Theophilus Adu-Mensah
Summary
Dynamic Service Supervisor with a proven track record at Cummins Ghana, excelling in complaint resolution and team training. Leveraged strong customer relationship management skills to enhance service delivery, resulting in improved client satisfaction. Adept at multitasking and problem-solving, consistently driving operational efficiency and fostering a collaborative work environment.
Overview
14
14
years of professional experience
Work History
Service Supervisor
Cummins Ghana
12.2023 - Current
- Oversaw daily operations and arranged staff activities.
- Monitored service quality and ensured adherence to company standards.
- Supported team members in resolving customer inquiries and complaints effectively.
- Trained new employees on operational procedures and safety protocols.
- Documented service issues and proposed solutions for continuous improvement initiatives.
- Participated in team meetings to discuss performance metrics and operational challenges.
- Handled customer complaints and inquiries.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
Field Sales Representative
Cummins Ghana
09.2019 - Current
- Collaborated with management to improve workflow efficiency and service delivery.
- Conducted regular inspections to maintain equipment functionality and safety compliance.
- Assisted with training and development of team members.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
- Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
- Developed relationships with key clients to enhance customer satisfaction and loyalty.
- Delivered product presentations that effectively communicated value propositions to potential customers.
- Collaborated with cross-functional teams to ensure seamless order processing and fulfillment.
- Utilized CRM systems to track sales leads, manage pipeline, and report on performance metrics.
- Increased sales revenue by developing and maintaining strong relationships with clients in the assigned territory.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and following up on orders.
- Maintained responsibility for 5 major accounts within assigned territory, consistently touching base to assess needs and satisfaction.
- Assisted management in identifying new market opportunities and expanding the company''s customer base.
- Visited key customers repeatedly to promote retention and relationships.
- Forecasted sales, developing and evaluating various methods of customer interaction.
- Traveled throughout assigned territory to leverage leads and visit existing customers.
Service Engineer
Cummins Ghana
10.2011 - 08.2020
- Diagnosed and resolved engine performance issues to ensure optimal functionality.
- Implemented preventive maintenance schedules, reducing equipment downtime and improving service reliability.
- Collaborated with cross-functional teams to enhance customer satisfaction through effective service delivery.
- Trained junior technicians on troubleshooting techniques and best practices in engine repair and maintenance.
- Developed and documented standard operating procedures for routine maintenance activities, ensuring compliance with safety regulations.
- Analyzed service data to identify trends, driving continuous improvement in technical support processes.
- Mentored team members in advanced troubleshooting skills, fostering a culture of knowledge sharing and professional growth.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Tested and checked performance of hardware and software programs.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Created relationships with key decision-makers and served as external technical spokesperson.
- Improved system efficiency with thorough troubleshooting and root cause analysis of technical issues.
- Ensured compliance with safety regulations during installations and repairs, prioritizing a safe work environment at all times.
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
- Escalated and re-produced problem to internal development sources to reach solution.
- Visually inspected and tested machinery and equipment, performing routine preventive maintenance.
- Organized and directed maintenance shutdowns and startups.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Resolved customer complaints in prompt, polite and professional approach.
Education
Master Of Business Administration - Marketing
University of Ghana
Accra01.2022
Bachelor - Mechanical Engineering
Kwame Nkrumah University of Science And Technology
Kumasi05.2009
Skills
- Complaint handling
- Task delegation
- Service order flow
- Emotional intelligence
- Sales support
- Progress monitoring
- Workforce planning
- Service delivery
- Inspections management
- Supervisory role experience
- Scheduling expertise
- Staff training
- Multitasking and organization
- Delivery scheduling
- Paperwork processing
- Customer relationship management (CRM)
- Warranty service
- Documentation
- Complaint resolution
- Product sales
- Coordination
- Reading comprehension
- Document control
- Live chat support
- Active listening
- Credit adjustments
- De-escalation techniques
- Dispute resolution
Timeline
Service Supervisor
Cummins Ghana
12.2023 - Current
Field Sales Representative
Cummins Ghana
09.2019 - Current
Service Engineer
Cummins Ghana
10.2011 - 08.2020
Master Of Business Administration - Marketing
University of Ghana
Bachelor - Mechanical Engineering
Kwame Nkrumah University of Science And Technology
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