Joseph Mensah

Joseph Mensah -/-- Education Contact Center Operations Training, Eservices Acadamy, Osu - Accra. Passed: MARCH, 2017 General Arts, Kinbu Senior High Technical School, Tudu - Accra. Passed: APRIL, 2016 Experience Workforce Reporting Analyst, Eservices Africa Limited, Osu - Accra. OCTOBER 2019 - PRESENT Analyse Contact Center Agent Historical Performance, Data Reporting, Capacity Planning, Process Management, Forcast Generation and Resource Optimization. Key Result Areas: Schedule Management, Reporting, Service Level Achievements, Realtime Adherence. Contact Center Agent (ECG Project), Eservices AfricaLimited,Osu - Accra JUNE 2018 - OCTOBER 2019 Communicate Value And Position To Sales Team And Develop Tools To Support Selling Process, Negotiate Agreements Between Employees To Clarify Misunderstood Directions And Resolve Conflicts Affecting Performance, Updating The Excalibur Application With Customer's Payment Information, Initiate Outbound Administrative Requests By Phone And In Writing To Accomplish Settlement Of Debts By Customers, Liaise With The Outbound Manager To Organize And Perform Bi-monthly Quality Standard Training For New And Existing Staff, Develop, Update And Maintain Database Of Existing And Potential Customers In The Excalibur Application. Contact Center Agent (ECG Project), Eservices Africa Limited, Osu - Accra APRIL 2017 - JUNE 2018 Offer superior quality of service to ECG customers through handling inbound contacts to exceed their expectations and to assure their satisfaction by answering inquires and questions, handling complaints, fulfilling requests, troubleshooting problems and providing information. Key Result Areas: Contact Center Operations, Meetings, Administration, People and Performance Management, Feedback, Reporting, Team Building, Technology, Other Task as assigned. Projects Data Processing Consultant Feb 18, 2021 Peter Michael An Excel formula to analyse the dataset. VLookUp Excel Task Feb 19, 2021 Side Inc. An Excel task to analyse and identify exact references. Data Analysis Feb 23, 2021 Jennica Palecek Analyze industry data on Excel, find trends, put into BI/Model/Graph. Project title March 1, 2021 I Am Multi LLC Simple Excel Spreadsheet for course evaluation. Technical skills Programming languages: Python * Database management: Microsoft Access, mySQL* Data Analytics: Microsoft Excel, Microsoft Power BI, Zoho Analytics. * Elementary proficiency Positions of Responsibility Customer Support Executive (Team Leader) Local Youth Secretary (The Church of Christ [SM]) SRC Public Relations Officer (Kinbu Senior High Technical School) Assistant Boys Prefect (Kinbu Senior High Technical School [KSTS]) Achievements Eservices Acadamy Training: Secured 3rd position at the end of the training among 20 others. Databank Young Leaders Mentorship Programme 2014/2015: I was adjudged the Top Mentee of the Year 2014/2015. Inter Programme Debate (KSTS) : Placed 3rd After competing with 6 other departments. Hobbies UPWORK FREELANCING QUORA READING PLAYING VIDEO GAMES WATCHING STANDUP COMEDY (References available on request)