Susan Kwabea Biney
Accra
Summary
Customer Experience professional with over 15 years of experience in General Administration, Business Support, Student Engagement, and Customer Experience Management across multiple industries, including Fintech, Telecommunications, Advocacy, and Higher Education. Successfully established and led a Customer Service department from inception to operational excellence in a Fintech company, driving a culture of service that permeated the organization. Single-handedly defined school, community spirit, and identity in my present place of work. LUG is known as the home of the Lions, and collectively as the Pride, because I developed the Pride Concept, which is now the center of all branding activities. Proven ability to adapt to diverse work environments, and excel in fast-paced, deadline-driven settings. Go-getter manager with a commitment to building productive relationships and exceeding organizational goals. I have proven to be an achiever, and I am very proud of these successes.
Overview
18
18
years of professional experience
Work History
Student Affairs Manager
Lancaster University Ghana / TAG
04.2023 - Current
- Oversee wellness and wellbeing initiatives for student population as Head of Student Engagement and Experience.
- Manage SRC and team to enhance student support services.
- Facilitate career development pathways, securing internship placements with corporate partners.
- Coordinate student onboarding processes to ensure seamless integration.
- Planning and executing all student-focused events, fostering community engagement.
- Organizes alumni events to strengthen connections with former students.
- Conducts continuous improvement activities on departmental processes and procedures.
- Curate content for Alumni Newsletter, promoting engagement and information sharing.
Institutional Coordinator
ANO Institute of Arts and Knowledge
04.2020 - 12.2020
- Established an organizational structure from inception, defining roles and responsibilities.
- Designed standard operating manuals to enhance operational consistency.
- Developed employee performance systems to drive productivity and engagement.
- Managed daily operations of the institute, ensuring streamlined workflows and resource allocation.
- Implemented employee wellbeing initiatives to foster a positive work culture.
- Coordinated internal activities while liaising with external partners to align objectives.
- Led recruitment functions to attract top talent and build effective teams.
- Oversaw HRIS management, facilitating data-driven decision-making for career development.
Head of Support
nFortics Holdings Limited
02.2018 - 11.2019
- Established customer service department, designing workflows and policies from inception.
- Developed Standard Operating Manual for efficient customer service operations.
- Launched inaugural corporate training program to boost employee skills.
- Defined company work culture and values, resulting in comprehensive HR policy creation.
- Managed all customer service activities, including processes, staffing, and client interactions.
- Drove customer service strategy to align with business objectives and enhance performance.
- Conducted service quality surveys to assess and improve customer satisfaction levels.
- Oversaw career development and performance evaluations for support staff.
Assistant Sales Manager
Tradeworks Company Limited
08.2015 - 12.2015
- Increased client network portfolio by thirty percent during tenure.
- Developed and executed sales strategies to drive sustainable revenue growth.
- Owned sales activities within assigned territory to maximize market penetration.
- Delivered impactful sales presentations and effectively closed deals.
- Managed and mentored direct reports to enhance team performance.
- Generated and managed accounts to foster long-term client relationships.
- Resolved customer complaints and issues to maintain satisfaction and loyalty.
Programs Coordinator
All God's Children International Ghana
06.2012 - 07.2015
- Initiated first Orphan Sunday celebration in Ghana, leading to ongoing annual events.
- Coordinated with government and stakeholders to enhance program outreach.
- Developed and implemented Entry and Operationalization strategy for effective project execution.
- Designed itinerary for visiting partners from USA to ensure seamless engagement.
- Performed administrative functions as needed to support organizational operations.
Administrative Manager / PA to CEO
EF Investments Limited
02.2015 - 05.2015
- Defined administrative layout for a growing company, establishing roles and functions through an organogram.
- Managed operations of CEO's office to ensure efficient executive support.
- Coordinated planning and implementation of various company tasks.
- Conducted training programs for administrative support staff to enhance skills.
- Executed light Human Resource and Procurement functions to support organizational needs.
Commercial Assistant
Frigo Ghana Limited
06.2013 - 10.2014
- Developed responsive customer experience model, elevating customer satisfaction metrics.
- Served as personal assistant to Managing Director, executing diverse executive tasks.
- Managed sales team and oversaw performance to achieve targets.
- Cultivated strong client relationships through effective portfolio management.
- Acted as primary contact for clients, ensuring prompt communication and support.
- Handled all administrative and liaison duties within Commercial Department.
- Trained sales personnel on customer-centric approaches to improve business strategies.
Customer Service Executive (Team Lead)
Millicom Ghana Limited (Tigo)
01.2010 - 04.2013
- Managed service centre operations, achieving top survey rankings with zero escalated complaints.
- Facilitated cross-selling and upselling initiatives to maximize revenue generation.
- Trained teammates, enhancing team performance and service quality.
- Maintained high standards of customer satisfaction through effective communication.
- Controlled traffic management to optimize call flow and minimize wait times.
- Conducted data entry, ensuring accurate records and efficient workflows.
- Uphold in-house standards and ethics consistently across all interactions.
- Provided assistance to customers regarding products and services.
Mediator/Administrative Assistant
Legal Aid Board
11.2007 - 01.2010
- Mediated cases to resolve disputes efficiently within the community.
- Conducted case intake for streamlined processing and tracking.
- Executed outreach programs to engage and support local communities.
- Trained trainees at workshops, enhancing overall capacity and skills.
- Served as Legal Aid Representative at Koforidua Prisons Discharge Board.
- Screened inbound calls, ensuring effective communication and response.
- Organized schedule for Regional Director, optimizing time management.
- Managed staff operations to maintain productivity and collaboration.
Education
Neurodivergence in Higher Education CPD Certification - HE Professional
05.2024
Diploma - Spanish Language
02.2022
Customer Service Professional Certification -
10.2020
Master of Business Administration - Project Management
07.2016
Bachelor of Arts -
05.2007
Skills
- Creative writing
- Attention to detail
- Assertiveness
- Microsoft 360 Office Suite
- Project management
- Event planning
- Stakeholder engagement
- Team leadership
- Career development
- Conflict resolution
- Process improvement
- Policy creation
- Cross-functional teamwork
- Wellness initiatives
- Training delivery
Timeline
Student Affairs Manager - Lancaster University Ghana / TAG
04.2023 - Current
Institutional Coordinator - ANO Institute of Arts and Knowledge
04.2020 - 12.2020
Head of Support - nFortics Holdings Limited
02.2018 - 11.2019
Assistant Sales Manager - Tradeworks Company Limited
08.2015 - 12.2015
Administrative Manager / PA to CEO - EF Investments Limited
02.2015 - 05.2015
Commercial Assistant - Frigo Ghana Limited
06.2013 - 10.2014
Programs Coordinator - All God's Children International Ghana
06.2012 - 07.2015
Customer Service Executive (Team Lead) - Millicom Ghana Limited (Tigo)
01.2010 - 04.2013
Mediator/Administrative Assistant - Legal Aid Board
11.2007 - 01.2010
- Neurodivergence in Higher Education CPD Certification, HE Professional
ICDC - Diploma, Spanish Language
WAACSP - Customer Service Professional Certification,
Ghana Institute of Management and Public Administration (GIMPA) - Master of Business Administration, Project Management
University of Ghana - Bachelor of Arts,