Barbara Adjiri

BARBARA N.D. KOME-ADJIRI -/--- SUMMARY Profound interest in Customer Relationship, Employee Management and Business Development. Have been engaged in customer service delivery at various channels and aspire to getting into consultancy services on customer service, staff management and other related activities to develop the knowledge, skills, competence and expertise required to become a seasoned Customer Experience Director or Consultant. SKILLS AND EXPERTISE  Customer Service and Call Centre Management, Business Development, Employee Management, Training, Workforce Management, Coaching and Counseling, Social Media Management, Administrative Management, Employee Motivation, Back Office/Complaint Management Skills, Microsoft Office Tools (Excel, Word, Powerpoint, Access), Excellent Commuincation, Writing and Presentation Skills, Event Coordination and Project Management, System Analytics EDUCATIONAL BACKGROUND  Bachelor of Arts (BA Arts) in Information Studies and Linguistics [September, 2009 – May, 2012] University of Ghana, Legon  Higher National Diploma in Bilingual Secretaryship (French and English) [September 1996 – June 2000] West Africa Institute of Bilingual Professional Studies (Higher National Diploma and Diploma)  GCE O’Level Certificate [September, 1989 – June 1994] Labone SDA Secondary School PROFESSIONAL TRAINING PROGRAMS ATTENDED  Strategy Execution (Tigo -2017)  Complaint Management TIGO (2015)  Six Sigma Training – TIGO (2015)  Leadership and Business Understanding Training - TIGO (2013)  Call Centre Supervisory Training – TIGO (2010)  Customer Services in a Contact Centre Environment – PROCALL SOLUTIONS (2008)  Advance Customer Service and Time Management Training – CTC (2008)  World Class Call Centre – AITEC (2008)  Premium Customer Service – GIMPA (2004)  Customer Service Training – SUPRA TELECOM GH. LTD (2003)  French Proficiency Language – ALLIANCE FRANCAISE (2002) PROFESSIONAL EXPERIENCE  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) and commercials.  Develop a list of prospective clients or companies and arranging contact to Training or Learning Department.  Organizing training before, during and after training.  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.                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.  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           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 -) Organizing board meetings and general meetings. Taking minutes and drafting of letters. Translating documents from French to English and vice versa. Licensing. Documentation. Registering of members to the society.  Achievements  Service level achievement of 90% to 95% for Call Centre Backoffice and Inbound  Developed specification for system upgrade.  Developed training manuals for new recruits and continuous training improvement.  Successful migration of Mobile Finance Services webmail complaints to Remedy Portal.  Developing departmental code of conduct and work policies.  Developing customer service and code of ethics manual.  Best Team Award.  Developing and sourcing of customer feedback to improve company objectives.  90% Achievement of all Sales Targets LANGUAGES English, French,Ga,Twi. INTERESTS Reading, System/Application Analytics, Music LIST OF REFEREES Upon request