Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Interests
Referees
Work Availability
Timeline
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JOSEPH HINSON

JOSEPH HINSON

Customer Service Specialist/Quality Assurance Agent/Data Enrichment Agent/Menu Transcription Agent
Accra,Greater Accra

Summary

I am a team player with great attention to detail and strong organizational skills. My ability to handle multiple projects simultaneously while maintaining a high level of accuracy is one of my greatest strengths.

Overview

8
8
years of professional experience
4
4
Languages

Work History

Remote Private Contractor (Customer Support Specialist/Quality Assurance Agent)

Invisible Technologies
Los Angeles
10.2022 - Current
  • Cultivated interpersonal skills by building positive relationships with others.
  • Developed and maintained courteous and effective working relationships.
  • Strengthened communication skills through regular interactions with others.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated strong organizational and time management skills while working on multiple projects.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Resolved problems, improved operations and provided exceptional service.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.

Call Centre Manager

Papa's Pizza Ghana Limited
North Legon, Accra.
09.2021 - 10.2022
  • Trained agents to professionally interact with customers via e-mail, Social Media & Phone.
  • Hire, train, prepare and motivate staff members to provide excellent service to customers.
  • Manage the agents' work attendance scheduling to ensure optimum attendance is met daily.
  • Set and ensure to achieve the quarterly goals for the department.
  • Provide reliable, efficient support for customers.
  • Helping other management personnel identify current trends and establish call centre objectives.
  • Ensuring staff members achieve desired service levels and take corrective actions as and when needed.
  • Preparing reports and analyzing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Helping with other tasks or projects to support employees, other managers, and call centre operations.
  • Approving replacements or refunds aimed at customer retention.
  • Responding to direct messages and posts' comments on social media.
  • Escalating issues/requests to the appropriate department for redress.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Paid attention to detail while completing assignments.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Developed strong organizational and communication skills through volunteer activities.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Brand Ambassador (Africa World Airlines Project)

E-Services Africa Limited
Nyaniba, Osu.
06.2018 - 09.2021
  • Attended to customers' issues.
  • Reserved or booked tickets for customers.
  • Lodged complaints on behalf of customers.
  • Called to inform customers of flight delays, cancellations or re-accommodations.
  • Responded to direct messages and posts' comments on social media (using the Zoho Social Manager).
  • Escalated issues/requests to the appropriate department for redress.
  • Supervising shifts and submitting reports in the absence of the Team Leader/Supervisor.
  • Worked well in a team setting, providing support and guidance.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Excellent communication skills, both verbal and written.
  • Developed strong communication and organizational skills through working on group projects.
  • Provided professional services and support in a dynamic work environment.
  • Passionate about learning and committed to continual improvement.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Church Staff Assistant

Christ embassy Accra 3
Labadi, Accra.
10.2015 - 10.2017
  • Managed all data for the church and updated the church data status online on a bi-daily basis.
  • Drafted and sent Emails on behalf of the church to the staff and members.
  • Provided efficient and friendly service to the church staff.
  • Maintained a clean church hall before, during and after church services.
  • Hoisted ministry materials in the church stall for sale.
  • Acted quickly to resolve issues or concerns to ensure the smooth running of services and church programs.
  • Paid attention to detail while completing assignments.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.

Education

Senior High Certificate - General Science

Asesewa Senior High School
Asesewa, Eastern Region, Ghana.
10.2012 - 05.2015

Junior High School Certificate - Basic Education

Teshie Jordan Methodist Junior High School
Teshie, Accra - Ghana
05.2010 - 04.2012

Skills

Basic Smartphone Hardware Repairs (Screen and Battery replacements)

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Accomplishments

    I cost-efficiently expanded Papa's Pizza Call Centre from 6 to 10 seats within my first three months of assuming the managerial role.

    I wrote the scripts for inbound and outbound calls at Papa's Pizza which is currently being used in their daily operations.

    I trained about 200-plus customer-facing staff within five weeks; increasing customer satisfaction through pleasant interactions.

    I developed a score card with Microsoft Excel for assessing my teams performance. This helped in spotting underperforming team members and enrolling them on a Performance Improvement Program (PIP) I developed.

Software

Microsoft Excel

Microsoft Word

Google Sheets

Zoho Desk

Custom-made Restaurant Management System (RMS) for Papa's Pizza

Interests

Watching Cooking Videos

Video Games

Tech News

Soccer (Manchester United)

Referees

  • Kwame Osei-Owusu Ansah

+233266823006

kwame2nd@gmail.com

CEO - Papa's Pizza Ghana Limited.

  • Frederick Sedor

+233209292719

frederick.sedor@eservicesafrica.com

Client Account Services - e.Services Africa Limited.

  • Doreen Yayra Wugah

+233201911740

wugahdoreen@gmail.com

Head, Marketing - Papa's Pizza Ghana Limited .

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Remote Private Contractor (Customer Support Specialist/Quality Assurance Agent)

Invisible Technologies
10.2022 - Current

Call Centre Manager

Papa's Pizza Ghana Limited
09.2021 - 10.2022

Brand Ambassador (Africa World Airlines Project)

E-Services Africa Limited
06.2018 - 09.2021

Church Staff Assistant

Christ embassy Accra 3
10.2015 - 10.2017

Senior High Certificate - General Science

Asesewa Senior High School
10.2012 - 05.2015

Junior High School Certificate - Basic Education

Teshie Jordan Methodist Junior High School
05.2010 - 04.2012

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JOSEPH HINSONCustomer Service Specialist/Quality Assurance Agent/Data Enrichment Agent/Menu Transcription Agent