Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOSEPH ADJEI BILSON

Kumasi

Summary

Dynamic individual with hands-on experience in emerging Information Technology technologies and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

10
10
years of professional experience

Work History

Customer Relationship Management (CRM) Supervisor

Sunda Ghana Limited
01.2024 - Current
  • Liaised between customers and organization with particular focus on working with sales department.
  • Made customers aware of current and new programs and services.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Maintained statistical database of customers using CRM web and App for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Assisted customers with opening accounts and signing up for new services.
  • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
  • Created customer support strategies to increase customer retention.
  • Created training guides and in-person and online training courses to improve customer user experience in CRM web and App environment.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Produced and implemented customer satisfaction guarantee program which directly resulted in 100% increase in sales.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Maintained statistical database of customers using the CRM web and App for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.

Customer Relationship Management (CRM) Specialist

Sunda Ghana Limited.
09.2023 - 12.2024
  • Utilized data visualization techniques to present and explain complex data sets.
  • Optimized data access and storage to improve performance of analytics systems.
  • Created data models to support decision-making processes.
  • Generated ad-hoc reports to evaluate specific business requirements.
  • Deployed predictive analytics models to forecast future trends.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Identified patterns and trends in large data sets and provided actionable insights.
  • Developed data mining algorithms to identify and classify patterns in data.
  • Developed and maintained data warehouses and data marts to support business operations.

General Manager, Administration

BUSINESS RESOURCE CENTER
07.2023 - 10.2023
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Managed budget implementations, employee evaluations, and contract details.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Formulated policies and procedures to streamline operations.
  • Developed and implemented strategies to increase sales and profitability.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Raised property accuracy and accountability by creating new automated tracking method.
  • Reported issues to higher management with great detail.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.

Information Communication and Knowledge Management

Ministry of Trade and Industry
08.2020 - 07.2023
  • Managed file archival and information retrievals.
  • Transmitted documents, organized revisions and tracked changes.
  • Carried out in-depth needs assessments to determine document management requirements at department and individual user levels.
  • Strengthened system efficiency by identifying lagging operational processes and implementing optimal solutions.
  • Worked with internal team members to remedy issues with preemptive solutions.
  • Assessed impact of emerging technology and system upgrades on workflow.
  • Managed regulatory requirements and audit support needs by completing and submitting accurate paperwork.
  • Identified areas of weakness and recommended or implemented process improvements.
  • Managed training courses, setup and maintenance for document control systems.
  • Maintained organized and efficient document flows by using excellent planning and multitasking skills.
  • Collaborated across departments and levels of management to gain consensus on procedural documentation.
  • Promoted efficient document processing by maintaining orderly and clean control room.
  • Contributed to design and implementation of overall corporate documentation standards, numbering conventions and templates.
  • Remained informed on current regulations, especially concerning research industry and document creation.
  • Created and maintained user accounts and properly routed documents for approval and training.
  • Supported end-user access requirements by establishing compliant systems and effective access policies.
  • Utilized ERP system to scan and clean up project documents.
  • Assisted in continuous improvement activities while developing and maintaining resulting documents.
  • Provided assistance with inbound and outbound document processes, document sorting, logging, and work order creation.
  • Assisted with document troubleshooting and recovery of corrupt documents and files.
  • Worked with internal staff to process documents and sent for closing.
  • Established, improved and reinforced document management systems to handle current and expected requirements.
  • Reviewed document management protocols and user activities against internal records policies and document management standards.
  • Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
  • Developed and edited template contracts with changes in company's service lines or new developments.
  • Prepared documents for projects in accordance with project manager, team, or client specifications.
  • Manipulated and converted documents to meet needs of individual personnel or projects.
  • Maintained legally compliant, highly secure and user-friendly content to facilitate smooth use by internal and external stakeholders.

Computer Lab Attendant

University of Education, Winneba Kumasi Campus
09.2019 - 08.2020
  • Configured hardware, devices, and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Presented software packages and applications and developed lab templates.
  • Supported all computer lab operations.
  • Provided instruction to all lab users on proper use of all equipment.
  • Diagnosed hardware problems and fixed faults or contacted appropriate repair service.
  • Handled lab equipment, cleaned keyboards, monitors, and disk drives.
  • Offered assistance in implementing and developing training programs.
  • Generated reports to track performance and analyze trends.
  • Monitored system performance to identify potential issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Tested new software and hardware prior to deployment.
  • Installed, configured and maintained computer systems and network connections.
  • Configured and tested new software and hardware.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Installed and configured operating systems and applications.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Assisted in development of system security protocols.
  • Developed and implemented preventive maintenance procedures.

University Teaching Assistant

Presbyterian University, Kumasi Campus
09.2018 - 08.2019
  • Built and maintained professional relationships with students and faculty members.
  • Checked assignments, proctored tests and provided grades according to university standards.
  • Prepared letters of recommendation for students looking to obtain internships and cooperative opportunities.
  • Assisted with development and implementation of new course materials to enhance learning experience.
  • Devised and implemented strategies for engaging students in class discussions.
  • Mentored and advised students to focus on academics and explore career paths and opportunities.
  • Taught small groups of students focused on specific parts of coursework.
  • Documented attendance and completed assignments to maintain full class and student records.
  • Helped students develop diligent study habits and strategies to achieve successful outcomes.
  • Gained strong leadership skills by managing projects from start to finish.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Monitored over 2,000 student progress to identify weaknesses and provide recommendations for improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Provided professional services and support in a dynamic work environment.
  • Identified issues, analyzed information and provided solutions to problems.
  • Developed and maintained courteous and effective working relationships.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Skilled at working independently and collaboratively in a team environment.
  • Cultivated interpersonal skills by building positive relationships with others.

Data Entry Clerk and System Administrator

Esichlife Assurance, Kumasi Office
01.2015 - 07.2018
  • Sorted documents and maintained organized filing process.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Completed data entry tasks with accuracy and efficiency.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Created and maintained data entry logs to track data entry activities.
  • Followed established procedures to enter and process data correctly.
  • Verified data files prior to entry to maintain high data accuracy.
  • Maintained files, records, and chronologies of entry activities.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Managed and organized documents for data entry tasks.
  • Used computer software to store and retrieve data.
  • Analyzed current data records to provide detailed reports.
  • Compared transcribed data with source document to detect and correct errors.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
  • Utilized techniques for increasing data entry speed.
  • Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
  • Developed and implemented data entry operations.
  • Checked for accuracy by verifying data and records.
  • Updated and maintained customer information, documents and records.
  • Assisted with developing data entry processes.
  • Followed data entry protocols, rules and regulations.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.
  • Conducted audits of existing data entry processes.
  • Created spreadsheets for more efficient recordkeeping.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
  • Drove continuous improvement of IT governance processes.
  • Provisioned new software and hardware for use, following established security policies.
  • Worked with users to determine areas of technology in need of improved usability.
  • Managed onboarding and offboarding of employees.
  • Completed reports detailing network and systems performance and downtime issues.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Evaluated software products to determine compatibility with existing systems.
  • Devised scripts and automation tools to improve system efficiency.
  • Analyzed complex project server issues and worked on large enterprise and business-critical applications.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Maximized system availability through development and testing of contingency plans.
  • Developed and documented network policies, procedures and standards.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Planned and implemented upgrades to system hardware and software.
  • Installed and configured network printers and other peripheral devices.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Implemented and maintained virtual private networks.
  • Analyzed network traffic and performance metrics to optimize system performance.
  • Identified and resolved network congestion issues and bottlenecks.
  • Diagnosed and executed resolution for network and server issues.
  • Diagnosed and resolved hardware and software issues.
  • Performed network security design and integration duties.
  • Designed and evaluated WAN and LAN connectivity technologies.

Education

Bachelor of Science - Information Technology

UNIVERSITY OF EDUCATION, WINNEBA.
Kumasi
10-2018

High School Diploma -

AAMUSTED
Kumasi
10-2018

High School Diploma -

I.P.M.C
Kumasi
12-2011

Skills

  • Training and mentoring
  • Proficient in LAN,WAN,PAN & other Networking Technologies
  • Employee training
  • Regulatory compliance
  • Policy administration
  • Training programs
  • Data analysis
  • Managing operations and efficiency
  • Complex Problem-solving
  • Work Planning and Prioritization
  • Multitasking Abilities
  • Problem-solving aptitude
  • Computer skills
  • Teamwork and collaboration
  • Organizational skills
  • Adaptability and flexibility
  • Problem-solving
  • Team leadership
  • MS office
  • Sales proficiency

Timeline

Customer Relationship Management (CRM) Supervisor

Sunda Ghana Limited
01.2024 - Current

Customer Relationship Management (CRM) Specialist

Sunda Ghana Limited.
09.2023 - 12.2024

General Manager, Administration

BUSINESS RESOURCE CENTER
07.2023 - 10.2023

Information Communication and Knowledge Management

Ministry of Trade and Industry
08.2020 - 07.2023

Computer Lab Attendant

University of Education, Winneba Kumasi Campus
09.2019 - 08.2020

University Teaching Assistant

Presbyterian University, Kumasi Campus
09.2018 - 08.2019

Data Entry Clerk and System Administrator

Esichlife Assurance, Kumasi Office
01.2015 - 07.2018

Bachelor of Science - Information Technology

UNIVERSITY OF EDUCATION, WINNEBA.

High School Diploma -

AAMUSTED

High School Diploma -

I.P.M.C

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