Ebo APPIAH
Accra
Summary
Dynamic and result oriented professional with over 6 years practical working experience in customer service, strategic planning and project execution. Proven track record of leadership, communication and interpersonal skills with executives, managerial colleagues, staffs, and other business stakeholders.
Overview
11
11
years of professional experience
Work History
Customer Support Manager
Standard Focus Outsourcing Limited
08.2020 - Current
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Responsible for the hiring process of competent and experienced staff.
- Ensures key performance indicators and company expectations are met for their assigned team/s.
- Designed performance metrics to evaluate team success and individual growth, resulting in increased productivity levels.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Conducted regular performance reviews for team members, offering constructive feedback on areas requiring improvement and recognizing outstanding achievements.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Led and executed customer support team strategy to reach company support goals.
- Cultivated long-term relationships with vendors by developing cost-effective methods to source products and services
- Completed monthly payroll for sixty employees.
Customer Onboarding Manager
Christian Community Microfinance Ltd (CCML)
07.2013 - 01.2019
- Involved in ensuring that the needs of customers are being satisfied by providing excellent customer service, cross-selling and upselling of products and services to customers and promoting this idea throughout the company.
Education
Bachelor of Arts - Psychology And The Study of Religions
University of Ghana, Legon
Accra Ghana05.2005
High School Diploma -
Achimota Senior Secondary School
Accra, Ghana07.1997
Skills
- Training Programs
- Sales Proficiency
- Research and Due Diligence
- Customer Relations
- Inter-Department Collaboration
- Deliverables Coordination
- Training and Mentoring
- Project management
- Administrative Management
- Vendor Relationship Management
Contact Tel
+233244303930
Useful Skills
English, Ga and Twi, Competence in the use of key Microsoft Office Applications - MS Word, Excel, PowerPoint and Outlook
References
- Vivian Asabea Ohene-Asare, Head of Retention and Experience, Christian Community Microfinance Limited, Accra, GHANA, +233202209701, vivianasabea@yahoo.co.uk
- Sybil Diawuo, Country Manager, Standard Focus Outsourcing Ltd, +233555111888, sybil.diawuo@sportserve.co
Timeline
Customer Support Manager
Standard Focus Outsourcing Limited
08.2020 - Current
Customer Onboarding Manager
Christian Community Microfinance Ltd (CCML)
07.2013 - 01.2019
Bachelor of Arts - Psychology And The Study of Religions
University of Ghana, Legon
High School Diploma -
Achimota Senior Secondary School
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