Wisdom Werner
Accra
Summary
Detail-oriented Quality Assurance Specialist with 8 years of experience in QA methodologies and process optimization. Designed and executed test strategies that improved product quality and customer satisfaction. Increased CSAT scores by 12% and reduced call center volume by 7%. Expertise in automation testing, UAT, and cross-functional collaboration to enhance user experiences.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
Multichoice, Ghana.
Accra
01.2026 - Current
- Developed comprehensive test cases aligned with business requirements, ensuring thorough coverage of application functionalities.
- Documented and tracked defects in applications and systems, improving quality assurance protocols and processes.
- Collaborated with team members to streamline workflows, enhancing efficiency and coordination within the team.
Customer Service Representative
Multichoice, Ghana.
Accra
10.2021 - Current
- Handled 85+ customer calls daily, addressing inquiries and providing tailored solutions to enhance customer satisfaction.
- Validated the migration of legacy login systems to a unified MultiChoice ID during UAT for the MyDStv/DStv Stream apps and identified and resolved authentication bugs to ensure a secure, seamless transition for the entire subscriber base.
- Collaborated with cross-functional product teams to execute UAT for MyDStv/MyGOtv app enhancements; identified and resolved critical bugs in the Chat and Self-Service modules to ensure a seamless end-user experience at launch and directly contributed to a 7% reduction in call center volume and enhanced digital customer self-sufficiency.
- Delivered efficient customer support, resolving inquiries promptly to improve overall customer experience.
- Collaborated with departments to resolve complex issues, ensuring timely resolution of customer needs and enhancing service delivery.
- Supported sales team by providing necessary resources and information for effective operations to foster growth and development initiatives effectively.
Customer Experience Team Lead
Multichoice, Ghana.
Accra
05.2022 - 12.2025
- Led customer experience initiatives to enhance service quality across all touchpoints, moving beyond simple script adherence to focus on deep resolution and personalization, which led to an improved CSAT score of 12%.
- Resolved escalated customer complaints to deliver timely, effective solutions and uphold customer satisfaction.
- Collaborated with cross-functional teams to integrate customer feedback into product improvements, enhancing overall customer experience.
- Collaborated with other departments such as marketing, sales, and technical support to ensure consistent delivery of excellent customer service across the organization.
- Developed standard operating procedures for consistent handling of customer inquiries, streamlining response processes.
- Analyzed customer feedback surveys to identify areas for improvement in customer service processes.
Sales Associate
S-plus pharmacy ltd
Dansoman
04.2020 - 08.2021
- Managed sales activities across two regions: Greater Accra and the Eastern region, which led to increased regional sales by 25% in 6 months through a new referral program.
- Engaged customers to build lasting relationships, enhancing satisfaction and loyalty through exceptional service.
- Developed training program for new hires in product knowledge and sales techniques, streamlining onboarding process.
Sales Manager
Damensco electrical
Ho
08.2017 - 11.2019
- Adjusted strategies based on monitored customer buying trends and market conditions, resulting in achievement of sales targets.
- Oversaw order cycle management to ensure timely fulfillment and improve customer satisfaction.
- Resolved customer complaints effectively to enhance customer experience and retention.
- Organized and maintained comprehensive records for the firm.
Teacher
Fiagbedu D.A JHS
DZODZE
08.2016 - 07.2017
- Facilitated group projects promoting student collaboration and teamwork to enhance engagement and learning outcomes.
- Collaborated with teachers, administrators, and parents to support student achievement of learning objectives and foster community-focused approach.
- Addressed individual strengths and weaknesses from standardized testing results to enhance creative thinking and motivation in students.
- Developed and led engaging classroom games and activities to promote physical, mental, and social development.
Education
Bachelor of Arts - Political Science and Sociology
University of Ghana
Legon06-2016
Skills
- Quality assurance
- QA methodologies
- Test case creation
- User acceptance testing
- Test strategy development
- Workflow optimization
- Analytical thinking
- Problem-solving
- Time management
- Collaboration techniques
- Results orientation
Hobbies and Interests
- Playing and watching soccer.
- Reading and helping young pupils in reading, especially those with reading difficulties.
- Sports panelist on TV and radio.
Leadership Experience
- CATI Team Lead: Multichoice, Ghana. February 2023-December 2025.
- Organizer: NASPA Ketu North. September 2016-July 2017.
Timeline
Quality Assurance Analyst
Multichoice, Ghana.
01.2026 - Current
Customer Experience Team Lead
Multichoice, Ghana.
05.2022 - 12.2025
Customer Service Representative
Multichoice, Ghana.
10.2021 - Current
Sales Associate
S-plus pharmacy ltd
04.2020 - 08.2021
Sales Manager
Damensco electrical
08.2017 - 11.2019
Teacher
Fiagbedu D.A JHS
08.2016 - 07.2017
Bachelor of Arts - Political Science and Sociology
University of Ghana