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barbarakome-adjiri
Ghana
Akan, English, French
Ghana
University of Ghana
Bachelor of Arts (Information Studies)
Accessibility, Accomplishment, Dependability, Efficiency, Innovative, Loyalty, Motivation, Passion, Reliability, Respect for Others, Responsibility
At the time as a Call Centre Supervisor, I became a fun to be with person. I engaged a lot with my Team Leaders and call centre agents. I was concerned about their individual developments and did my best to groom and train them to build their skills. I further organized team engaging programs with lots of events even with the schedules and targets we all had to achieve. This engagement with my members created a warm and receptive family . As as always been the case with attrition rate being the increase in call centres, mine was the direct opposite. My members stayed and worked to achieve our goals.
Administration Jobs - Adobe Certified, Back Office Operations - Backhaul, Business development, Coaching, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service, Distributed Team Management - Distribution Strategies, Employee Interaction - Employee Training, Executive Presentation Skills - Executive Travel, Mentoring
Customer Service
> 10 Years of experience
Teacher/Tutor
1 - 3 Years of experience
Full-Time, Part-Time
Yes!
- Head, Client Relationship/ Business Development / Training Implementation – TDI Global Ltd [April 2018 till date]
- Identifying new accounts and generating leads.
- Understanding clients requirements and culture.
- Managing both existing and prospective clients for a long term and rewarding relationship.
- Preparing proposals (tailored to customer needs)Â and commercials.
- Develop a list of prospective clients or companies and arranging contact to Training or Learning Department.
- Ensuring organized and successful training implementation.
- Planning and meeting of Key Facilitators for corporate training programs.
- Reporting weekly updates and quarterly reviews to Managing Partner.
- Observing client’s need analysis and providing professional support and advise.
- Upselling, cross-selling and meeting all sales and company targets
- Budgeting and costing of trainings and consultancy services.
- Developing and maintaining of client database.
- Using Competency Assessment Solutions to determine and discover training needs.
- Preparation and design of training materials.
- Coaching and facilitating training programs
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- Branch/Retail Manager – Tema/Teshie/ Ashaiman (Tigo) [2015 to 2018]
- Ensuring store upkeep to meet required standards.
- Making hard and fast decisions in the aid of the customer and the company.
- Developing strategies and innovative ideas in achieving key KPIs..
- Maintaining and controlling company’s systems and assets.
- Achievement of Branch targets – Acquisition,Retention, Sales - Devices, MFS, Insurance, HVC, etc.
- Creating schedules, ordering supplies and presentation of periodic reports.
- Excellent queue management to ensure timely assistance to customer requests
- Making recommendations to improve customer experience
- Ensuring an optimal Customer Experience.
- Upselling, cross-selling and meeting all sales and company targets
- Ensuring daily account reconciliation and meeting daily sales target.
- Employee management and training
- Employee coaching and mentoring
- Monitoring and identifying customer trends for periodic analysis.
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- Customer Service Supervisor (Tigo) [2006 – 2015]
- Planning and Organizing adequate Staffing and forecasting.
- Maintaining accurate centre and team records.
- Identifying training needs and providing coaching and in-house training to agents.
- Monitoring work inflow of agent, products and system performance.
- Administering issue escalation process and supporting resolution of urgent complaints
- Supervising and reporting on all customer service activities in all contact channels and back office support.
- Planning and implementing projects and events related to call centre area in order to improve performance levels and team effectiveness.
- Ensuring consistent achievement of departmental KPI’s.
- Achievement of Contact Centre SLA’s.
- Liasing and improving processes with Stakeholders.
- General office management of supplies, repairs, recruitments, team engagements and welfare.
- Ensuring effective team management and assessment.
- Assisting in developing and reviewing policies and procedures.
- Coordinating the granting and removal of user accesses to call centre platforms and interfaces.
- Complaint Resolutions – Back Office, Inbound, Social Media and Outbound.
- Ensuring that call centre facilities, equipment and environment are maintained at the highest possible standards.
- Social Media Management and Website e-mail response management.
- Agent call monitoring and assessment.
- Outbound Management.
- Trouble ticket Management
- Polykraft Ghana Limited – Personal Assistant (2005)
- Assistant to the General Manager
- Organising and attending daily forum meetings
- Taking minutes at meetings.
- Producing production daily reports
- Overseeing reports from the production units in the factory.
- Replies to correspondence (internet and letters).
- Managing GM’s appointments.
- Overseeing office system functionality.
- Doumentation, filing and records keeping
- Customer service management
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- Supra Telecom Ghana Ltd. – Sales & Service Representative (2003 – 2004)
- Offering premium customer service to customers.
- Managing and directing customer complaints in an efficient and timely manner.
- Marketing of company products and services.
- Resolving and troubleshooting of customer complaints technically.
- Keeping confidential information.
- Telemarketing skills.
- Transcription skills.
- Handling very difficult or irate customers.
- Communicating with customers in English and French.
- Copyright Society of Ghana - COSGA – Bilingual Secretary (2001-2003)
- Organizing board meetings and general meetings.
- Taking minutes and drafting of letters.
- Translating documents from French to English and vice versa.
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- Registering of members to the society.
Experience
