer Service
- Microsoft Office
- Training and mentoring
- Team Building and Leadership
- Policy Enforcement
- Report Preparation
- Technical Support
- Customer Relations
- Cash Handling
- Quality Assurance
- Administrative Support
- Project Management
Timeline
Customer Service Manager
CompuGhana LTD
12.2019 - 10.2024
Head of Customer Service and Marketing Operations
Soccabet LTD
04.2015 - 10.2024
Branch Manager
Soccabet LTD
01.2015 - 03.2015
Activations Manager
Market Icons Limited
01.2013 - 12.2014
INFORMATION OFFICER
INFORMATION SERVICE DEPARTMENT - SEKYERE EAST DISTRICT ASSEMBLY
01.2012 - 12.2013
RESEARCH ASSISTANT
KORLE-BU TEACHING HOSPITAL-CHILDRENS BLOCK
01.2011 - 12.2012
Enumerator
Ghana Statistical Service
01.2010 - 12.2011
Mobile Registration Workstation (MRW) Operator
NATIONAL IDENTIFICATION AUTHORITY (NIA)
01.2008 - 12.2010
Presiding officer
ELECTORAL COMMISSION OF GHANA
01.2008 - 12.2008
Graphic designer
COLOUR IMAGE ADVERTISING AGENCY
01.2007 - 12.2008
BBA - Business Administration ,Human Resource Management
Methodist University College Ghana
Advanced Professional Diploma - System Engineering
IPMC
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