PHILIP ANKAMAFIO MENSAH

Pioneered establishment of Tertiary Institution of learning and Research in Tema, Ghana

• Developed team to initiate and manage new college from grounds till it became operational
• Engaged relevant regulatory organizations for registration and grant of accreditation
• Interfaced between college and local and international regulatory agencies, namely Ghana Tertiary Education Commission, Cape Coast University all of Ghana and Award for training and Higher Education Uk
• Ensure cordial relationship with key stakeholders namely community opinion leaders, district assembly and education services offices.
• Hired and managed employees to maximize productivity while training staff on best practices and protocols
• Established and maintained strong relationships with students, staff and strategic partners
• Managed financial, operational and human resources to optimize business performance
• Analyzed educational industry trends and tracked competitor activities to inform decision making
• Developed innovative sales and marketing strategies to facilitate college expansion
• Formulated and executed strategic initiatives to improve programs offerings
• Devised and presented business plans and forecasts to board of directors
• Created succession plans to provide continuity of operations during leadership transitions

Provided communications solutions to both internal and external populace

• Developed and implemented communications strategy designed to engage all internal publics of MTN Ghana
• Developed communications strategies to drive forward progress in MTN public relations
• Support development of annual communications plan for Overall Corporate Services Division, liaising closely with local and international stakeholders.
• Developed and implemented Internal communications strategy that engaged more than 83% of staff in annual Y’ello Care challenge culminating in MTN Ghana operating unit winning ultimate Group prize of $100,000 in 2010 and 2011
• Supported CSR initiatives that culminated in MTN winning 2009 CSR Company of the Year award as recognised by Ghana Investment Promotion Council
• Key projects included driving refurbishment of Ghana News Agency newsroom, championing Haiti fundraising project, facilitating set up of short code 18555 for Ghana Police with support of British High Commission in Ghana, restructured short codes for National Fire Service and National Ambulance Service
• Supervised publication of bi-annual internal magazine, Y’ello Ghana and supported external magazine Y’ello MTN Ghana
• Provides editorial support to MTN Ghana Staff Zone e-newsletter and produced relevant materials for publications on company Portal
• Executed facility tour sessions that engages both local and international guests.
• Promoted company vision through announcements and communications
• Solicited and publicized success stories from employees to build story of company
• Built and maintained relationships with key clinicians, spokespeople, advocates and opinion leaders within and outside the company
• Assisted with media interviews, prepping guests and offering assistance with speeches, logistics and equipment setup

Quality Assurance (Service Centre Monitoring)

Managed and coordinated service delivery activities within customer care division across country with staff strength of over Three hundred (300) and ensured that work is done professionally and in line with laid down service delivery policies and procedures

• Initiated Quality Assurance and Training Department to constantly monitor staff daily dealings with customers, ensured clients’ satisfaction and managed daily customer complaints on services
• Provided leadership, direction and team spirit to subordinates
• Allocated schedules to staff with measurable goals
• Took strategic decisions when necessary and exercised judgement in conjunction with senior manager in daily operations of unit
• Supported and advised senior manager in recruitment of employees for department, conduct orientation for new staff both at divisional and corporate levels
• Developed subordinates through on job training and coaching on continuous basis, undertook continuous and periodic appraisal for subordinates and clearly outlined staff weaknesses, strengths and training needs and identified and assessed training needs for overall team development
• Researched and prepare in-house training materials for staff motivation and development, supports senior manager in designing or researching training courses and programmes necessary to meet training and development needs
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
• Monitored workflow to improve employee time management and increase productivity
• Evaluated employee performance and coached and trained to improve weak areas
• Achieved results by working with staff to meet established targets
• Maintained compliance with company policies, objectives, and communication goals
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensively and consistently
• Solicited customer feedback to identify and improve on areas of weakness
• Created and managed project plans, timelines and budgets
• Gathered, organized and input information into digital database

• Quality Control and Training
• Responsible for 30 subordinates appraisal as well as day-to-day running of monitoring section
• Monitored contact centre and customer service front office staff at service delivery points, provided advisory services and seeing to smooth running of team
• Assessed quality of service delivery at Contact Centre and front offices within Client Service Division, made periodic assessment visit to all branches countrywide
• Performed monthly appraisals for team and submitted weekly and monthly reports on service quality delivered at outfits
• Undertook periodic customer opinion survey on services and responded to and resolved customer complaints promptly
• Trained and developed new and existing team members through on-the-job training.
• Skilled at working independently and collaboratively in team environment
• Worked well in team setting, providing support and guidance
• Managed time efficiently in order to complete all tasks within deadlines

Customer Care Service

• Advised clients, both corporate and general, on products and services available
• Undertook other duties as and when necessary
• Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
• Prepared and submitted detailed reports regarding assignments and ongoing investigations.
• Addressed public questions, complaints and requests and provided necessary assistance.

Taught Core Science and Mathematics

• Developed and administered tests for students to measure academic proficiency and understanding.
• Graded and evaluated student assignments, papers, and course work.
• Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
• Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
• Active in general activities and student counselings
• Participated in parent teacher conference to discuss developments of students and increase support.
• Coordinated Junior Achievement activities which involved training on the fundamentals of entrepreneurship

Laboratory Services and Product Formulation

• Formulated products according to customer specification
• Assessed quality of products before packaging and delivering
• Inspected items and compared against standards to meet regulatory requirements.
• Documented inspection results by completing logs.
• Reported problems and concerns to supervisor
• Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.