Gardening
Floral decorating
Interior designing
Baking
Roseline Iris Baah Darko
Nyanyano
Summary
Dynamic Customer Service Supervisor with a proven track record at Oye Ventures, excelling in team leadership and performance management. Skilled in data analysis and team development, I fostered a culture of productivity and loyalty, significantly enhancing customer retention through innovative support strategies and effective coaching.
Overview
27
27
years of professional experience
Work History
Customer Service Supervisor
Oye Ventures
11.2020 - Current
- Coached employees through day-to-day work and complex problems.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created customer support strategies to increase customer retention.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Retail Shop Manager
Vodafone Ghana
03.2013 - 03.2016
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Managed inventory control, cash control, and store opening and closing procedures.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Implemented store policies and procedures to remain compliant with corporate guidelines.
- Maintained safe working environment by enforcing adherence to safety and security protocols.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Team Lead
Vodafone Ghana
06.2012 - 02.2013
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
Retail Advisor
Vodafone Ghana
04.2009 - 05.2012
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Greeted customers and provided outstanding customer service.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Developed strong rapport with customers and created positive impression of business.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Principal Marketing Officer
Ghana Telecom
03.2005 - 03.2009
- 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.
- Identified and resolved discrepancies and errors in customer accounts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Assistant Research Officer
Ghana Broadcasting Corporation
08.1998 - 02.2005
- Gathered and organized information for research purposes.
- Developed questionnaires and facilitated focus group discussions.
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Created and distributed surveys for data collection and analysis.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Researched and evaluated potential new markets and products.
Education
Master of Arts - Marketing Strategy
Univerity of Ghana
Accra - Legon09-2018
Bachelor of Science - Business Administration (Marketing Option)
Central University
Accra10-2009
Higher National Diploma - Marketing
Cape - Coast Technical University
Cape Coast, Ghana09-2003
Skills
- Customer relationship management (CRM)
- Team leadership
- Performance evaluations
- Research
- Team development
- Data analysis
- Team coaching
- Performance management
- Time management
- Team building and leadership
Interests
Timeline
Customer Service Supervisor
Oye Ventures
11.2020 - Current
Retail Shop Manager
Vodafone Ghana
03.2013 - 03.2016
Team Lead
Vodafone Ghana
06.2012 - 02.2013
Retail Advisor
Vodafone Ghana
04.2009 - 05.2012
Principal Marketing Officer
Ghana Telecom
03.2005 - 03.2009
Assistant Research Officer
Ghana Broadcasting Corporation
08.1998 - 02.2005
Master of Arts - Marketing Strategy
Univerity of Ghana
Bachelor of Science - Business Administration (Marketing Option)
Central University
Higher National Diploma - Marketing
Cape - Coast Technical University