Summary
Overview
Work History
Education
Skills
Timeline
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RANSFORD HOEDOAFIA

RANSFORD HOEDOAFIA

Head, Customer Service
Accra

Summary

Award-winning customer experience leader with over 7 years of expertise in customer service, insurance, and telecommunications. Excel in strategic planning, team leadership, and innovative execution, consistently enhancing client satisfaction and driving business growth through impactful customer experience strategies. Recognized with 9 awards for exceptional leadership, creative initiatives, and exceeding performance targets. Specialize in creating and deploying multi-channel engagement strategies and implementing superior service methodologies. Approach ensures seamless customer interactions and fosters long-term client relationships. Passionate about delivering exceptional customer experiences, committed to exceeding client expectations, cultivating loyalty, and driving organizational success. Focus is on aligning customer-centric strategies with business objectives to achieve measurable results while leveraging the latest trends and technologies to adapt to evolving market demands. Goal is to bring expertise in customer experience and service delivery to lead innovative initiatives, inspire high-performing teams, and ensure clients receive unparalleled service excellence.

Overview

7
7
years of professional experience

Work History

Senior level | Line Manager (Customer Experience and Client Service Department)

Quality Insurance PLC
03.2021 - Current
  • Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution
  • Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores by 25%
  • Delivered exceptional customer service to customers by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
  • Followed through on all critical inter-departmental escalations to increase customer renewal rates
  • Contacted clients to verify account information, policy details and maintain accuracy, resulting in a 15 % increase in client satisfaction

Senior level | Head, Marketing and Customer Service

69 Entertainment Ghana
01.2020 - Current
  • Formulated comprehensive marketing strategies to boost audience engagement, drive revenue growth and strengthen market presence
  • Ensured brand consistency across all platforms by managing campaigns, marketing materials and customer communication touchpoints
  • Led initiatives to improve customer satisfaction and loyalty by implementing customer feedback systems and resolving escalated concerns promptly
  • Designed and oversaw successful marketing campaigns, promotional events and activations tailored to increase visibility and entertainment service uptake
  • Developed compelling content for social media, digital platforms, and press releases to connect with audiences and enhance brand awareness
  • Managed end-to-end marketing and customer service projects, overseeing timelines, budgets and team collaboration to achieve organizational objectives
  • Directed marketing and customer service teams, providing training, mentorship and performance evaluations to ensure alignment with company goals
  • Tracked key performance indicators (KPIs) for marketing campaigns, customer satisfaction and team performance, providing regular reports to the CEO
  • Cultivated partnerships with media outlets, vendors and event organizers to amplify marketing efforts and ensure successful service delivery
  • Oversaw CRM systems to manage customer data, improve retention and enhance the overall customer journey experience
  • Developed and managed marketing and customer service budgets, ensuring cost-effectiveness and a strong return on investment (ROI)

Mid level | Team Lead/Supervisor

ISON Experiences Limited, MTN Ghana Contact Center.
03.2018 - 03.2021
  • Supervised a team of call center agents to ensure smooth operations and optimal performance
  • Provided guidance, support, and training to agents to enhance their skills and knowledge
  • Monitored and evaluate agent performance through call monitoring, quality assurance checks, and performance metrics
  • Handled escalated customer inquiries and complaints that require team lead intervention
  • Conducted regular team meetings to communicate updates, address issues, and share best practices
  • Collaborated with other departments to resolve complex customer issues and improve service delivery
  • Generated reports and analyze data related to team performance and customer interactions
  • Worked closely with supervisors to implement strategies for achieving team goals and objectives
  • Led team to achieve the best team award at the MTN awards during the customer service week in 2018, earning recognition from upper management and financial reward

Education

Master of Business Administration - Marketing

Methodist University Ghana

Bachelor of Arts - BA - Communication Studies

African University College of Communications (AUCC)

Skills

Team developmentProduction data analysisQuality assuranceCross-functional teamworkPerformance evaluationStrategic executionCustomer-centricContinuous improvement processesWorkflow optimizationKPI trackingCross-functional collaborationCustomer support

Timeline

Senior level | Line Manager (Customer Experience and Client Service Department)

Quality Insurance PLC
03.2021 - Current

Senior level | Head, Marketing and Customer Service

69 Entertainment Ghana
01.2020 - Current

Mid level | Team Lead/Supervisor

ISON Experiences Limited, MTN Ghana Contact Center.
03.2018 - 03.2021

Bachelor of Arts - BA - Communication Studies

African University College of Communications (AUCC)

Master of Business Administration - Marketing

Methodist University Ghana

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RANSFORD HOEDOAFIAHead, Customer Service