ESTHER ADWOA NYARKOA PEPRAH

Tel: +233-*****-**** & 024*******

Email: ad43hh@r.postjobfree.com

Objective

To make use of my skills to achieve goals of the company that focuses on customer satisfaction and customer experience.

Profile

A self-structured, innovative and results oriented professional with over 10 years’ experience in the Telecommunication Industry, acquiring skills in Project Management, Business Analysis, Fraud Analysis /Investigator, Compliance and Customer Experience.

I have good written and verbal communication, attributes that comes naturally to me and this accounts for the trust in my day-to-day duties.

I possess firm organization skills, excellent administrative and proven understanding of customer and clientele relationship management procedures.

PERSONAL ASSISTANCE

Grace Center for Growth and Excellence

20 September 2021 to 28th February 2022

Key aspects of role

Develop and update administrative systems to make them more efficient

Resolve administrative problems

Handle sensitive information in a confidential manner

BUSINESS RISK AND CONTINUITY ANALYST

Vodafone Ghana April 2014 – Sept 2019

Key aspects of role

Responsible for the Automation of the Due Diligence request process

• Responsible for the Business Recovery Centre (Project)

• Responsible and Lead for the Automation of Customer Data Records (CDR)

• Support in testing of components of the Business Continuity Plans on an annual bases and ensuring that Gaps identified are regularly addressed.

• Support in providing support for any emergency, which may require activation of all or part of the Business Continuity Plans.

• Supported in providing awareness training to staff and contractors to build risk and Business continuity awareness culture within Vodafone Ghana.

Support the conduct of Retail & Call Centre Risk Assessments to provide assurance on their operations including compliance with High-Risk policies throughout the year.

• Supported in Due Diligence review and evaluation for all new suppliers, vendors & business partners that includes the identification of potential compliance, credit and any other risk exposures and providing recommendations to mitigate any identified risks.

• Support in undertaking annual update of functional Workplace Recovery Plans.

• Support the Crisis Management Team and its processes including Emergency Response simulation exercises as required.

Key Achievements

Completed Phase 2 project of Business Recovery Centre in Adenta

• Completed Due Diligence Management System

• Completed CDR online request system

INVESTIGATOR, CORPORATE SECURITY

Vodafone Ghana

November 2013 – April 2014

Key aspects of role Coordinated and conducted full investigation of all assigned cases of reported allegations of fraud or crime within the business.

Maintain appropriate administrative and legal paperwork and records for all investigations.

Identified and agreed recommendations within the business following investigations, including recommendations of disciplinary / criminal action against business staff members or contractors and provided evidence in all necessary disciplinary / criminal proceedings regarding investigations conducted.

Monitored deliverables of projects and where necessary and with the help of the project teams and external parties, initiated and executed tests to determine the effectiveness of the implemented security controls.

FRAUD ANALYST, CORPORATE SECURITY.

Vodafone Ghana

June 2009 – Nov 2013

Key aspects of role Obtained, investigated and analyzed abnormal subscriber data consumptions to prevent fraudulent data use and revenue leakage.

Supported implementation of fraud strategies, policies, models and systems to improve fraud identification and detection

Minimize network fraud losses to Vodafone Ghana Proactively manage potentially fraud related information in order to minimize risk exposure associated with fraud losses.

Collated relevant information in the course of investigation and worked with stakeholders across Business units to effectively control fraud within Vodafone Ghana.

CUSTOMER SERVICE REPRESENTATIVE

Technical unit Vodafone Ghana.

Oct 2007 – Oct 2009

Key aspects of role

• Troubleshoot incidents made by broadband customers until they are resolved and escalate to field engineers to further assist on customer incident resolution.

• Follow-up on unresolved customer incidents until the problem is fixed.

• Interact with field engineers and other operation staff to drive recovery activities during service-related outages

• Ensured Effective and efficient delivery, improve quality results by adhering to standards and guidelines and recommending improved procedures.

• Obtained client information by answering telephone calls; interviewing clients; verifying information.

• Ensured customers incidents s are worked on with due regards to the Vodafone compliance Policies

• Ensured all customer reported incidents are resolved and feedback given to customers.

EDUCATION

Regent University College (2007- 2008)

BSc Computer Science

Kumasi Polytechnic (2002– 2005)

HND Electrical/Electronic Engineering (Telecommunication)

Fijai Secondary School (1998-2000) Science

Professional Qualifications

Business Analysis Certificate (2018)

Prince2 Foundation – project management (2018)

TECHNICAL KNOWLEDGE:

Microsoft Office Suite (Word, Power point, Excel)

KEY SKILLS:

Ability to work under pressure and to tight deadlines

Result-oriented and very smart

Excellent IT Knowledge and internet communication

Excellent interpersonal skills

Effective time management skill

A very good Team Player

REFEREES

Theophilus Botchway

Manager at Cyber Security Authority

Greater Accra.

REFEREES

Mr. Kweku Paintsil

Risk and Assurance Manager

Vodafone Group

United Kingdom

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