SYLVIA ASHONG
Dansoman
Summary
A quality assurance executive with a strong background in enhancing operations and customer experiences by propelling quality. a talented expert at reviewing report data and observing performance to pinpoint issues and devise procedural changes. Successful at leading teams using tactfulness and interpersonal communication skills.
Overview
11
11
years of professional experience
Work History
QUALITY ASSURANCE EXECUTIVE
AIRTELTIGO GHANA (NOW AT)
01.2022 - Current
- Responsible for identifying gaps in service delivery and adopting programs that will enhance the customer experience across touchpoints
- Ensure process reviews for all touchpoints
- Ensure customer complaints analysis and root cause analysis on all issues
- Ensure effective monitoring of all touchpoints through call listening, mystery shopping, shop visits, etc
- Develop and implement detailed processes and procedures for key business activities
- Identify and capture best practices in the service industry and make recommendations to stakeholders on process improvement.
RETAIL PERSONNEL
08.2017 - 01.2022
- Responded to customer complaints and feedback
- Attracts potential customers by answering product and service questions and suggesting information about other products and services
- Upsell and cross-sell products and services
- Follow up on customer interactions and provide feedback on the efficiency of the customer service process; Contributes to team effort by accomplishing related results as needed
- Efficiently educates new customers on services provided by the company
- Performs other tasks within the Company which may be allocated from time to time and are commensurate with the position
- Led by example in delivering impeccable service, ensuring attentive, responsive care to best meet customer needs.
CUSTOMER SERVICE EXECUTIVE OUTBOUND
TIGO (NOW AT)
01.2016 - 01.2017
- Contact Airteltigo customers in line with specified outbound campaigns
- Market current products and services
- Conduct Marketing Research to obtain results for Product and service enhancement
- Contact Airteltigo customers to obtain feedback on their service satisfaction
- Obtain and record accurate data on all customer contacts
- Meeting specific sales and performance quotas as determined for all campaigns and day-to-day operations
- Achieve revenue targets for selling products and services
- Present weekly reports on team performance and communicate strategies to build team effort
- Provide feedback and input from customers as to factors that ensure up-sell and cross-sell maximization of products and services.
CUSTOMER SERVICE EXECUTIVE CALL CENTER
TIGO (NOW AT)
01.2015 - 01.2016
- Ensure that customers receive an adequate level of service or help with their questions, complaints, and concerns within the framework of Millicom Ghana
- Attracts potential customers by answering product and service questions and suggesting information about other products and services
- Obtains and evaluates all relevant information to handle product and service enquiries
- Directs requests and unresolved issues to the designated resource
- Upsell and cross-sell products and services
- Follow up on customer interactions and provide feedback on the efficiency of the customer service process; Contributes to team effort by accomplishing related results as needed
- Efficiently educates new customers on services provided by the company
- Performs other tasks within the Company which may be allocated from time to time and are commensurate with the position.
ADMINISTRATOR & PA
HAMISU AND ASSOCIATES CHARTERED ACCOUNTANTS
01.2013 - 01.2015
- Reports to the managing partner
- Responsible for office management, including general office maintenance
- Receive correspondence and reply to that correspondence on the instruction of the Managing Partner
- Act as office secretary
- Undertake business promotional activities
- Undertake procurement of office consumables.
MARKETING EXECUTIVE
TTB (NOW ECOBANK)
05.2010
- Responsible for soliciting new customers for the organization
- Responsible for activating dormant accounts
- Responsible for opening accounts for new customers and assisted them to fill out their forms
- Responsible for customer service management
- Answered applicants’ inquiries about the company and took down clients’ complaints
- Prepared reports at the end of every month.
Education
Bachelor of Science in Marketing BMK -
University of Cape Coast
Higher National Diploma (HND) In Marketing -
Accra Polytechnic
West Africa Senior Certificate Examination -
A.M.E Zion Girls Senior High
Skills
- Excellent analytical thinking and problem-solving skills
- Planning and organizational skills
- Ability to work with less supervision and be a team player
- Self-motivated and goal-oriented
- Highly articulate, confident, and persuasive team-builder, able to motivate and communicate to achieve exceptional business performance
- High personal integrity and the ability to relate to and create trust in all
- A positive attitude in dealing with people
- Excellent organizational and time management skills
- Quality Standards Determination
- Best Practices
- Employee Training
- Employee Supervision
- Computer literacy in MS Word, Excel, and PowerPoint
Phone - Mobile
0245801432/0277014180
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
QUALITY ASSURANCE EXECUTIVE
AIRTELTIGO GHANA (NOW AT)
01.2022 - Current
RETAIL PERSONNEL
08.2017 - 01.2022
CUSTOMER SERVICE EXECUTIVE OUTBOUND
TIGO (NOW AT)
01.2016 - 01.2017
CUSTOMER SERVICE EXECUTIVE CALL CENTER
TIGO (NOW AT)
01.2015 - 01.2016
ADMINISTRATOR & PA
HAMISU AND ASSOCIATES CHARTERED ACCOUNTANTS
01.2013 - 01.2015
MARKETING EXECUTIVE
TTB (NOW ECOBANK)
05.2010
Bachelor of Science in Marketing BMK -
University of Cape Coast
Higher National Diploma (HND) In Marketing -
Accra Polytechnic
West Africa Senior Certificate Examination -
A.M.E Zion Girls Senior High
Similar Profiles
Francis LawsonFrancis Lawson
Head Data and Insight at AirtelTigo GhanaHead Data and Insight at AirtelTigo Ghana
MAXWELL AMONOOMAXWELL AMONOO
Airteltigo Customer Agent at Airteltigo GhanaAirteltigo Customer Agent at Airteltigo Ghana
BOAMAH JOHNSON ELIJAHBOAMAH JOHNSON ELIJAH
FACILITIES MANAGER at AIRTELTIGO GHANA LIMITEDFACILITIES MANAGER at AIRTELTIGO GHANA LIMITED
JONATHINA YAABA YAWSONJONATHINA YAABA YAWSON
Fashion Designer at Self Employed ServicesFashion Designer at Self Employed Services
Amo-Asante Maame Akosua AkyiaaAmo-Asante Maame Akosua Akyiaa
National Service Person at Margins ID GroupNational Service Person at Margins ID Group