Mercy Animwaa Kissi
Accra
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Mentor/Team Lead
ISON xperiences
01.2017 - Current
- Answer questions from staff, take over calls and callbacks to customers
- Ensure adherence to policies for Attendance and established procedures
- Manage skill set, calls waiting and calls abandonment
- Prepare monthly/annual results and performance report
- Assist in formulation of targets for individuals and teams
- Hire and onboard new employees.
Assistant Manager-Mentee
IsonXperiences/ MTN
12.2024 - 06.2025
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Supervised day-to-day operations to meet performance, quality and service expectations
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Customer Care Personnel/Representative
MTN Group (Ghana)/ ISON BPO
01.2014 - 01.2017
- Assist customers with complaints and enquiries of products and service
- Embark on Educational Outreach programmes as part of the cooperate - social responsibility.
Research and Teaching Assistant
University Of Ghana
01.2013 - 01.2014
- Assist in collection, analysis and presentation of research data
- Organizing of tutorials for undergraduate students who study Geography
- Invigilation of examination
- Office management and receiving of visitors
- Running of errands.
Marketing Executive
Le chef ventures
01.2010 - 05.2011
- Organization of events
- Marketing of Le chef products.
Teacher
Power Hour International School Agyiringanor
10.2010 - 01.2011
- Class Teacher and coordinator of Worship and devotions.
Education
Bachelor of Arts - Geography and Resource Development with Information Studies
University of Ghana
LegonCertificate - Microsoft Office Proficiency
NIIT, Achimota
AccraHigh School - Geography, Economics, Government
St. John's Grammar Senior High School
AccraSkills
- Excellent communications and contact skills
- Leadership skills
- Critical thinking
- Auditing skills
References
- Philipa Adjoa, Paintsil, Assistance Manager, Call Center (Operations), philipa.paintsil@isonxperiences.com, +233(0)245135818, ISON xperiences
- Mr. Eric Acquaye, Majorel (Ghana). ericacquaye@majorel.com +233249375232
Accomplishments
- Reduce Average handling time (AHT) targets on AHT projects which boost entire productivity.
- As a mentor, 270 new employees went through my tutulege.
Timeline
Assistant Manager-Mentee
IsonXperiences/ MTN
12.2024 - 06.2025
Mentor/Team Lead
ISON xperiences
01.2017 - Current
Customer Care Personnel/Representative
MTN Group (Ghana)/ ISON BPO
01.2014 - 01.2017
Research and Teaching Assistant
University Of Ghana
01.2013 - 01.2014
Teacher
Power Hour International School Agyiringanor
10.2010 - 01.2011
Marketing Executive
Le chef ventures
01.2010 - 05.2011
High School - Geography, Economics, Government
St. John's Grammar Senior High School
Bachelor of Arts - Geography and Resource Development with Information Studies
University of Ghana
Certificate - Microsoft Office Proficiency
NIIT, Achimota
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