Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Timeline
Generic

MICHAEL CHARWAY

Accra

Summary

Results-driven Service Quality Manager with Lean Six Sigma Green Belt and Black Belt learnings. Proven track record of driving service excellence, improving processes, and leading teams to achieve quality and efficiency goals. Have fifteen (15) years progressive experience in key areas of Customer Experience. Have three (3) years relevant knowledge of the Call Centre Industry in areas such as: Customer Relationship Management, Training & Development and Call Centre Technology. Married with a child.

Overview

10
10
years of professional experience
6
6
years of post-secondary education

Work history

Service Quality Manager

Fidelity Bank Ghana Ltd
07.2013
  • Develop and implement service quality strategies to achieve business objectives
  • Lead process improvement initiatives, resulting in significant reductions in defects and cycle time
  • Collaborate with cross-functional teams to design and implement new services and processes
  • Train and coach teams on service quality and process improvement methodologies
  • Supervise and conducts Orientation for new staff
  • Liaise with various stakeholders in conducting service related trainings for staff of the Bank
  • Develop policy manuals for the CX Department
  • Ensure co-ordination and synergy with the various units within the Bank
  • Assume the Acting Head role ( in the absence of the substantive Head) of the department in optimizing resources and executing the Departments assigned duties and responsibilities, which includes; Having weekly meetings with Strategy Heads to update them on service quality status, feedback and monitoring of the various Bank platforms and the Bank’s NPS scores
  • Meeting with Stake holders from all Units within the Bank on quarterly basis, with other service Managers and the DMD
  • Key Achievements: Improved customer satisfaction ratings by 25% through service quality initiatives
  • Reduced service delivery cycle time by 15% through process improvements
  • Trained 75 team members in service quality and process improvement methodologies.

Senior Trainer & Development Specialist

Tech Mahindra (Business Services Group)
Accra
06.2011 - 05.2013
  • Presentation & Facilitation of projects
  • Content Research, Design & Development for business continuity
  • Conducted new hire induction programmes (NHIP)
  • Accreditation Management (Deploying & co-coordinating monthly Knowledge Evaluation Tests)
  • Submitted weekly Training Unit Reports (Needs Analysis, Trackers, Dashboards, Reviews) to the Business Service Group
  • Managed Information Management within the Customer Service Delivery Group
  • Assisted in Recruitment, Selection and Interview process (Training Representative) for New Hires
  • Conducted Weekly Training unit presentation at Centre (Ghana ) Management meetings
  • Conducted On-Site co-ordination of the Ghana Training Team on functional & administrative basis
  • Was On-Site SPOC (Single Point Of Contact), Ghana Training Process for the Group in Ghana
  • Was On-site SPOC for Internal Auditing (ISO).

Tele Tech – Ghana
01.2010 - 01.2011
  • Training new hires and CSRs on client product, services, and processes
  • Identify the Training needs of CSRs and make recommendations to Management.

Vodafone Ghana
01.2009 - 01.2010
  • Attended to in-bound and out-bound calls
  • Updated customers on company products
  • Resolved challenges in connection with VF Mobile, Fixed Network Services and Broad Band.

Head, Schools Training

E-toys and More Company Limited
01.2007 - 01.2009
  • Served as advisor to Schools Management Team
  • Trained Educators to help them build on their pedagogical skills
  • Organized of educational events for company.

Teacher

Tema Ridge School
01.2006 - 01.2007

Teacher

East Airport International School
01.2004 - 01.2006

SOS Networx Business Directory
01.2003 - 01.2004
  • Marketing and advising the proprietor on the regulatory framework governing the conduct of the firm’s line of business
  • Ensuring proper accounts were kept for sales of books.

National Service (English Teacher)

Ghana-Lebanon Islamic Secondary School (GLISS)
01.2003 - 01.2004

Education

Master of Business Administration - MBA Human Resource Management

Methodist University College of Ghana
Accra, Greater Accra Region
10.2013 - 07.2015

Certificate of Higher Education - B.Ed Primary Education

University of Cape Coast
Cape Coast, Central Region
09.1999 - 07.2003

Certification in Design Thinking - Enterprise Design - Co-Creator Level

IBM on-line
Virtual
11.2021 - 12.2021

Skills

- Service Quality Management
- Process Improvement
- Team Leadership
- Communication and Presentation
- Data Analysis
- Lean Six Sigma Methodologies

Languages

English
Fluent

Affiliations

  • Reading

Timeline

Certification in Design Thinking - Enterprise Design - Co-Creator Level

IBM on-line
11.2021 - 12.2021

Master of Business Administration - MBA Human Resource Management

Methodist University College of Ghana
10.2013 - 07.2015

Service Quality Manager

Fidelity Bank Ghana Ltd
07.2013

Senior Trainer & Development Specialist

Tech Mahindra (Business Services Group)
06.2011 - 05.2013

Tele Tech – Ghana
01.2010 - 01.2011

Vodafone Ghana
01.2009 - 01.2010

Head, Schools Training

E-toys and More Company Limited
01.2007 - 01.2009

Teacher

Tema Ridge School
01.2006 - 01.2007

Teacher

East Airport International School
01.2004 - 01.2006

SOS Networx Business Directory
01.2003 - 01.2004

National Service (English Teacher)

Ghana-Lebanon Islamic Secondary School (GLISS)
01.2003 - 01.2004

Certificate of Higher Education - B.Ed Primary Education

University of Cape Coast
09.1999 - 07.2003

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MICHAEL CHARWAY