JOHN KWAME BOAKYE DRAH
Customer Experience Professional
Accra
Summary
Seasoned Floor Manager highly effective at managing wide-ranging tasks in support of General operations. Have a a proven track record in customer service, operations management, quality assurance and project management. Excellent team leader and complex problem-solver with analytical and adaptable approach. Supportive supervisor and unbiased leader of numerous personalities and individuals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Floor Manager
Sports Betting Group Ghana Limited - Betway
04.2019 - Current
- Managed team of 50 employees to maintain smooth-running operations of Contact Centre Department.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Created employee schedules to align coverage with forecasted demands.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Established Contact Centre Strategy and objectives to offer team members clear roadmap to help company achieve overall goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Launched quality assurance practices for each phase of development
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Quality Assurance Executive/Projects Coordinator
eServices Africa Limited
12.2017 - 03.2019
- Responsible for the general Service Quality and transaction monitoring at the call centre and also a coordinator at the Project Management Unit (PMU)
- Specific Duties include;
- Monitor call transactions of Brand Ambassadors to ensure conformance to Call Quality Standards
- Carry out performance feedback sessions for new and old Brand Ambassadors which addresses their challenges during interaction
- Conducts training on call quality scorecard and products for new Bas and old ones with specific challenges
- Conducts mystery shopping exercises to ensure that call quality processes and procedure are being adhered to
- Conducts a special Quality Assurance Clinic sessions for underperformers over a period of 3 months
- Carry out calibration sessions with Clients to iron out grey areas within the operations of both parties and assess delivery of Brand Ambassadors towards continuous improvement
- Coordinate some internal and external projects of the company and lead some specific ones
- Eg; WhatsApp business
- Carry out all other related tasks like conducting of Cognitive Ability Test (CAT) for Brand Ambassadors
- Acts as both Team Leader and Supervisor on different occasions.
Team Manager/Call centre Supervisor
eServices Africa Limited
07.2014 - 12.2017
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Recruited and trained high-performing team members, maintaining optimized customer service.
Brand Ambassador
eServices Africa Limited
12.2011 - 06.2014
- Served as a customer service representative for two major projects
- I assisted to resolve over 1000’s of customers issues which were both ECG and NHIS related
- I was the Learning and Development Executive for the Mandeagles (ECG) and Falcons (NHIS) teams
- I was to ensure that all team members were brought up to speed with regards to product knowledge
- Escalating the extremely complex issues to my direct report.
Marketing Executive
Angel Herbal Factory
06.2010 - 08.2010
- I had my internship with this company as an academic requirement during my Diploma course at UPSA
- Planned and executed marketing campaigns to target groups, areas and wider community.
- Responsible for sales and distribution of products like Angel Herbal Mixture, Angel cream and Angel Natural Capsules to potential and key clients.
- Compiled product and customer data to generate informed profit projections.
Education
BSc. - Marketing
University of Professional Studies
Accra, Ghana2014
Diploma - Marketing
University of Professional Studies
Accra, Ghana2011
Senior Secondary School Certificate - Business
Prempeh College
Kumasi, Ghana2008
Skills
- Employee Performance Reviews
- Operations Management
- Employee Scheduling
- Floor Management
- Performance Tracking and Evaluations
- Managing Operations and Efficiency
- Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Project, and Microsoft Outlook)
Certification
- First Aid - KUO Fire Safety Training - August 2022
- Certificate of Participation - Data Protection and Privacy Compliance Program, DataPro Ltd - September 2020
- Project Management, Crux Training Institute - September 2017
- First Aid at Work Course, St John Ghana - April 2019
- Customer Service Skills, Nest of Ideas Consulting Ltd - March 2014
- Workshop Certificate of participation - Temperament Styles and its efficacy in leadership - July 2017
- Certificate of Honor - Secretary - Royal Praise Singers(Prempeh College) - May 2008
Additional Information
www.linkedin.com/in/john-drah-833877152
Timeline
Floor Manager
Sports Betting Group Ghana Limited - Betway
04.2019 - Current
Quality Assurance Executive/Projects Coordinator
eServices Africa Limited
12.2017 - 03.2019
Team Manager/Call centre Supervisor
eServices Africa Limited
07.2014 - 12.2017
Brand Ambassador
eServices Africa Limited
12.2011 - 06.2014
Marketing Executive
Angel Herbal Factory
06.2010 - 08.2010
BSc. - Marketing
University of Professional Studies
Diploma - Marketing
University of Professional Studies
Senior Secondary School Certificate - Business
Prempeh College
⦁ First Aid Training - KUO Fire Safety - August 2022
⦁ Certificate of Participation - Data Protection and Privacy Compliance Program(DataPro Ltd) - September 2020
⦁ First Aid at Work Course - St John Ghana - April 2019
⦁ Customer Service Skills (Nest of Ideas Consulting Ltd) – March 2014
⦁ Project Management (Crux Training Institute) – September 2017
⦁ Workshop Certificate of participation - Temperament Styles and its efficacy in leadership - July 2017
⦁ Certificate of Honor - Secretary - Royal Praise Singers(Prempeh College) - May 2008
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