Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Timeline
AssistantManager
Perez Konadu Marfo

Perez Konadu Marfo

Accra

Summary

Operations and customer experience leader with 5+ years of progressive responsibility, scaling remote teams and managing international client accounts. Proven track record of building systems, leading cross-functional teams, and delivering exceptional service outcomes in virtual assistant and BPO environments.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Head of Customer Experience

Appoynt
London
04.2024 - Current
  • Appointed to lead Customer Experience division during Appoynt's transition to full BPO services.
  • Collaborated with CEO on sales discovery calls, presenting tailored service offerings to CEOs and Founders in UK and US.
  • Led onboarding of new customer service processes, enhancing delivery efficiency and reducing onboarding time by 30%.
  • Served as strategic point of contact for high-value clients, aligning service expectations and refining operations based on feedback.

Head of Virtual Assistants

Appoynt
London
11.2022 - 03.2024
  • Built and scaled the VA division from 3 to 12 team members; delivered support services to 24 international clients.
  • Managed the full client lifecycle: discovery calls with the CEO, job specification alignment, candidate sourcing, interviews, and onboarding.
  • Managed team leads and weekly reports to drive performance, identify training gaps, and solve operational issues.
  • Maintained 91% client retention with only two client drop-offs due to budgetary constraints.

Head of Client Partnership (Oliver Agency)

Remoteli
Accra
12.2020 - 01.2022
  • Promoted to lead Remoteli’s first major enterprise client partnership with Oliver Agency following exceptional performance as VA and Team Leader.
  • Oversaw largest team of 10 Virtual Assistants, enhancing creative and administrative workflows.
  • Served as primary liaison between Oliver Agency and internal Remoteli teams, ensuring precise alignment with client expectations.
  • Developed onboarding processes, workflow documentation, and communication protocols customized to client standards.
  • Conducted weekly performance reviews, produced client reports, and coached team members to uphold service quality.

Administrative Officer

Church of Pentecost
Accra
02.2019 - 11.2019
  • Provided short-term administrative support for church operations, assisting in event planning, document management, and communication tasks.
  • Managed scheduling and logistics for meetings and church activities.
  • Handled correspondence, maintained records, and supported reporting for departmental leaders.
  • Ensured smooth office operations and contributed to the coordination of special events and services.

Administrative Assistant

Ghana Cocoa Board – Quality Control Department
Accra
09.2017 - 08.2018
  • Provided high-level secretarial and administrative support to the HR Manager and Managing Director's office.
  • Managed schedules, organized meetings, and handled confidential correspondence on behalf of senior executives.
  • Drafted and proofread internal memos, reports, and official communications.
  • Maintained filing systems and ensured timely preparation of personnel documentation for HR processes.

Education

Bachelor of Arts - Economics and Geography & Resource Development

University of Ghana
Legon
08-2018

Skills

  • Client Relationship Management
  • Customer Experience Strategy
  • Partnership Management
  • BPO & Virtual Assistant Operations
  • Talent Acquisition & Onboarding
  • Cross-functional Team Leadership
  • Sales Discovery & Solution Design
  • KPI Monitoring & Performance Reporting
  • Process Design & Optimization
  • Remote Team Management

Certification

  • Google Project Management

Accomplishments

  • Successfully led 3 major client accounts across two companies, managing over 30+ VAs collectively.
  • Built scalable onboarding and team operations models adopted company-wide.
  • Promoted to Head of Customer Experience following outstanding leadership in VA team growth.
  • Delivered tailored service presentations to 20+ CEOs and client stakeholders.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Head of Customer Experience

Appoynt
04.2024 - Current

Head of Virtual Assistants

Appoynt
11.2022 - 03.2024

Head of Client Partnership (Oliver Agency)

Remoteli
12.2020 - 01.2022

Administrative Officer

Church of Pentecost
02.2019 - 11.2019

Administrative Assistant

Ghana Cocoa Board – Quality Control Department
09.2017 - 08.2018

Bachelor of Arts - Economics and Geography & Resource Development

University of Ghana

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Perez Konadu Marfo