Lizert Kukua Essel
Accra
Summary
To use my considerable experience in customer service to contribute to a dynamic organization where I can continue to provide excellent client experiences, mentor junior employees, and drive business growth through exceptional service and customer care.
A highly devoted and pleasant customer service specialist with over a decade of experience delivering outstanding help in a variety of sectors. She is known for her excellent communication skills, problem-solving ability, and dedication to customer satisfaction. She thrives in fast-paced workplaces, develops long-term client connections, and routinely meets or exceeds performance objectives. Her friendly and empathic demeanour makes her a reliable point of contact for both clients and coworkers.
Overview
17
17
years of professional experience
Work History
Branch Manager/ Operations
Telecel Ghana Limited
01.2024 - Current
- Motivate, Coach and Supports the Retail Team Managers
- Train on new services and refresher training of relevant and required topics
- Accountable for ensuring the branch acts within the guidelines of the Business Code of Conduct
- Conduct performance reviews
- Go-to for escalations and escalate any unusual /extreme customer situations immediately to line manager to avoid bad customer experiences that might tarnish the image of the company
- Keep up to date and share market leading insights
- Set objectives and targets for team members and align them with the overall Business strategy
- Analyze trends and highlight areas within the branch that may be developed further and manage improvements
- Drive best practice and strive for continuous improvement and innovation with process and procedures in the branch
- Manage escalation processes and procedures between Vodafone Ghana shops and other key operational business units
- Always act with good conduct, ensuring our customers are given correct and relevant information ensuring their needs are met and allowing them to make an informed decision
Branch Manager
Vodafone Ghana
09.2017 - 02.2024
- Communicate the Business strategy to the team
- Set and agree targets with team
- Brief team on current shop promotions and top retail priorities
- Coach team to discover and understand customers’ needs - advise on best products and services to match the need
- Observe and share competitor activity with Cluster Operations Manager
- ‘Customer obsessed’ role model - coach and support the team to always deliver an outstanding customer experience
- Be a Vodafone role model to motivate and inspire team to be Vodafone ambassadors
- Ensure team takes ownership to resolving customers challenges through to resolution
- Make sure your team helps customers access their information online
- Keep on top of all branch costs (cash loss, credits stock loss/adjustments) and protect all Vodafone assets
- Achieve compliance standards and satisfy all audit requirements
- Ensure all company policies and procedures are followed by your team
- Keep all store team data up to date on Vodafone systems
- Work with your team to make sure the store looks great and that product displays are working properly
- Carry out daily housekeeping and store standard checks to approved levels
Team Lead
Vodafone Ghana
09.2015 - 09.2017
- Supervised and motivated team to meet sales target, deliver excellent customer service and uphold brand standards
- Monitored daily store operations, ensuring efficiency, compliance with company policies and smooth customer experience
- Managed inventory, merchandising and store presentation to optimize product visibility and availability
- Handled escalated customer issues and resolved conflicts promptly to maintain customer satisfaction and loyalty
Shop Manager
Kenpong Communications
05.2014 - 09.2015
- Develop, implement and maintain the business plan for the branch
- Manage, schedule co-ordinate office functions and activities for a twelve-person customer service team
- Develop and coach team members to do more and better
- Performance monitoring of team members
- Focuse on achieving excellent customer experience
- Followed up on customer request, complaints and issues
- Prepare monthly sales summaries and reports
- Attend meetings, conferences and trainings
Retail Advisor
Kenpong Communications
08.2012 - 05.2014
- Coordinate the prompt handling of all customer requests, enquiries and issues
- Perform daily office responsibilities
- Manage stocks and the day-to-day reconciliation in the shop
National service
Vodafone Ghana
10.2011 - 08.2012
- Act as the concierge to welcome customers to the branch
- Respond to customer complaints both in person and on call
- Enter customer data when they visit the branch
- Pitch Vodafone product and services to customers
Intern
Ghana Cement Company (GHACEM)
Takoradi
06.2008 - 08.2008
- Conducting and organising trainings for employees
- Filling and retrieval of employee data
- Relaying information from management to employees
Education
Master of Arts - Project Management
Ghana Institute of Management And Public Administration (GIMPA)
Accra, Ghana12.2023
Bachelor of Arts - English and Philosophy
University of Cape Coast (UCC)
01.2011
SSCE Level - General Arts
Swedru Senior High School (SWESCO)
01.2005
Primary and Basic School Level -
Swedru Happy Home School
01.2002
Skills
- Recruitment
- Performance Management
- Coaching
- Customer Service
- Customer Empathy
- Data Analysis
- Commercial Performance
- Communication Skills
- Presentation Skills
- Influencing Skills
- Stakeholder Management
- Change Management
Mobile Phone
- 0202009803
- 0244384180
References
- Mercy Dawn Akude, General Manager, Telecel Ghana
- Ebenezer Nyarko, Retail Operations, Telecel Ghana
Hobbies and Interests
- Reading
- Researching
- Watching Movies
- Listening to Music
Extramural Activities
- SWESCO Writers and Debaters Club, Secretary
- UCC SWESCO Students association, Welfare President
- ICGC Prayer Temple, North Legon-Accra, Women’s Ministry Secretary
Profile And Career Objective
A highly devoted and pleasant customer service specialist with over a decade of experience delivering outstanding help in a variety of sectors. She is known for her excellent communication skills, problem-solving ability, and dedication to customer satisfaction. She thrives in fast-paced workplaces, develops long-term client connections, and routinely meets or exceeds performance objectives. Her friendly and empathic demeanour makes her a reliable point of contact for both clients and coworkers. To use my considerable experience in customer service to contribute to a dynamic organization where I can continue to provide excellent client experiences, mentor junior employees, and drive business growth through exceptional service and customer care.
Timeline
Branch Manager/ Operations
Telecel Ghana Limited
01.2024 - Current
Branch Manager
Vodafone Ghana
09.2017 - 02.2024
Team Lead
Vodafone Ghana
09.2015 - 09.2017
Shop Manager
Kenpong Communications
05.2014 - 09.2015
Retail Advisor
Kenpong Communications
08.2012 - 05.2014
National service
Vodafone Ghana
10.2011 - 08.2012
Intern
Ghana Cement Company (GHACEM)
06.2008 - 08.2008
Master of Arts - Project Management
Ghana Institute of Management And Public Administration (GIMPA)
Bachelor of Arts - English and Philosophy
University of Cape Coast (UCC)
SSCE Level - General Arts
Swedru Senior High School (SWESCO)
Primary and Basic School Level -
Swedru Happy Home School
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