Customer Service Manager

MAGNUS JOHN SAMPSON

*** ****** ******, *** #***, Chapel Hill, NC 27517

Mobile: 919-***-****

E-mail: **************@*****.***

PERSONAL INFORMATION_____________________________________________

Date of Birth: 21st November, 1981

Place of Birth: Accra, Ghana

Sex: Male

Nationality: Ghanaian

Marital Status: Married

EDUCATIONAL BACKGROUND___________________________________________

2006-2007

Alliance Francaise, Airport Residential Area, Accra, Ghana

Basic French lessons

2002-2006

University of Ghana, Legon, Ghana

Bachelor of Arts Management/Psychology

GPA: 3.35

1997-1999

Achimota School, Achimota, Accra, Ghana

Senior Secondary School Certificate Examination (General Science)

1986-1996

St. Martin de Porres School, Dansoman, Accra, Ghana

Basic Education Certificate Examination

WORK EXPERIENCE___________________________________________________

Workforce Management Specialist, Dec 1 2010-Jun 10 2011

TeleTech Ghana

5th Floor, Ghana Multimedia House

Accra Central

Ghana

Responsibilities

.Testing Interactive Voice Response (IVR) and liaising with IT to correct

all errors (if any)

.Daily monitoring and reporting of peak and low periods

.Responsible for all traffic reports and analysis

.Analyzing call volumes, call arrival patterns and service levels

.Production of weekly and monthly reports and unit KPIs

.Traffic analysis, production reporting (including Average Handling Time,

Talk Time, Billable Minutes, Outage), shift planning and forecasting

.Scheduling call centre staff and monitoring real-time performance to meet

forecast requirements

.Work closely with IT, supervisors and managers to manage staff to meet

service and schedule requirements

.Monitoring actual call volume against forecasted volume

.Conducting customer satisfaction surveys and reporting to stakeholders

Customer Service Representative, May 1 2008 -Nov 30 2010

- (Acting Supervisor [Outbound Team] July 13- 27 2009)

- Award: Eye of Production - August 2008

Vodafone Ghana Call Centre

PMB

General Post Office,Accra

Ghana

Responsibilities (Customer Service Representative)

. Providing technical support

. Handling enquiries

. Undertaking Directory Assistance Service

. Telemarketing new and existing products, services and promotions

. Churn prevention activities

. Undertaking surveys and updating customer database

. Daily team data distribution and weekly performance report generation

. Undertaking any extra duties assigned by management

Responsibilities (Supervisor)

. Constantly managing attendance with respect to staff reporting times,

breaks management and closing times

. Developing team members by providing continuous coaching, feedback on

performance and maintaining all relevant documentation

. Representing team manager at Extended Management Meetings

. Working with other supervisors in managing daily work distribution,

answering team members' questions and providing assistance as a

technical resource

. Coordinating and attending all trainings scheduled for the team and

making records available for future reference

. Real time monitoring, generation of production data on daily and

weekly bases, providing feedback to CSRs and sending performance

reports to stakeholders

. Team welfare and other related issues

Direct Sales Agent, Oct 9 2007 - Jan 31 2008

Rakes Company Ltd

P.O. Box 739,

Sakumono,

Ghana

Responsibilities

. Selling Barclays Bank's products and fixed deposits

. Opening accounts for Barclays Bank

. Signing up organizations to Barclays Bank's Scheme Loan Programme

. Furnishing new bank customers with their account details

. Undertaking any extra duties assigned by branch staff

National Service Personnel/Field Officer Nov 1 2006-July 31 2007

World Education (SHAPE II Programme)/ Centre for Community Studies Action

and Development (CENCOSAD)

Responsibilities

. Writing and submission of reports on HIV/AIDS project activities

. Collection and documentation of data on HIV/AIDS prevention activities

. Facilitation and conducting of training for patrons

. Liaising and supporting the organization of HIV/AIDS prevention

activities

. Support of school/ community HIV/AIDS prevention activities

. Coordination and supervision of in-school HIV/AIDS prevention

activities

. Conducting of training needs assessment of students and teachers

. Ensuring of timely submission of Monitoring & Evaluation forms from

students and teachers

. Participation in all HIV/AIDS prevention activities organized by

students and teachers

Order Handler, Jun 1 2004-Aug 18 2005

Major Recruitment

1 Picadilly

Queensbury

Bradford BD1 3ND

UK

Responsibilities

. Processing Hallmark greeting card orders for shipment

. Maintaining quality control/satisfaction records

. Tracking orders to ensure timely delivery

SKILLS_____________________________________________________________

. Proficiency in IEX TotalView and eWFM workforce management tools

. Proficiency in computer-based applications such as Microsoft Windows,

Word, PowerPoint, Word, Access and Excel

. Proficiency in Nortel Contact Centre Manager Application

. Organizing training events for young people

. Telephone skills

. Excellent customer service skills

. Training skills

. Report writing skills

REFERENCES______________________________________________________

Donald N Ashley (Workforce Manager)

TeleTech Ghana Ltd

5th Floor, Ghana Multimedia House

Accra Central

Ghana

Tel: +233**-*******

E-mail: ************@********.***

Miriam Clottey (Team Lead)

TeleTech Ghana Ltd

5th Floor, Ghana Multimedia House

Accra Central

Ghana

Tel: +233**-*******

E-mail: *************@********.***

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