SAMUEL ARKO
Accra
Summary
Dynamic Regional Operations Manager with a proven track record at Telecel Ghana, enhancing operational efficiency and customer satisfaction. Expert in supply chain optimization and fostering team collaboration. Achieved significant SLA compliance through meticulous attention to detail and excellent interpersonal skills.
Overview
8
8
years of professional experience
Work History
Regional Operations Manager
Telecel Ghana
07.2023 - Current
- Responsible for the management of all frontline and back-end technical operations to deliver and maintain key performance index within SLA to customers in the Greater Accra, Eastern and Volta regions.
- Achieve and maintain agreed SLAs for fault and new service provision through effective work allocation and continuous trending to achieve improved performance
- Monitor and analyze zonal performance data, identifying areas of improvement and developing corrective action plans.
- Lead weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
Team Lead- Consumer Network Operations
Vodafone Ghana
03.2020 - 06.2023
- Responsible for the day-to day management of 20 off-field and on-field engineers
- Responsible for the monitoring and coordination of all Managed Service activities on consumer fiber geared towards achieving the desired results
- Ensure all consumer reported incidents have accurate impact statements, prioritized, and communicated to all customers, in accordance with Incident Management process and procedures
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Roaming and Provisioning Analyst
Vodafone Ghana
08.2017 - 02.2020
- Provide an end -to-end management of all transmission medium for internet service provision assigning numbers, network paths and provisioning to complete customer request life cycle
- Provided second level support service to all Vodafone and agile customer service engineers reducing turn- around time and ensuring customer satisfaction
- Responsible for the management of all Vodafone Fixed Service Inventory Database ensuring regular update, clean-up, and accuracy
- Owned, managed, and tracked all reported voice and data issues through investigation, diagnosis, resolution, and recovery lifecycle with relevant support teams chasing progress and escalating where necessary
Education
Bachelor of Arts - Political Science
University of Ghana
Legon, Ghana05-2009
Skills
- Operational efficiency
- Attention to detail
- Supply chain optimization
- Excellent interpersonal skills
- Customer focus
- Key performance indicators
- Team collaboration
Timeline
Regional Operations Manager
Telecel Ghana
07.2023 - Current
Team Lead- Consumer Network Operations
Vodafone Ghana
03.2020 - 06.2023
Roaming and Provisioning Analyst
Vodafone Ghana
08.2017 - 02.2020
Bachelor of Arts - Political Science
University of Ghana
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