Komla G. P. Hodor
Customer Experience Specialist
Accra
Summary
Komla is a diligent customer experience professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer experience, reduce complaints and increase business revenue. A goal-oriented worker with outstanding knowledge of telecommunications and financial / insurance organizations. Proven history of increasing productivity and customer satisfaction with great phone and interpersonal communication skills. Committed to top-notch customer experience and maintaining professionalism. A service-focused individual who brings unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. A strong desire to be a part of a highly competitive team. At the moment, seeking a suitable position with a company where great work is rewarded and progression awaits top performers.
Overview
18
18
years of professional experience
Work History
Head, Customer Experience
Quality Insurance Company limited,
Accra
08.2015 - Current
- As head, Customer Experience ensured the needs of customers are satisfied through excellent customer experience and promoted this idea throughout the organization.
- Leading a team of business retention responsible for renewing at least 70% of the renewable business.
- Increased customer loyalty and retention by utilizing telephone, online chat and email platforms to deliver an outstanding customer experience.
- Overseeing a group of Nine (9) customer claims officers and customer experience staff, supervising performance, correcting problems and boosting efficiency to optimize team operations and dynamics.
- Built effective training and coaching strategies to optimize team performance.
- Maintains customer relationships and develops budgets and controls costs customer retention and referral activities.
- Documented customer interactions in the internal database to maintain customer service history details.
- Partner with other departmental heads to manage client relationships.
- Helped to develop and implement a customer service policy culture for an entire organization.
- Create strategies to optimize efficient utilization of resources in my work group such as operating costs and understanding the economic impact of decisions made.
- Engage with other departments and branches on business renewal processes and conduct client meetings over the phone and face to face.
- Proactively work with clients to understand their current insurance-related complaints and needs.
- Formulate and approve responses to customer complaints to assure their resolution and to prevent similar complaints from reoccurring.
- Planned and schedule monthly courtesy visitation to educate customers on benefits or otherwise of their policy and write a report to the head of Sales
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Maintained an extensive knowledge of company products and services to recommend items aligned with customer needs.
2. Workforce Planning and Analyst
MTN-GHANA
Accra
07.2010 - 07.2015
- Identified and resolved problems through root cause analysis and research.
- Validated results and performed quality assurance to assess accuracy of data.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Analyzed program data to provide input for key decision making and strategic planning.
- Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.
- Forecast call volume and average handle time for multiple skills using software and excel, trend analysis, while meeting forecast accuracy goals.
- Answered business operations questions from all levels of management and make recommendations to improve service level while reducing cost.
- Partnered with other departments such as Marketing and IT to ensure impacts to the call volume are built into forecasts.
- Worked closely with Project Managers for upcoming initiatives that could increase or reduce call volume and build in impacts to the forecasts.
- Facilitated weekly meetings with all levels of Management, covering topics such as forecast variance, upcoming projects, call center performance, training needs and making staffing recommendations
- Used Vdnmonitor for real time queue monitoring and adherence reports to ensure Service Level target and response time objectives are met.
- Provided daily adherence reports to Call Centre management team and team leads.
- Ensured that all projects undertaken by the contact centre are properly executed.
- Prepared of overtime claims for staff to ensure that staffs are paid in any excess of 40 hours worked per week.
- Prepared of Daily and Weekly Dashboard CC performance reports, Daily and Monthly Call Reason Reports, War Room Data Report on a weekly basis and Daily and monthly Effective Measurement Report.
- Prepared and presents of Monthly Call Centre Executive Dashboard Reports.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Oriented and educated staff on organizational mission and goals to help employees achieve success.
Team Lead
MTN-GHANA
Accra
05.2008 - 07.2010
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members on the skill set necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Developed monthly and daily call volume output plans to deliver on customer service and financial metrics.
- Always available to affect the entirety of the team's (25) agents' operations.
- Managed by walking around. Be visible to answer tier 3 customer complaints.
- Monitored queues and track inbound calls. Keep agents aware of inbound call volumes, calls waiting, and abandonment rate, by using the company's software.
- Reviewed previous week's events, including statistics, results and industry news. Disseminated new product information to the agents. Discussed closed-loop feedback (CLF) or point-of-interest topics for the team. Presented commendations and positive feedback to high-performing agents, Communicate company information, Answer questions and comments and Provided agents with aglimpse of the week ahead.
- Performed at least one monitoring evaluation with each agent every week.
- Kept track of attendance, daily statistics, paid time off, sick time, etc.
- Created and maintained files on each agent as relates to attendance, Quality Assurance monitoring and closed-loop feedback(CLF) and reviews.
- Rewarded agents who perform well on their products and service quiz each month to increase agents' loyalty and focus.
4. Call Centre Agent
MTN-GHANA
Accra
07.2007 - 04.2008
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
- Served customers and followed outlined steps of service.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in team-building activities to enhance working relationships.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer's queries, complaints and solving customer problems over the phone.
- Educated customers on existing and new products and services via the phone.
- Promoted the company's products and services and image through the use of the phone.
- Delighted customers with good interpersonal and communication skills.
5. Office Administrator
DANJUDE COMPANY LTD.
Accra
01.2006 - 09.2007
- Maintained excellent attendance record, consistently arriving to work on time.
- Supervised and coordinated activities of staff.
- Supervised job applicants and conduct orientation programs for newly hires.
- Administered salaries and work out leave entitlements.
- Suggested staff recruitment, appraisal, assessment, induction training and promotions. Staff training and development, the preparation of job descriptions
- Prepared annual estimates of expenditure, maintain budgetary and petty cash disturbance.
- Maintained management information systems both manual and computerized.
- Reviewed and answered both external & internal correspondence.
6. Accounts Clerk
PIONEER COOKWARE LTD:
Tema
09.1998 - 05.2000
- Data entry of daily sales invoices and payments.
- Petty cash management and account preparation
- Responsible for salary preparation for junior staff. (Using topaz accounting software)
- Bank reconciliation statement preparation and monthly VAT returns.
- Assisted the cashier for daily banking.
- General administrative duties, including both internal and external correspondence.
Education
MBA - Generic
Australian Institute of Business (AIB)
Adelaide, Australia12.2018
Bachelor of Arts - Psychology
University of Ghana,Legon
Legon, Ghana05.2003
High School Diploma -
Winneba Secondary School
Winneba, Ghana06.1996
Skills
- Flexible and Adaptable
- Customer Experience
- Self-Motivated
- Microsoft Office
- Good listening skills
- Decision Making
- Strategic outlook
- Data-driven mindset
- Communication and storytelling
- Relationship building
- Project management and process simplification
- Empathy and listening skills
- Communication and storytelling
- Relationship building
- Project management and process simplification
- Empathy and listening skills
REFERENCES
- Mr. Worlasi Kwame Djokoto
Head of Unit, Workforce Scheduling and Planning
MTN GHANA LTD,
Box 821, Trade Fair. Accra
0244 303217
- Mr, Eugene Mensah,
Head, IT, Quality Insurance Company ltd,
P.O. Box MP 1252, Mamprobi, Accra.
0543-830129
- Mr. Eric E. Hope
MTN Ghana ltd
Senior Manager, Warehouse Division
Ridge Towers, Accra.
0244-322 330.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Timeline
Head, Customer Experience
Quality Insurance Company limited,
08.2015 - Current
2. Workforce Planning and Analyst
MTN-GHANA
07.2010 - 07.2015
Team Lead
MTN-GHANA
05.2008 - 07.2010
4. Call Centre Agent
MTN-GHANA
07.2007 - 04.2008
5. Office Administrator
DANJUDE COMPANY LTD.
01.2006 - 09.2007
6. Accounts Clerk
PIONEER COOKWARE LTD:
09.1998 - 05.2000
MBA - Generic
Australian Institute of Business (AIB)
Bachelor of Arts - Psychology
University of Ghana,Legon
High School Diploma -
Winneba Secondary School
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