JENNIFER AMANQUANDOH

• Supervise and Monitor a team of 13 agents to ensure KPIs are achieved.
• Regular coaching of agents to how to address customer issues.
• Daily audit of agent's calls and chats with customers to identify areas of improvement.
• Daily report to my manager of team's performance against KPIs.
• Daily data analysis of poor CSAT.
• Agents schedule planning.

• Supervising a team of 32 customer service agents to ensure achievement of Call Center KPIs.
  • Evaluating and monitoring CS agents on a regular basis to identify areas of improvement and knowledge gaps as well as regular training and coaching of team to deliver high standard CS.
  • Performing quality reviews; monitor conversations to evaluate customer service skills against an established quality metrics, including but not limited, to the accuracy of the information, demonstrated professionalism and product knowledge.
  • Daily report to the CS Manager on team performance against KPIs.
  • Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
  • Communicating all processes; client changes and notifications to agents as well as resolving escalated customer issues.
  • Providing feedback and coaching about case handling to the agents and point out opportunities for improvement;
  • Carrying out any other ad hoc duties as requested by Manager from time to time.

• Monitor and Supervise a team of 10 agents .
• Customer order confirmation.
Call customers to know if item in the order queue are exactly what they ordered for and also confirm their delivery location.
• Replace orders for customers if they have a change of mind.
• Assist customers with order cancellation.

• Inspect and monitor tourism informal plants.
  • Working with operations staff to ensure that hotels and restaurants in Ghana conform to the foregoing, the harmonized standards for accommodation and catering establishments in Ghana
  • Licensing and Registration of Tourism Plants (Formal and
  Informal)
  • Analyze data and recommends changes to improve product quality
  • Inspections Hotels to ensure quality of standards.

• Supervise and Monitor the preparation of agent's meal.
• Team lead responsible for coordinating and supporting the activities of other interns.