Reading and Research
Richard Antwi
kweku
Accra
Summary
Bringing solid history of success in boosting program operations efficiency, conversion rates and performance. Well-versed in both online and traditional marketing approaches. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Implements strategic and tactical marketing campaigns to drive engagement and sales.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Social Media Marketing Manager
Richkid Adverts
Accra
07.2023 - Current
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors
- Launched successful digital marketing campaigns that achieved goals for increased website traffic
- Executed comprehensive marketing plans that consistently achieved targets for increased revenue
- Continually maintained and improved company's reputation and positive image in markets served.
- Devised content strategy to effectively engage target audiences.
- Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
- Created and managed social media campaigns to increase brand engagement.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Launched successful digital marketing campaigns that achieved goals for increased sales.
- Coordinated with design and media teams to develop high-quality creative assets.
- Continually maintained and improved company's reputation and positive image in markets served
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral
- Improved website visibility through development and implementation of SEO strategies
- Created and managed social media campaigns to increase brand engagement
- Coordinated with design and media teams to develop high-quality creative asset
- Mentored local personnel on best practices and protocols to maximize productivity
- Devised content strategy to effectively engage target audiences
- Generated sponsorships with related and partnering entities to enhance marketing objectives
- Conducted market research to identify new opportunities and target markets
- Managed budget allocation and resource utilization to maximize marketing ROI
Operations Manager
Richkid Adverts
01.2016 - Current
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Developed and maintained relationships with external vendors and suppliers.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Partnered with vendors and suppliers to effectively manage and budget.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Scheduling of delivery guys to deliver goods and items
- Scouting for new products and service
- Keeping in touch with a logistics company as well as the suppliers
- Keep database of inventory
- Introduced new methods, practices, and systems to reduce turnaround time.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Fixed Broadband Account Manager
Vodafone Ghana limited
05.2016 - 07.2019
- Contacting existing customers to inform them about their status of their account
- Champion the delivery of superior Customer experience by interacting professionally and with the boundaries of Vodafone
- Based on customer’s usage analysis upgrade customers on the most relevant Fixed broad band package.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Developed and implemented strategies to increase client retention.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Educated clients on new products or services to increase customer engagement with brand.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Kept detailed records of daily activities through online customer database.
- Presented professional image consistent with company's brand values.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Maintained current knowledge of evolving changes in marketplace.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Attended monthly sales meetings and quarterly sales trainings.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Stayed current on company offerings and industry trends.
- Contributed to event marketing, sales and brand promotion.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Helped resolve customers issues when it comes to faults on their lines by helping them get other vodafone packages whiles we worked on the fault.
- Helped used feedback from customers to create new products to suit customer preference.
- Always worked with the team to achieve the set target for the month
Customer service representative
Vodafone Ghana Limited
07.2014 - 04.2016
- Obtaining of client’s information by answering calls
- Maintains communication equipment by reporting problems
- Maintains and improves quality results by adhering to standards and guidelines
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
Customer service Representative
E- Services Africa Limited( Electricity Company Of Ghana Call Center )
07.2011 - 07.2014
- Electricity of Ghana Project), Obtaining of client’s information by answering calls
- Maintains communication equipment by reporting problems
- Maintains and improves quality results by adhering to standards and guidelines
- Acted as supervisor during the night shift.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer satisfaction
Field Sales Representative
BIL Africaretail.com
12.2010 - 03.2011
- Accompanied sales representatives on site visits to resolve issues and foster and build relationships.
- Helped sell africaretail.com to individuals and companies.
- assisted customers to shop online through the website.
- assisted customers to shop directly from the United kingdom and have it delivered here in Ghana.
- Traveled throughout assigned territory to leverage leads and visit existing customers.
- Secured private information to maintain customer confidence and protect operations.
- Built constructive employee relationships to maintain workforce engagement, commitment and flexibility.
- Cultivated cross-functional partnerships with sales and support teams to achieve commercial and departmental objectives.
- Delivered process improvement solutions to achieve organizational objectives and key metric targets.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Contributed to team objectives in fast-paced environment.
Call Center Representative
E-Services Africa Limited( Tigo Call Center )
02.2010 - 10.2010
- Answered all customer enquires and assisted with complaints by reporting on the companies software.
- Used software's to check customers history and call logs, which helped in resolving customer billing issues.
- Educated customers on company systems, form completion, and access to services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Attended telephone skills and program information training sessions to boost aptitude.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Boosted customer service satisfaction ratings through consistent quality control.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Created and maintained detailed database to develop promotional sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Data Collector and Data Entrant
Direction Consult( MTN Project )
10.2009 - 12.2009
- Managed time efficiently in order to complete all tasks within deadlines.
- Plotting of MTN Outlet on Ghana Map. (Ghana)
- Taking of Details of how much MTN and other Networks Units sell in locations where we visited.
- Plotting of Place of Interest on Ghana Map.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Identified issues, analyzed information and provided solutions to problems.
- Organized and detail-oriented with strong work ethic.
- Cultivated interpersonal skills by building positive relationships with others.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Education
Master of Arts - Marketing Strategy
University of Ghana Business School
04.2022 - 07.2023
Bachelor of Science - Business Administration (Human Resource Management
Radford University College
01.2010 - 07.2015
No Degree - Oracle Database Administration
IPMC, GRAPHIC ROAD, ACCRA.
01.2007 - 02.2008
No Degree - ITES Training
Ghana Telecom University
02.2011 - 08.2011
Skills
P&L Management
Product development
Client communication
Market Analysis
Brand development
Strategic planning
Marketing and advertising
Campaign management
Corporate Communications
Staff Management
Market Positioning
Public and Media Relations
Self-Motivated
Planning and Coordination
Written Communication
Dependable and Responsible
Accomplishments
- Best call for the month of May, Eservices Africa, Managers of Millicom Ghana ltd. (Tigo Call Centre)
- I was part of the group that won the Team of the month for June, 2010 at Eservices Africa, Managers of Millicom Ghana Ltd. (Tigo) Call Centre.
- Best Agent for the month of October 2011 (E.Services Africa Ltd/ Managers of Tigo Call center)
- I was part of the group that won Team of the year for 2012 at Eservices Africa limited.
- I acted as supervisor during the night shift anytime the supervisor was not around for four months(2012)
- Collaborated with team of 8 in the development of wall canvas products for sale in Ghana and Ivory coast.
- Manage the business to secure contracts from more than 8 companies for the year 2022/23.
- Built a business product for Richkid Adverts which is currently best selling product for the business.
- Managed the business from 2019 till now.
Certification
Master of Art in Marketing Strategy -09 July 2022.
Interests
Football
Timeline
Social Media Marketing Manager
Richkid Adverts
07.2023 - Current
Master of Arts - Marketing Strategy
University of Ghana Business School
04.2022 - 07.2023
Fixed Broadband Account Manager
Vodafone Ghana limited
05.2016 - 07.2019
Operations Manager
Richkid Adverts
01.2016 - Current
Customer service representative
Vodafone Ghana Limited
07.2014 - 04.2016
Customer service Representative
E- Services Africa Limited( Electricity Company Of Ghana Call Center )
07.2011 - 07.2014
No Degree - ITES Training
Ghana Telecom University
02.2011 - 08.2011
Field Sales Representative
BIL Africaretail.com
12.2010 - 03.2011
Call Center Representative
E-Services Africa Limited( Tigo Call Center )
02.2010 - 10.2010
Bachelor of Science - Business Administration (Human Resource Management
Radford University College
01.2010 - 07.2015
Data Collector and Data Entrant
Direction Consult( MTN Project )
10.2009 - 12.2009
No Degree - Oracle Database Administration
IPMC, GRAPHIC ROAD, ACCRA.
01.2007 - 02.2008