Summary
Overview
Work History
Education
Skills
References
Websites
Timeline
Generic
TIMOTHY DANSO

TIMOTHY DANSO

ACCRA

Summary

Dynamic Senior Operations Manager with a proven track record in project management and quality assurance. Expert in enhancing operational efficiency and stakeholder engagement, I successfully implemented strategies that boosted customer satisfaction and team performance. Passionate about driving process improvements and fostering a collaborative work environment.

Overview

14
14
years of professional experience

Work History

Senior Operations Manager

Fair Trade Outsourcing
Accra
03.2022 - 03.2025
  • Managed operational workflows of the operations team, ensuring efficient task execution within prescribed timelines.
  • Cultivated strong relationships with key stakeholders to guarantee seamless project deliveries.
  • Facilitated communication of concerns and improvement suggestions between delivery team and upper management.
  • Led a customer-centric strategy, actively gathering client feedback to drive improvements.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
  • Enhanced team performance by providing regular feedback, coaching, and training opportunities.
  • Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
  • Met company's KPIs by collaborating with the team and focusing on customer needs.
  • Guided junior staff in skill enhancement.

Manager on Duty

Fair Trade Outsourcing
Accra
04.2021 - 03.2022
  • Resolved challenging escalations by applying strong problem-solving abilities.
  • Guided contact center recruits through workplace norms and tasks, facilitating effortless transition into work group.
  • Supervised employees to ensure tasks were completed efficiently meeting organizational objectives.
  • Managed staff schedules, ensuring required coverage to meet shift needs within budget.
  • Collaborated with other shift managers to maintain consistency in policy enforcement across all shifts, fostering a cohesive workplace culture.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Offered coaching to team members, enhancing ongoing skill development.
  • Oversaw organization of resources ensuring optimal use of manpower and tools.

Corporate Trainer, Learning and Development

Ison BPO
Tema
08.2018 - 04.2021
  • Identified areas requiring improvement based on assessments.
  • Designed training courses to align with company goals.
  • Guided over 250 new hires in their onboarding process.
  • Refined training materials to maintain relevance in a dynamic environment.
  • Provided coaching and mentoring to employees.
  • Prepared educational materials such as module summaries, videos, and informational packets.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Partnered with leadership to determine training requirements and arrange sessions.
  • Supervised a team of trainers, providing guidance on instructional design techniques and delivery methods that maximized learner outcomes.
  • Conducted digital, face-to-face, and mixed learning workshops.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Evaluated employee performance and provided actionable feedback for improvement, leading to higher overall success rates.

Team Supervisor

Millicom Ghana-Tigo Ghana
Accra
07.2017 - 08.2018
  • Assessed team members' performance periodically, offering direction for career advancement.
  • Facilitated resolution of team conflicts with diplomacy.
  • Introduced effective processes, leading to higher productivity.
  • Mentored new hires in company policies, procedures, and expectations to facilitate their smooth integration into the team.
  • Assisted in recruiting top talent by conducting interviews, reviewing resumes, and participating in candidate selection decisions.
  • Conduct budget preparation for effective expense management.
  • Monitored daily and weekly key performance indicators to maintain on-track status.
  • Oversaw performance evaluations for workforce of 20 employees, measuring achievements and patterns in execution metrics.
  • Delivered tasks within rigid timeframes.

Customer Experience Executive

Millicom Ghana-Tigo Ghana
Accra
09.2015 - 06.2017
  • Optimized departmental interactions for timely addressing of customer queries.
  • Regularly evaluated data trends to offer actionable insights on service quality.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Created new sales opportunities.
  • Consistently exceeded call handling quotas supporting overall team productivity metrics.
  • Actioned client feedback to improve product and service offerings.
  • Revamped customer loyalty program to increase revenue-driving traffic.
  • Handled issues for prominent clients to uphold relationships.
  • Developed informative slides highlighting effectiveness and reliability of products.

Chairman, Finance Committee

SOBAMS-Cape Coast Technical University
Cape Coast
08.2013 - 05.2014
  • Spearheaded negotiations with key stakeholders, achieving optimal agreements for all.
  • Created succession plans to provide continuity of operations during leadership transitions.
  • Act as primary conduit between committee and executive board members.
  • Formulated and executed strategic initiatives to improve product offerings.
  • Oversaw business-wide changes to modernize procedures and organization.

Accounting Clerk

Kibi Government Hospital
Kibi
05.2011 - 07.2012
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Handled payment processing, document management including invoices, journal vouchers, and reimbursements.
  • Logged all deposits and reconciled bank accounts monthly.
  • Created income statements and financial position reports.
  • Supported management by processing invoices and documents with consistent on-time delivery.
  • Managed and responded to correspondence and inquiries from customers and vendors.

Education

Bachelor of Science - Information Technology

Ghana Technology University College
Accra, Ghana
07.2020

Certificate of Higher Education - Certificate

Febert Institute
Cape, Ghana
07.2014

Higher National Diploma(HND) - Accountancy

Cape Coast Technical University
Ghana, Ghana
06.2014

High School Diploma - Certificate

Cape Coast Technical University
Ghana
06.2014

Skills

  • Project management
  • Quality assurance
  • Process improvement
  • Operational efficiency
  • Stakeholder engagement
  • Team leadership

References

1. Mr. Eric Diaba

Ghana Branch Manager

Phone: (+233) 0556009668

Email: eric.diaba@fairtradeoutsourcing.com

2. Mr. Wallace Panford-Quainoo

Human Resource Partner

Phone: (+233) 0245316260

Email: wallace.panford@fairtradeoutsourcing.com

3. Miss Ruth Abban

Financial Accountant

Phone: (+233) 0243232769

Email: ruth.abban@fairtradeoutsourcing.com

Timeline

Senior Operations Manager

Fair Trade Outsourcing
03.2022 - 03.2025

Manager on Duty

Fair Trade Outsourcing
04.2021 - 03.2022

Corporate Trainer, Learning and Development

Ison BPO
08.2018 - 04.2021

Team Supervisor

Millicom Ghana-Tigo Ghana
07.2017 - 08.2018

Customer Experience Executive

Millicom Ghana-Tigo Ghana
09.2015 - 06.2017

Chairman, Finance Committee

SOBAMS-Cape Coast Technical University
08.2013 - 05.2014

Accounting Clerk

Kibi Government Hospital
05.2011 - 07.2012

Bachelor of Science - Information Technology

Ghana Technology University College

Certificate of Higher Education - Certificate

Febert Institute

Higher National Diploma(HND) - Accountancy

Cape Coast Technical University

High School Diploma - Certificate

Cape Coast Technical University

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