Summary
Overview
Work History
Education
Skills
LANGUAGES SPOKEN
References
Hobbies and Interests
Accomplishments
OTHER RESPONSIBILITIES
Timeline
Generic

Cyril Otoo

ACCRA

Summary

An industrious and vibrant young man who is capable of performing various roles within the confines of any organization. Highly motivated with a polite and professional approach.

Overview

10
10
years of professional experience

Work History

Mobile Money Outbound Agent

Mobile Financial Services (MTN)
11.2014
  • Calling customers daily and making them aware of mobile money service so they can register for the service. Educating already registered customers on how to use the service for transactions.
  • Making customers aware if there is an ongoing promotion with the service and as well, any new product associated with the service.
  • Making a daily follow-up on customers who promised to register for the service to know if they were able to register successfully.
  • Writing weekly reports based on successful transactions, customers who promised to be registered, unavailable numbers, no response numbers and ported out numbers etc.

Revenue Assistant

Ledzekuku Krowor Municipal Assembly (Gr. Acc)
09.2013
  • Writing of cash returns.
  • Issuing of business operating permit receipts.
  • Filing of car embossment forms.
  • Writing of weekly report on cash returns and issued receipts.

Starwin Products Limited (Gr. Accra)
07.2012
  • Issuing of purchase, transfer, requisition invoice and samples waybill.
  • Labelling, cocking, Packaging and transferring of finished goods from the production room to the warehouse.
  • Preparing of returns and rejects invoice.

Sales Agent

Airtel (Takoradi)
05.2012
  • Making customers aware of Airtel’s new product and its benefits.
  • Assisting customers with the activation code to subscribe to the new product.
  • Prospecting for customers and as well assisting them to access the service.

Sales Agent

Unichem Ghana Limited (Gr. Accra)
06.2011
  • Writing and issuing of sales report and invoice.
  • Taking orders and delivering of customer demanded goods
  • Prospecting for customers and interacting with them in line with the organizations products/services to make business deals.

Sales Agent

Tigo (Takoradi)
04.2011
  • Making customers aware of Tigo’s new product and its benefits.
  • Giving customers the activation code to subscribe to the new product.
  • Prospecting for customers and as well assisting them to access the service.

Supervisory Contractor

Customer Service Operations
09.2019 - Current
  • Analyze MoMo complaint trend and undertake initiatives to reduce complaint categories.
  • Act as an intermediary between my team and other telco’s (Vodafone, Airtel-Tigo, GhIPSS and Banks) where complaints reporting and resolutions are communicated.
  • Responsible for handling MoMo related UAT’s where new products are tested before they go live to customers.
  • Responsible for handling and resolving MoMo (Reversals, MM Interoperability) related complaints.
  • Track the quality of complaints resolved by team members and take corrective action where necessary.
  • Organize roadshow training for stakeholders (branches, call center) to align them with complaint escalation metrics and resolution.
  • Liaise with other stakeholders (within and outside) the business to address issues affecting speedy resolution of complaints.
  • Preparing financial journals for customer’s account to be credited after a reversal of wrongly transferred funds.

Job Coaching

Digital Marketing Department
08.2022 - 12.2022
  • Analyze social media creatives for campaigns and ensure the creative’s project the information needed.
  • Assist in reviewing communication briefs sent in from other departments with new products/service that needs online campaign.
  • Monitor social media campaigns and the impact of the campaign on the product/service for which the campaign was launched.
  • Assist map up social media content with customers in mind to create a perfect customer persona.
  • Plan the exact medium through which an online campaign should reach a wider audience i.e. either through Search Engine Optimization, Search Engine Marketing or Call to Action.
  • Identify various social media platforms and the best-fit strategy to promote a product or a service.

Supervisory Contractor

Mobile Money Call Center (MTN)
11.2015 - 01.2018
  • Resolving customer complaints and challenges when they call the helpline as well as escalating challenges for the needed assistance.
  • Team’s delegate and assist my supervisor with some administrative work i.e. daily staff attendance, weekly closed looped feedback (CLF) report, agent call reason selection report and manager’s data etc.
  • Assist with Workforce related issues i.e. generate E.A reports daily for all segments within the call center space to ascertain the reason for which customers are calling for management decision.
  • Assist workforce team in requesting for ECW and Concierge accesses via BMC for agents within Graphic Road and Tema call center space.
  • A member of the Customer Relations Incentive Committee representing the call center to award agents for exceptional, good job and impressive performance within the Customer Relations Division.

Education

Business Data Analytics - undefined

Center for Business Analysis
01.2023

Digital Marketing - undefined

Hubspot Academy
01.2023

Social Media Marketing/Content Development - undefined

NIIT (Open Labs Ghana)
01.2022

BSc - Marketing

University of Cape Coast
01.2019

HND - Marketing

Takoradi Polytechnic
01.2013

W.A.S.C. E - undefined

Insanityya Business College
01.2008

B.E.C. E - undefined

Seven Great Princes Academy
01.2005

Skills

  • Ability to take initiative, complete work on schedule and follow instructions
  • Possesses enthusiasm and versatility with a persuasive manner in overcoming challenges
  • Good communication skills and a vibrant academic potential
  • Ability to analyze emerging operational trends and take corrective action
  • Creating social media content and event planning
  • Photography and video editing

LANGUAGES SPOKEN

English
Ga
Twi

References

Richmond, Asare, Manager, 233 244303025, MTN (Customer Service Operations)


Isaac Addo, Supervisor, 233 246647777, MTN (Call Center)

Hobbies and Interests

Research, Photography, Singing, Content creating and Video editing

Accomplishments

  • With my representation on the Customer Relations Incentive Committee, the Call Center has received 27 awards for 2019 and 2020 being the highest over the years.
  • Excellent Net Promoter Score from 2014 till date and always exceeds company’s yearly performance target of 2.50.

OTHER RESPONSIBILITIES

  • A member of the User Acceptance Test committee for customer service operations department for New Product Testing from 2022 to Date
  • Represent the Call Centre on the Customer Relations Incentive Committee from February 2019 to December 2020.
  • Team’s Delegate for MOBILE MONEY (call centre) in June 2018 to September 2019.
  • Entertainment vice chair for GETFUND HALL for September 2012.
  • Member of GETFUND HALL planning committee for January 2013.

Timeline

Job Coaching

Digital Marketing Department
08.2022 - 12.2022

Supervisory Contractor

Customer Service Operations
09.2019 - Current

Supervisory Contractor

Mobile Money Call Center (MTN)
11.2015 - 01.2018

Mobile Money Outbound Agent

Mobile Financial Services (MTN)
11.2014

Revenue Assistant

Ledzekuku Krowor Municipal Assembly (Gr. Acc)
09.2013

Starwin Products Limited (Gr. Accra)
07.2012

Sales Agent

Airtel (Takoradi)
05.2012

Sales Agent

Unichem Ghana Limited (Gr. Accra)
06.2011

Sales Agent

Tigo (Takoradi)
04.2011

Business Data Analytics - undefined

Center for Business Analysis

Digital Marketing - undefined

Hubspot Academy

Social Media Marketing/Content Development - undefined

NIIT (Open Labs Ghana)

BSc - Marketing

University of Cape Coast

HND - Marketing

Takoradi Polytechnic

W.A.S.C. E - undefined

Insanityya Business College

B.E.C. E - undefined

Seven Great Princes Academy

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Cyril Otoo