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- 1. Elizabeth Appiah-Nti Calle Niebla 203, apt 204, Colonial Jadines Del Moral. Tel: +521 477 121 8666 lizafful@gmail.com Personal Details Date of birth: 12th April, 1985 Religion: Christian Marital Status: Married Education Institution Programme Year Archbishop Porter Girl’s Polytechnic HND in Business Studies (Administration and IT) 2007- 2009 ODA Secondary School WASSCE Certificate 2002 – 2005 Employment history Jan, 2015– Till date: Service Delivery Team Lead, PEG Ghana Limited, Accra, Ghana Responsibilities: • Develop team, including on-the-job training, motivation and coaching to reinforce required skills • Ensure schedules are managed efficiently and in a timely, cost effective and accurate manner • Review team performance and delivers monthly performance reviews • Coaches staff on performance management improvement • Deal with all disciplinary matters in a timely and effective manner, where directed, as provided for within the set company policies • Coach each advisor for a minimum coaching session per week documented • Complete the weekly coaching report (100% report) • Deliver a coaching support plan for an advisor below 85% of service conversion target • Manage Attendance and Timekeeping • Brief and train staff on new promotions / Technology • Identify coaching needs and deliver coaching sessions • Send daily, weekly & monthly team reports • Creating and publish reports detailing all aspects of team performance • Participate in the recruitment and interviewing process
- 2. November, 2014 – December, 2014: Technical Support Consultant, Vodafone Ghana, Accra, Ghana Responsibilities: • Provide client support and technical issue resolution via E-Mail, phone and other electronic medium • Configuration of client’s equipment to connect to the Internet via modem / ADSL Router (Dialup/DSL customers only). • Have an in-depth understanding in order to analyse and carry out 1st & 2nd level troubleshooting on Data Services, Network or Billing related cases. • Troubleshooting on technical related issues escalates the issues to appropriate channels should situation persist (hardware/software/network). • Remain up-to-date with the latest information that impacts the delivery of service to the customers. • Demonstrate effective verbal communication skills when interacting at all levels, i.e. with customers, peers and managers. • Demonstrate superior Customer Service techniques that meet the Quality Assurance standards. • Provide customer feedback for continuous improvement. • Understand, analyze and calculate bill statement in order to provide clear explanations to customers. • Maintain a high degree of responsibility towards customer confidentiality. • Initiate new processes or process improvement efforts with the objective of providing better services to our customers and reducing operating costs. • Knowledge of provisioning processes, able to troubleshoot new implementations. Provides feedback to engineers and management to help streamline provisioning flow. Jan, 2014 – October, 2014: Technical Support Engineer, Teletech Customer Care Management, Accra, Ghana Responsibilities: • Provide client support and technical issue resolution via E-Mail, phone and other electronic medium • Configuration of client’s equipment to connect to the Internet via modem / ADSL Router (Dialup/DSL customers only). • Have an in-depth understanding in order to analyze and carry out 1st & 2nd level troubleshooting on Data Services, Network or Billing related cases. • Troubleshooting on technical related issues escalates the issues to appropriate channels should situation persist (hardware/software/network). • Remain up-to-date with the latest information that impacts the delivery of service to the customers.
- 3. • Demonstrate effective verbal communication skills when interacting at all levels, i.e. with customers, peers and managers. • Demonstrate superior Customer Service techniques that meet the Quality Assurance standards. • Provide customer feedback for continuous improvement. • Understand, analyze and calculate bill statement in order to provide clear explanations to customers. • Maintain a high degree of responsibility towards customer confidentiality. • Initiate new processes or process improvement efforts with the objective of providing better services to our customers and reducing operating costs. • Knowledge of provisioning processes, able to troubleshoot new implementations. Provides feedback to engineers and management to help streamline provisioning flow. April 2013 – December, 2013: Quality Assurance Specialist ‘Acting’, Teletech Customer Care Management, Accra, Ghana Responsibilities: • Participates in design of call monitoring formats and quality standards. • Performs call monitoring and provides trend data to site management team. • Uses quality monitoring data management system to compile and track performance at team and individual level. • Monitors email customer contacts. • Participates in customer and client listening programs to identify customer needs and expectations. • Provides actionable data to various internal support groups as needed. • Coordinates and facilitates call calibration sessions for call centre staff. • Provides feedback to call centre team leaders and managers. • Prepares and analyses internal and external quality reports for management staff review. January 2011 – March, 2013: Customer Service Associate, Teletech Customer Care Management, Accra, Ghana Responsibilities: - Attracts potential customers by answering product and service questions; suggesting information about other products and services. - Opens customer accounts by recording account information. - Maintains customer records by updating account information. - Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- 4. - Maintains financial accounts by processing customer adjustments. - Recommends potential products or services to management by collecting customer information and analyzing customer needs. - Prepares product or service reports by collecting and analyzing customer information. - Contributes to team effort by accomplishing related results as needed. July, 2009 – December, 2010: Secretary to Customer Service Director (National Service), Electricity Company of Ghana, Accra, Ghana Responsibilities: - Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. - Arrange conferences, meetings, and travel reservations for office personnel. - Complete forms in accordance with company procedures. - Compose, type, and distribute meeting notes, routine correspondence, and reports. - Locate and attach appropriate files to incoming correspondence requiring replies. - Maintain scheduling and event calendars. - Schedule and confirm appointments for clients, customers, or supervisors. - Collect and disburse funds from cash accounts, and keep records of collections and disbursements. - Conduct searches to find needed information, using such sources as the Internet. - Establish work procedures and schedules, and keep track of the daily work of clerical staff. - Learn to operate new office technologies as they are developed and implemented. - Manage projects, and contribute to committee and team work. - Provide services to customers, such as order placement and account information. August 2005 – July, 2009: Secretary (Internship), Visuals and Graphic Limited, Accra, Ghana Responsibilities: - Complete forms in accordance with company procedures. - Compose, type, and distribute meeting notes, routine correspondence, and reports. - Locate and attach appropriate files to incoming correspondence requiring replies. - Maintain scheduling and event calendars. - Schedule and confirm appointments for clients, customers, or supervisors. - Collect and disburse funds from cash accounts, and keep records of collections and disbursements. - Conduct searches to find needed information, using such sources as the Internet.
- 5. - Establish work procedures and schedules, and keep track of the daily work of clerical staff. - Learn to operate new office technologies as they are developed and implemented. Referees Sr. Mary Rita O’Mahonmy, Archbishop Porter Girls’ Polytechnic, P.O. Box EL 67, Cape Coast, Ghana. Felix Asamoah Service Delivery Manager Teletech Customer Care Management Limited 5th Floor, Ghana Multimedia House Accra High Street 020 – 300 6737 Isaac Sarfo Mensah Legal Practitioner Lexcom Associates Industrial Area Accra North 020 – 816 4936
- 6. - Establish work procedures and schedules, and keep track of the daily work of clerical staff. - Learn to operate new office technologies as they are developed and implemented. Referees Sr. Mary Rita O’Mahonmy, Archbishop Porter Girls’ Polytechnic, P.O. Box EL 67, Cape Coast, Ghana. Felix Asamoah Service Delivery Manager Teletech Customer Care Management Limited 5th Floor, Ghana Multimedia House Accra High Street 020 – 300 6737 Isaac Sarfo Mensah Legal Practitioner Lexcom Associates Industrial Area Accra North 020 – 816 4936