ELIZABETH FORSON ZUNUO
Awoshie Estate
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Experienced in leading and directing call center operations with more than 200 employees. Disciplined manager with 10 years of Quality Call Center and Sales experience.
Overview
11
11
years of professional experience
Work History
Snr Operations Manager
Concentrix - Webhelp Ghana
11.2022 - Current
- Improved operational efficiency by streamlining processes.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Achieved high levels of employee retention by designing an engaging onboarding program focused on support and mentorship for new hires.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Cultivated strong relationships with key stakeholders to align call center objectives with overall company goals and strategies.
- Led daily team meetings to review performance, set targets and motivate staff.
Quality Improvement Manager
Milvik Ghana Ltd. (Micro Insurance Company)
02.2021 - 11.2022
- Managing and organizing the accreditation and quality audit functions in support of all business system approvals.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Improved quality processes for increased efficiency and effectiveness.
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Managed and archived quality documentation and participated in internal and external quality audits.
Customer Service Quality Analyst
aYo Intermediaries Ghana (Micro Insurance Company)
10.2018 - 01.2021
- Improved customer service experience, create engaged customers and facilitate organic growth.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Recruited, mentored and developed customer service agents and nurtured an environment where they can excel through encouragement and empowerment.
- Organized customer service week activities for internal and external customers.
Quality Assurance Team Lead
ISON BPO/MTN GH ( Call Center Operators)
12.2015 - 10.2018
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitored inbound and outbound calls made by over 700 employees to provide constructive feedback.
Call Center Representative
MTN Ghana (Telco)
03.2013 - 11.2015
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion and access to services.
Education
MBA - Total Quality Management
University of Professional Studies
Accra08.2021
Bachelor of Arts - Social Sciences
University of Cape Coast
Cape Coast05.2011
Skills
- Call Center Operations
- KPI Tracking and Improvement
- Script Development
- Performance Improvements
- Recruitment and hiring
- Workforce Management
- Productivity Standards
- Staff Motivation/Engagement
Timeline
Snr Operations Manager
Concentrix - Webhelp Ghana
11.2022 - Current
Quality Improvement Manager
Milvik Ghana Ltd. (Micro Insurance Company)
02.2021 - 11.2022
Customer Service Quality Analyst
aYo Intermediaries Ghana (Micro Insurance Company)
10.2018 - 01.2021
Quality Assurance Team Lead
ISON BPO/MTN GH ( Call Center Operators)
12.2015 - 10.2018
Call Center Representative
MTN Ghana (Telco)
03.2013 - 11.2015
MBA - Total Quality Management
University of Professional Studies
Bachelor of Arts - Social Sciences
University of Cape Coast
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