Sandra Addo
Summary
1.Improved Delivery Times*: Reduced iFerch's average delivery time in Accra by 40% through optimized routing and real-time tracking.
2. Enhanced Customer Experience*: Implemented a customer feedback system, increasing iFerch's customer satisfaction ratings by 35% and reducing complaints by 25%.
3. Increased Fleet Efficiency*: Introduced a fleet management system, resulting in a 20% reduction in fuel consumption and a 15% decrease in vehicle maintenance costs for iFerch.
4. Expanded Delivery Coverage*: Successfully launched iFerch's services in Kumasi, Tamale, and Takoradi, increasing our delivery coverage by 50% and reaching more customers across Ghana.
5. Reduced Delivery Errors*: Implemented a quality control process, reducing iFerch's delivery error rate by 30% and improving overall service reliability.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Operations Manager
IFerch Limited
12.2020 - Current
1.Organized training sessions for riders on customer service,
logistics management, and safety protocols
2.Taught riders on effective communication, time management,
and conflict resolution
3. Coordinated with internal teams to ensure seamless operations
and resolve issues promptly
4.Managing a fleet of vehicles to ensure timely deliveries across Accra, Kumasi, and other major cities in Ghana.
5.Analyzing data to optimize routes and reduce costs, ensuring our services are affordable for Ghanaian businesses and individuals.
6.Leading a team of drivers, dispatchers, and customer service representatives to provide excellent service to our clients.
7.Utilizing digital payment systems and mobile apps to streamline our services and improve the customer experience.
Caregiver
Nana Addo Care Foundation
11.2008 - Current
1.Taught and mentored vulnerable children
2. Developed and implemented educational programs
3. Provided emotional support and guidance to children
Customer Service Representative
First Atlantic Bank
01.2019 - 12.2020
1.Handled customer inquiries and resolved issues
2. Provided account information and transaction assistance
3. Processed transactions and managed accounts
National Service (Research Officer)
National Waste Bin Distribution Program (Nawabin)
09.2017 - 08.2018
1. Collected data on households and
properties
2. Assessed challenges and offered
solutions on waste management
practices
Intern
Noswall Management Services
07.2017 - 08.2017
1. Assisted in client service and transaction assistance
2. Developed skills in data analysis and reporting
3. Assisted in the development of marketing materials
Education
Bachelor Of Arts - Marketing
Wisconsin International University College
23 AKOTO BAMFO STREET HAATSO ROAD12.2017
Diploma - Marketing
University of Professional Studies
UPSA SIREE OF- MADINA NEW ROAD08.2014
West African Examinations Council (WAEC) - General Art
Akim Swedru Senior High School
123 MAIN ST ADEBRA ROAD06.2009
Skills
Technical Skills:
- App management- GPS tracking- Data analysis- Digital payment systems
Business Operations Skills:
- Supply chain management- Route optimization- Fleet management- Customer service
Leadership and Management Skills:
- Team management- Performance management- Training and development- Conflict resolution
Soft Skills:
- Communication- Problem-solving- Time management- Adaptability
Accomplishments
Improved Delivery Times*: Reduced iFerch's average delivery time in Accra by 40% through optimized routing and real-time tracking.
2. Enhanced Customer Experience*: Implemented a customer feedback system, increasing iFerch's customer satisfaction ratings by 35% and reducing complaints by 25%.
3. Increased Fleet Efficiency*: Introduced a fleet management system, resulting in a 20% reduction in fuel consumption and a 15% decrease in vehicle maintenance costs for iFerch.
4. Expanded Delivery Coverage*: Successfully launched iFerch's services in Kumasi, Tamale, and Takoradi, increasing our delivery coverage by 50% and reaching more customers across Ghana.
5. Reduced Delivery Errors*: Implemented a quality control process, reducing iFerch's delivery error rate by 30% and improving overall service reliability.
Affiliations
1. _Ghana Logistics and Transport Association_
2. _iFerch_
Certification
1. West African Senior School Certificate Examination (WASSCE)
2. Diploma in Marketing
3. Bachelor of Arts in Business (Marketing Option)
Languages
English
Advanced (C1)
Akan
Upper intermediate (B2)
Timeline
Operations Manager
IFerch Limited
12.2020 - Current
Customer Service Representative
First Atlantic Bank
01.2019 - 12.2020
National Service (Research Officer)
National Waste Bin Distribution Program (Nawabin)
09.2017 - 08.2018
Intern
Noswall Management Services
07.2017 - 08.2017
Caregiver
Nana Addo Care Foundation
11.2008 - Current
Bachelor Of Arts - Marketing
Wisconsin International University College
Diploma - Marketing
University of Professional Studies
West African Examinations Council (WAEC) - General Art
Akim Swedru Senior High School
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