Customer Service Manager
Resume:
Co-operative Home Society,
P.O. Box Co ***, Tema
Ghana
************@******.***
Dennis Mawufemor Gborglah
Career Summary
A proven process and improvement professional with accomplishment in Customer Experience, Project Management, Monitoring and Evaluation, Lean Six Sigma, SAP, Strategy and Budgeting.
Career Achievements
§Provided nationwide training on HR Self Service of over a 500 Vodafone Staff in preparation of the automation of HRM in Vodafone Ghana and go live of the HR portal – Vodafone Ghana
§Cost Savings and Strategy Implementation – Managed a team of 5 to perform post implementation reviews (PIR) of 5 high priority projects that resulted in cost savings of close to 1M GHS. This was achieved by recommending alternative strategies initial project plan and excluding ones that did not have clearly achievable targets. – Vodafone Ghana
§Process Optimization – Managed a cross-functional team to develop and implement an efficient work and order management process to facilitate customer requests, order processing and customer feedback. This improved customer experience by 17% and saved the company $24,548 in billing disputes and refunds – Supra Telecom
§Adequate Resource Planning - Revised work schedules to allow for shorter working times to take care of short peak volumes to help optimize FTE man hours and at the same time ensure that the projected workload is performed within the required targets - Airtel Ghana
§Service Level Improvement – Lead a team to introduce best practice under the 4Es model (Energy, Empathy, Enthusiasm and Emotion). This saw a great improvement in our Call Centre NPS from -11 to about +52%. Our Call Centre Service Levels also shot up from 11% to an average of 82% while First Call Resolution (FCR) for Fixed Broadband moved from 25% to 68% and 7% to 85% for mobile. - Vodafone Ghana
§Data Cleansing – Partnered multiple teams in IT and BI to reduce unknown Gross Activations from 30% to 5% - Vodafone Ghana
§Increased both NPS and eNPS from 25% - 55% and 37% - 74% Respectively – Starbow Ghana
Professional experience
Starbow Ghana 2017 - Date
Customer Service Manager
Provide strategic leadership and direction towards to achievement of unequal customer experience in the industry
Determine customer service requirements by maintaining contact with customers; benchmarking best practices, conducting surveys and focus group discussions as well as analysis of existing information and applications
Derive excellence from Customer Experience posts and Call Centres via the achievement of SMART and ambitious goals.
Nurture knowledge and skills growth while providing and/or facilitating training.
Continuously undertake CSAT, NPS, and other surveys to ensure customer experience is at its optimum.
Improve customer experience and service quality through service and process optimizations and providing service direction from the outcome of NPS, CSAT, SERVQUAL indices
Address escalated customer complaints or communication on major security issues including refunds and compensations
Provide comprehensive reports on Starbow’s internal and external customer experience.
Ensure documentation of all discussions and correspondence with customers
Vodafone Ghana 2011 - 2017
Workforce Manager
§Developed Strategy for Sales and Distribution, Retail and Experience Centres that facilitated the acquisition of a 400K gross adds monthly and overall yearly revenue of over 25M GHS in the 15/16 FY
§Manage commercial projects and provide oversight for M&E.
§Took lead in project brief reviews, manage PIR on various stages of the project and use participatory evaluation techniques to assess the impacts of projects to ensure that all projects generated not less than 80% of expected revenues.
§Provided support as the local SPOC in the implementation of HR portal and provided country wide training on the use of the system.
§Provide technical support to offsite teams and collect issues highlighted during engagement sessions
§Support in SAP/ABAP programming and rollout readiness checks for new releases, perform FI and MM duties as well
§Provide information on the performance of Call Centre, Retail and Sales touch points
§Compute commission for Freelancers, Sales and Retail Staff
§Manage budget of over 40M for all commercial activities and achieved averagely 7% savings YoY
§Manage the exposure of Territorial Sales Representatives stocks and payments standing in SAP to ensure stock and payment ratios are acceptable
§Received vendor satisfaction score of 95% and made 11% savings in interactions with vendors
§Provide performance insight for Sales, Retail and experience centres as well as cater to the commissions earned based on performance levels achieved
Novelty Concepts Ltd December 2010 - Date
IT/Business Development Manager
§Ensured 95% compliance through the implementation of IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision
§Provide leadership in the management of mobile and new technologies including MacOS, IOS, tvOS, watchOS, android, chrome OS.
§Injected efficiencies that accommodated DB security, growth, and overall information management cutting information generation time by 50%
§Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals
§Train managers of various departments of the organization and make them aware of the sales plans and strategies of the company
§Ensured over 90% service level on all customer interactions through website and social media visibility for Novelty through Facebook, Twitter, BBM, Instagram, WhatsApp, Telegram, etc.
Develop expertise in Channel Development Tools including initial contact scripts, follow up communications, and business process and margin importance for resellers
Work closely in a cross-functional capacity with Account Managers to turnover successful resellers and introduced to AM.
Airtel Ghana Ltd 2008-2011
Service Recovery and Support Lead
§Monitored and ensured 95% adherence to all standard processes and procedures at defined customer units within the department (inbound contact centre, outbound contact centre, customer operations, front desk, etc.) by conducting evaluations/spot checks
§Saved 20% in fuel cost and 40% in maintenance cost in while managing the Customer Care Fleet
§Achieved 95% operations stability even with 10% system downtime over 3 years
§Successfully completed all customer care projects with at least 93% achievement of objectives
§Ensured that products achieved at least 98% UAT results before mass launch and reduced customer complaints at touch points by 20% and while improving sales and adoption by 12 %
MTN Ghana 2005-2008
Shift Planner
§Achieved forecasting variance of 2% and schedule adherence of 5%
§Developed special forecasts for all operational areas to assist maintaining 80% service.
§Ensured 1 training day per staff per month for staff to understand optimisation policies when implemented and also support the achievement of monthly targets
§Provided 85% real time queue and adherence reports to ensure service level and response time objectives are met; oversee real time escalation plans
§Developed long term capacity plans and provide accurate workload predictions for annual budgeting and planning
Supra Telecom 2003-2004
Technical Support Supervisor, Technical Support Department
§Ensure 90% attendance and limited shrinkage to 4%
§Provided daily performance update to Senior Management
§Mentored team members and ensured that improvement plans were being implemented
§Served as a first point of contact for training for the Technical Support Department and Project Team Lead for the Technical Support Department.
§Conducted appraisal for Technical Support Representatives
Ghana Tourist Board 2002-2003
Data Analyst, Statistics Department
§ Analyse responses received from Eco-tourism research project
§Collect and analyse responses from Airport Survey
§Assist in the yearly compilation of statistics on restaurant and accommodations
Ghana Police Hospital 2001
Data Analyst, Statistics Department
§ Assisted in the compilation of health statistics
§Ensured the updating of all patient records
§Provided administrative and office management duties
§Managed the records of patients
Education
§Methodist University College
§BSc Information Technology-2008
§Ho Polytechnic
§HND Statistics – 2002
Certifications
Professional Affiliation
§EduPristine
§Six Sigma Green Belt - June 2015
§Logos Business School
§Professional Certificate in Monitoring and Evaluation – July 2015
§Udemy
§SAP ABAP Programming – March 2016
§Udemy
§Oracle SQL 12c Developer – March 2016
§KPMG
§Finance for Non-Finance Professionals – June 2016
§AACE Evaluation Training Institute – GIMPA
§Advanced Monitoring and Evaluation – June 2016
§Centre for Professional Development - Academic City College
§SAP Modules Introductory Course – July 2016
§American Evaluation Association, USA
General competencies and Proficiency
§Working knowledge of Six Sigma and other problem solving techniques
§Microsoft office suite including Visio, OneNote, FrontPage, Project.
§Fundamental knowledge in website design and database creation
§Introductory knowledge in software design
§Introductory knowledge in visual basic.net
§SPSS
§Minitab
Hobbies
§Reading on IT based information
§Watching movies
§Listening to music
Referees
John Nii Kpani Addy Stephen Essien Yaw Owusu-Takyi
Commercial Performance Manager Head, Tigo Business Senior Audit Manager
Vodafone Ghana TiGo Ghana Planita Consulting
020-***-**** 057-***-**** 050-***-****
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