Edwin Paa Nii Williams

Edwin Paa Nii Williams Operations Manager | Customer Service Manager - - Tema, Ghana LinkedIn Career Objective As a seasoned Technical Operations Manager, I bring over five years of diverse experiences, blending operations management, marketing and analytical prowess with a customer-centric approach. Skilled in optimizing operational efficiency and driving strategic initiatives, I excel in fostering relationships and expanding profit channels. With a passion for delivering top-notch customer service, I am poised to contribute to organizational growth and operational excellence. Skills Operational Skills Proficiency in policy development and implementation. Exceptional skills in crossdepartmental planning and coordination. Effective team building and leadership abilities. Customer Service Skills Increasing customer satisfaction with exceptional interpersonal skills for building and nurturing relationships. Demonstrated expertise in customer relationship management and customer service leadership. Gaining customer trust with communication and networking skills. Marketing Skills Driving revenue growth and successful campaigns with extensive marketing and sales expertise. Expanding company outreaches with skills in brand management, networking and consistent brand representation. Work Experience Operations Manager Waya Limited, Ghana Mar. 2022 - Date Achieved a milestone of completing over 30 projects within a year as Operations Manager at Waya, resulting in a doubling of active users from 300 to over 600 monthly, showcasing a significant 100% increase in customer base. Successfully spearhead the acquisition of ISO certification for the company by orchestrating cross-departmental collaboration, ensuring compliance and standardization across engineering, finance, marketing, and HR functions. Led efforts to secure an operational license from the Central Bank of Ghana, demonstrating regulatory compliance expertise and paving the way for expanded business operations. Generated substantial revenue growth by personally driving user acquisition, onboarding over 500 new users to the Waya app within 4 months through ground activations, surpassing sales team performance. Provided exemplary technical support by resolving an average of 160 daily technical issues using advanced tools (MONGO COMPASS DB, POSTMAN and TABLE PLUS), resulting in decreased customer complaints and positive feedback during service delivery surveys, enhancing overall customer satisfaction. Senior Marketing Officer Africa World Airlines, Ghana Jan 2020 - Oct. 2021 Expanded brand reach by onboarding over 40 corporate organizations and travel agencies, effectively broadening Africa Worlds Airline's network and enhancing business partnerships. Led strategic marketing campaigns resulting in a 20% increase in brand awareness and a 15% growth in market share for Africa Worlds Airline, solidifying its position as a key player in the aviation industry. Developed compelling corporate marketing messaging that resonated with target audiences, contributing to a 25% rise in customer engagement and loyalty. Orchestrated promotional events that attracted over 10,000 attendees and generated a 30% boost in bookings, significantly amplifying brand recognition and expanding Africa Worlds Airline's customer base. Sales Executive and Marketing Supervisor Africa World Airlines, Ghana Sep. 2016 - Dec 2019 Consistently surpassed monthly sales targets by achieving GHC 200,000 in sales revenue, exceeding expectations and driving revenue growth for Africa Worlds Airline. Earned the prestigious Customer Service Hero award for consistently addressing customer concerns promptly, resulting in a notable increase in client satisfaction and loyalty. Implemented innovative tools and technologies to streamline operations, resulting in a 20% increase in efficiency and improved communication between sales and ground teams, enhancing overall productivity. Successfully managed the operations of a new station in Wa, overseeing a smooth transition process and ensuring operational efficiency, thereby expanding Africa Worlds Airline's presence and operational capabilities. Education Google Project Mgt Certification -) (Foundations of Project Management) References Available upon request. University of Ghana, Legon (2018 - 2020) University of Ghana, Legon (2009 - 2013) (MBA)Master of Business Administration (Marketing option) (BA)Bachelor of Arts in Social Work with Political Science