Summary
Overview
Work History
Education
Skills
Language Skills
Hobbies and Interests
Awards
Training
Timeline
Generic

FREDA MAAME DUFIE DAMPTEY

ADABRAKA-ACCRAE

Summary

To leverage over a decade of experience in delivering exceptional customer experiences to drive strategic growth and innovation in a new department. I aim to build and lead high-performing teams that prioritize customer-centric solutions, foster loyalty, and translate insights into measurable business outcomes. My objective is to create a culture of excellence that enhances brand value and positions the department as a key contributor to organizational success

Overview

24
24
years of professional experience

Work History

Manager – Retail Experience -Eastern Volta & Accra

Scancom PLC
08.2019 - Current
  • Champion and implement all Customer Experience projects/plans and companywide business initiatives in the assigned regions.
  • Responsible for all branch/ touch point functions including service excellence and sales activities in all service touch points within the regions assigned.
  • Handle the resolution of escalated issues and 3rd party staff in all service touch points within the regions.
  • Manage Mobile Money and shop in shop (smartphone/device stocks) services and traffic in all service touch points in the region.
  • Ensure logistics and relevant resources are available for team to deliver on their targets (tools, stocks guidelines objectives etc).
  • Conduct branch/connect store/VM Centres visits/spot checks in the region quarterly.
  • Liaise with distributor teams and VM Partners in ensuring service standards are maintained in Connect stores/VM Centres.
  • Prepare Business reports (quarterly, monthly and weekly) for the attention of the Senior Manager.
  • Manager Retail Experience Jan 2023 to Date

Coordinator, BNS Back Office Operations

Scancom PLC
01.2017 - 06.2019
  • Drive service quality standards across all connect stores, in line with CEX expectations.
  • Ensure support is given promptly to all connect stores and drive all business initiatives within regional teams.
  • Prepare, weekly, biweekly and monthly CEX departmental reports (On a rotational basis)
  • Support with the implementation of initiatives to improve Customer Experience (CLF) in all the MTN Service Centers and touch points.
  • Support with periodic spot checks within the assigned cluster.
  • Coach and develop teams under BNS operations.
  • Cascade relevant information to connect store MTN heads within agreed timelines.
  • Convene quarterly national meetings within house and connect store heads and share updates with teams.
  • Offer operational support to branches and all touch points.
  • Pick up intelligence from the weekly branch and connect store reports, collate and analyse the data for business decisions.
  • Collate and analyze data on Key Business items on Monthly basis, to track Departmental and Branch performance.
  • Prepare Weekend schedule for branches and collate attendance report for branches. (All work life balances must be preapproved) Weekly weekend schedule report and monthly attendance report to be shared within timelines.
  • Coordinate Teller overtime claims and share with the respective partner Banks.
  • Supervise general activities and projects brought to the attention of BNS Operations

Cluster Head

Scancom PLC
02.2015 - 02.2016
  • Significantly improve customer experience (CLF) in all the MTN Service Centers.
  • Coach and develop teams in the service centers.
  • Follow up on all requests made to cluster branches.
  • Pick up intelligence from the marketplace on service delivery to impact on service delivery in the region.
  • Executes business initiatives within assigned territory
  • Supervise general activities in the cluster branches
  • Pick up intelligence from the marketplace to impact on service delivery in cluster branches
  • Monitor and ensure agreed wait and transaction time are met with cluster branches
  • Prepare quarterly reports on cluster branches
  • Manage assigned resources at the cluster level

Branch Head

Scancom PLC
09.2005 - 01.2015
  • In charge of the day to day operation of the branch
  • See to all administrative issues
  • Manage all inventory items assigned to the branch to ensure stock does not run outs and avoid financial loses.
  • Reconcile Mobile money transactions and warehouse stock balances.
  • Assist in solving complaints and requests that cannot be handled by the front line staff.
  • Train and monitor front lines staff to deliver good customer service at all times.
  • Access the performance of staff on a quarterly and yearly basis. Based on their performance, develop training to enhance their skills.
  • Assist in the request of stationery to other branches and out stationed branches.

Customer Care Controller-Tech Support

Scancom
09.2002 - 08.2005
  • Change of sim cards for Postpaid, Prepaid and FWAP.
  • Update client details for database.
  • Activate service for new clients.
  • Activate Roaming for both Post-paid and Prepaid Clients
  • Activate GPRS for all clients on request
  • Solve clients’ complaints both on phone and walk in clients
  • Suspend and reconnect post paid service on request
  • GPRS configuration on cell phones and Laptops
  • Solve problems of clients
  • Dealing with general enquiries from the public.
  • Data entry
  • Assist team members with their daily activity
  • Access performance of team members on a monthly basis

National Service

Ministry of Defence (Directorate of Public Relations)
11.2001 - 08.2002
  • Taking minutes of meetings
  • Writing articles for the Military quarterly journal
  • Proof reading of submitted articles
  • Writing reports of all conferences attended
  • Representing the Directorate at seminars

Accounts Trainee

Olam Ghana Ltd
07.2001 - 08.2002
  • Prepare daily and cash reconciliation
  • Crosscheck COCOBOD Invoices
  • Data Entry
  • Prepare monthly reconciliation
  • Prepare daily cash report and bank report
  • Journal vouchers to correct accounting procedure

Education

Masters in Business Administration - Project Management

GIMPA
01.2012

Bachelor’s degree - Social Sciences (Geography and French)

University of Ghana
01.2001

Skills

  • Excellent communication skills
  • Strong personal and interpersonal skills
  • Good organiser
  • Flexible and adaptable
  • Good team player
  • Focused and target driven
  • Reliable and comfortable working under pressure
  • Microsoft Office 365 -Word, Excel, Advanced Excel, PowerPoint, Teams, Oracle and Internet based working platforms, and AI Chatbot

Language Skills

English - Written: Proficient, Spoken: Fluent
Asante Twi - Written: Proficient, Spoken: Fluent
French - Written: Basic, Spoken: Basic
Fante and Ga - Written: Proficient, Spoken: Fluent
Spanish - Written: Basic, Spoken: Basic

Hobbies and Interests

Reading, listening to music, Netflix and Chill, Cooking, Surfing the internet.

Awards

Awarded Unique Contributor – Manager Retail Experience Accra – March 2025, Awarded Winner for “Efficient, Effective and Supportive team member in BNS Operations – Sept 2018, Best Customer Care Representative for Customer Care Division for Year ending 2007., Outstanding Branch Achievement in Branch Management, Sales & Distribution, Graphic Road Branch for year ending 2009, Award of Merit for dedicated service to the deployment of Mobile Number Portability, October 2011.

Training

  • Feb. 2025 – Artificial Intelligence - Ulearn
  • Mar. 2025 – Ethical Use Of AI - Ulearn
  • Mar 2025 – Planning Your Team’s Strategic Changes - Ulearn
  • June 2025 – Managing Upward Delegation Effectively - Ulearn
  • Mar. 2024 – Introduction to Analytics - Ulearn
  • May 2024 – Introduction to CVM -Ulearn
  • Nov 2024 – Introduction to Cybersecurity - Ulearn
  • Dec. 2023 – MTN Acceptable usage and use your own device policy -
  • Dec. 2022 – Data Privacy - Ulearn
  • Sept. 2021 – Foundational Skills – Analytical Thinking, Critical Thinking, Strategic Thinking and Planning, Decision Modelling Techniques, and Integrated Analysis.
  • 18th – 19th February 2019 – Achieving Performance Excellence
  • 2nd November 2018 – Effective Critical Analysis on Business Reports
  • 31st October 2018 – Leading teams through Change
  • 11th October 2018 – Being An Effective Leader in a Digital Era
  • 28th- 29th August 2018 – The Supervisor as A Coach
  • 20thDecember 2016– ELearning Course
  • 20th October 2011 �� Essentials of Learning
  • 17th – 18th October 2011 – Delivering World Class Customer Service to Win and Keep Customers
  • 22nd – 23rd June 2011 – Supervisory and Branch Management Skills, by Etal Associates.
  • June 2011 – Products and Services Refresher training, organised by Training Unit. Scancom Ltd.
  • 8th – 10th December 2010 – Advanced Ms Excel Techniques by Dev-Pro Consulting.
  • 14th- 15th September 2009 – Achieving Customer Service Excellence With Effective Negotiation skills by Etal Associates
  • 23rd – 24th March 2009 – 3.5G Technology Training at Coconut Groove Hotel - organised by Scancom Ltd.
  • January 2009 – Basic Selling Skills – organised by Sales & Distribution Division, Scancom Ltd.
  • 28th August 2008 – Mobile Money & Mobile TV Training – organised by Customer Care Division Scancom Ltd.
  • 19th – 21st August 2008 – Mobile Money Training – organised by Customer Care Division Scancom Ltd.
  • 13th – 14th August 2008 – Face to Face With the Customer – Organised by British Council Accra
  • June 2008 – MTN Products and Services Refresher Training- Organised by Customer Care Division Scancom Ltd.
  • December 2007 – Basic Banking Course – organised by Core Career Consult
  • October 2007 “Building Relationship – Success in Customer Care” Executive Workshop & Forum
  • April 2007 Self Management on the Job - Organised by Customer Care Division, Scancom Ltd.
  • September 2006 IIR Training – A Training Seminar on Client Relations, Erata Hotel, Accra.
  • April 2005 effective communication

Timeline

Manager – Retail Experience -Eastern Volta & Accra

Scancom PLC
08.2019 - Current

Coordinator, BNS Back Office Operations

Scancom PLC
01.2017 - 06.2019

Cluster Head

Scancom PLC
02.2015 - 02.2016

Branch Head

Scancom PLC
09.2005 - 01.2015

Customer Care Controller-Tech Support

Scancom
09.2002 - 08.2005

National Service

Ministry of Defence (Directorate of Public Relations)
11.2001 - 08.2002

Accounts Trainee

Olam Ghana Ltd
07.2001 - 08.2002

Bachelor’s degree - Social Sciences (Geography and French)

University of Ghana

Masters in Business Administration - Project Management

GIMPA

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FREDA MAAME DUFIE DAMPTEY