FOSTER NANA KWABENA ABREFA

Analyzed departmental operations to identify and implement strategic improvements in customer service and IT support functions.

Monitored Call Centre Operations Dashboard and key performance metrics, conducting quarterly agent assessments to ensure high service standards.

Led the development of customer retention strategies and conflict resolution protocols, significantly enhancing overall customer experience.

Developed and implemented comprehensive customer service procedures and policies, elevating company-wide customer satisfaction.

Cross-trained staff members across various functions, directly contributing to a 20% increase in customer satisfaction ratings.

Managed and resolved IT service requests, concurrently documenting IT processes and best practices to enhance operational efficiency.

Configured and deployed new employee workstations, including all hardware, software, and peripheral devices, ensuring seamless onboarding.

Significantly improved IT ticket response Service Level Agreement (SLA) from 80% to 99%, enhancing service delivery.

Conducted comprehensive reviews of hardware and software configurations, implementing modifications that improved system speed and security.

Collaborated with the service manager to develop and execute strategic initiatives, improving First Call Resolution (FCR) from 65% to 80%.

Directed a team of 70 infield service agents, overseeing successful execution of installation projects.

Minimized project downtime by efficiently managing the scheduling and dispatching of technicians for critical on-site repairs.

Managed equipment and system operations, proactively identifying security vulnerabilities and necessary upgrade requirements.

Ensured IT usage compliance with established processes, policies, and guidelines through continuous monitoring.

Configured and deployed new desktop systems and laptops for incoming employees, including software installation and server permission setup.

Resolved complex end-user technical issues through effective troubleshooting and problem resolution.

Installed and configured network printers and scanners, enhancing security by resetting default device passwords to prevent cyber-attacks.

Developed and launched product promotion plans and marketing initiatives that significantly increased brand awareness.

Supervised and executed market activation campaigns across communities in Greater Accra and the Western region, boosting brand and product visibility.

Collaborated with the global marketing team to ensure timely provision of marketing collateral for sales operations.

Identified and collated potential leads from marketing activities, contributing to sales conversion efforts.

Maximized branding initiatives by developing targeted marketing packages and collateral, successfully securing prospects and increasing sales.

Expertly de-escalated complex customer issues using conflict mediation and advanced problem-solving techniques.

Provided efficient, professional, and knowledgeable service, resolving routine customer inquiries and complaints.

Documented all customer interactions and simultaneously developed product promotion plans to enhance brand awareness.

Configured and deployed new desktop systems and laptops for incoming employees, including software installation and server permission setup.

Managed weekly sales and reconciliation reports, ensuring financial accuracy and operational transparency.

Drove significant enhancements in operational performance through the development and implementation of effective business strategies, systems, and procedures.

Developed and executed innovative sales and service strategies that directly contributed to increased revenue and customer retention.

Conducted sales forecasting, optimized resource allocation, and managed labor to achieve improved productivity metrics.

Ensured supplier compliance with quality standards, delivery schedules, and contract specifications through rigorous monitoring.

Managed account development and market penetration across five key districts in the Eastern Region.

Promoted the company's brand, products, and promotions while cultivating strong relationships with existing and potential customers.

Directed product activations, ensuring optimal product availability and visibility across all designated sales channels.

Conducted in-depth market intelligence gathering and analysis, providing critical insights for business development.

Contributed to the USAID-supported World Vision project, "Strengthening Community Care and Support for Orphan and Vulnerable Children (SCASO)."

Supported project monitoring and evaluation, collaborating with the Communications team to develop success stories, fact sheets, and articles.

Managed comprehensive administrative duties, including attending key committee meetings and serving as the primary IT focal person for the project.