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Associate Principal Engineer

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Dynamic and results-driven professional with extensive expertise in multi-channel communication and e-commerce platforms. Proven track record in social media customer support, setting and tracking KPIs, and driving sales growth. Adept at quality control, order processing, and enhancing customer retention through strategic planning and process improvement. Strong leadership skills complemented by operational support capabilities, financial forecasting, and reporting. Committed to leveraging skills in process optimisation tools to achieve organisational goals while maintaining resilience under pressure.
Seasoned professional with focus on customer service management and team leadership. Capable of enhancing customer satisfaction and streamlining service processes through strategic planning and strong communication skills. Skilled in conflict resolution, staff training, and fostering positive work environment to drive team performance.

Seasoned Head of Customer Service with over 8 years of experience in fostering high standards of client support within fast-paced and challenging environments. Adept at leading dynamic customer service teams to enhance service delivery and achieve outstanding customer satisfaction scores. Proven track record of developing and implementing effective customer service policies, procedures, and quality standards.
Strategic thinker with a strong focus on operational efficiency and team leadership. Skilled in analyzing customer feedback and market trends to drive continuous improvement and innovation in service offerings. Committed to building robust training programs that empower staff with the skills and confidence to exceed customer expectations.
Key strengths include:

  Leadership and Team Building: Successfully managed customer service teams of 400+ members, promoting a culture of excellence, accountability, and cross-functional collaboration.
  Customer Service Excellence: Consistently achieved customer satisfaction ratings above 85%, utilizing a customer-first approach and effective conflict resolution skills.
  Operational Management: Streamlined service processes to reduce response times by 30% and increase first-contact resolution.
  Data-Driven Decision Making: Utilized CRM and data analytics tools to track performance metrics, inform strategy, and drive service quality.

Eager to bring a wealth of knowledge and a proven track record to a forward-thinking company committed to exceptional customer service.

Experienced Head of Customer Service | Gambling Industry Expert

Results-driven customer service leader with over 10 years of experience in the gambling industry, including three years as Head of Customer Service. Adept at optimizing customer satisfaction, fostering strong client relationships, and leading high-performing teams. Skilled in developing and implementing service strategies that enhance user experience and operational efficiency.
Proven ability to establish and maintain excellent communication channels between customers and internal departments. Highly organized, detail-oriented, and committed to meeting deadlines with a strong sense of responsibility and punctuality.

Key Skills & Competencies:
✅ Customer experience management & service optimization
✅ Team leadership, coaching & performance improvement
✅ Multilingual communication & cross-cultural collaboration
✅ Expert proficiency in Jira, Confluence, Slack, and product admin panels
✅ In-depth understanding of gambling industry specifics

Beyond my professional expertise, I am also a professional chess grandmaster (title achieved in 2020), having competed in European and World Championships. Chess has honed my strategic thinking, problem-solving under pressure, and analytical decision-making, skills that translate seamlessly into leadership and high-stakes business environments.

In my current position I encounter many different tasks to take care of in any given week. While my main focus is customer service, the small company setting lends to cross training in a variety of areas. In this respect I want to highlight concrete skills such as my efficiency in Excel and our accounting software, Sage. In the time I have been there, we’ve also incorporated different website software and shipping interfaces which required learning new programs. Some examples include: Woo Commerce, Word Press, Stripe, Endicia, various university purchasing systems and SAM.gov.
Another facet of my current position is to coordinate with senior staff for shipment planning and sales goals. This entails reviewing data and reconciling that data with parts on hand to plan daily shipments and coordinate ordering parts, communicating with vendors and customers as well as invoicing and collecting payments.
The ability to build and navigate relationships in each of the branches of my job is something I have grown to pride myself on.

Kwaah Alfred

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Head of Customer Service

Customer Service Team Lead

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Higher National Diploma - Information Technology

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Head of Customer Service

Customer Service Team Lead

Higher National Diploma - Information Technology

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