Greater Accra Region, Ghana
I have acquired over 7 years of experience in the Telecommunication industry having worked both front-line and back-office roles in climbing the leadership ladder. Being customer centric, I lead customer operational excellence within the Mobile Financial Service Unit in AirtelTigo; brings me genuine joy when the customer is satisfied. Through my dedication, hard work and collaborative effort of the team, we continuously improve processes, services & products which affords customers seamless user experience on the platform.
• Develop, manage, and coach team of dedicated Customer Operations Executives within the MFS unit to drive operational excellence and grow revenue. • Handling and monitoring day to day operational activities within the unit. • Collaborate with Customer Service, Merchants and Aggregators to ensure service level agreements are met or exceeded. • Guide the team to promptly and effectively resolve subscriber, agent, and merchant issues while identifying and ensuring delayed or breached complaints are resolved with appropriate correct measures. • Responsible for the optimal adherence to all MFS operational policies, processes, and procedures by all stakeholders as well as regularly performing regular reviews. • Work together with Corporate Sales and Treasury teams to support merchants and partner banks. • Liaise with Tech Operations team to provide support on service improvement and product development through stakeholder alignment, testing, training, and customer support. • Manage customer records in line with regulatory requirements by collaborating with both customer service and AML/Compliance team on the acquisition of new subscribers and KYC review of existing subscribers. • Oversee the creation/activation and setup of new merchant and agent accounts on the system to ensure KYA compliance. Provide 360 support on all agent queries and complaints. • Work closely with AML/Compliance team in preparing monthly complaints closure, customer and channel partner reports to the regulator, Bank of Ghana.
Responsible for the delivery of exceptional customer service in the retail outlet. Team management , coaching and development. Overseeing the end to end process of all queries, proactively identifying delayed queries and ensuring exhaustive resolution is rendered. Lead the team of retail advisors in attaining monthly sales and experience KPIs. Manage the retail outlet in terms of cash and stock management.