Microsoft Excel
A team player with a great attention to details and strong organizational skills. Possesses the ability to handle multiple projects simultaneously while maintaining a high level of accuracy.
Hi, I’m
JOSEPH HINSON
Customer Success Manager | Small-to-Medium Business Support Expert
Accra,Greater Accra
Summary
Overview
9
years of professional experience
Work History
Invisible Technologies
Remote Private Contractor (Customer Support Specialist/Quality Assurance Agent)
10.2022 - Current
Job overview
- 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 team settings, 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 team environments.
Papa's Pizza Ghana Limited
Call Centre Manager
09.2021 - 10.2022
Job overview
- 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.
- Scaled call handling capacity to meet rising call volumes by increasing number of seats from 6 to 10.
- Manage agents' work attendance scheduling to ensure optimum attendance is met daily.
- Set and ensure to achieve quarterly goals for customer service 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 appropriate departments for redress.
- Proved successful working within tight deadlines and fast-paced environments.
- Paid attention to detail while completing assignments.
- Participated in team projects, demonstrating 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.
E-Services Africa Limited
Brand Ambassador (Africa World Airlines Project)
06.2018 - 09.2021
Job overview
- 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 Zoho Social Manager).
- Escalated issues/requests to appropriate departments for redress.
- Supervising shifts and submitting reports in absence of Team Leader/Supervisor.
- Worked well in team settings, 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 dynamic work environment.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Christ embassy Accra 3
Church Staff Assistant
10.2015 - 10.2017
Job overview
- Managed all data for church and updated church data status online on bi-daily basis.
- Drafted and sent Emails on behalf of church to staff and members.
- Provided efficient and friendly service to church staff.
- Maintained clean church hall before, during and after church services.
- Hoisted ministry materials (literature) in church stall for sale.
- Acted quickly to resolve issues or concerns to ensure smooth running of services and church programs.
- Paid attention to detail while completing assignments.
- Acted as team leader in church group projects, delegating tasks and providing feedback.
- Worked flexible hours across night, weekend and holiday shifts.
Education
Asesewa Senior High School
Senior High Certificate from General Science
10.2012 - 2015.05
University Overview
Teshie Jordan Methodist Junior High School
Junior High School Certificate from Basic Education
05.2010 - 2012.04
University Overview
Skills
Telephonic Customer Support
Accomplishments
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 Word
Google Sheets
Zoho Desk
Custom-made Restaurant Management System (RMS) for Papa's Pizza
Salesforce
Hubspot
Clickup
Languages
English
Ga (Ghanaian Local Language)
Twi (Ghanaian Local Language)
Hausa (Ghanaian Local Language)
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
Asesewa Senior High School
Senior High Certificate from General Science
10.2012 - 2015.05
Teshie Jordan Methodist Junior High School
Junior High School Certificate from Basic Education
05.2010 - 2012.04
Similar Profiles
YOGASHRI PYOGASHRI P
AI Data Trainer at Invisible TechnologiesAI Data Trainer at Invisible Technologies
Katherine BarraxKatherine Barrax
Senior AI Data Trainer l Writer at Invisible TechnologiesSenior AI Data Trainer l Writer at Invisible Technologies
HELEN FRANCISHELEN FRANCIS
Executive Assistant to CEO at Invisible TechnologiesExecutive Assistant to CEO at Invisible Technologies
Surbhi GuptaSurbhi Gupta
Process Analyst and QA Associate at Invisible TechnologiesProcess Analyst and QA Associate at Invisible Technologies
CHRISTABEL EWURAMA ACQUAHCHRISTABEL EWURAMA ACQUAH
Medical Representative at VIATRISMedical Representative at VIATRIS